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- March/April 2024
- Encore Leisure Group takes over management of 17 golf properties
- Day One
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Service Should Not Be Tall, Grande, or Venti
When we hit our favorite coffee shop each morning for that cup of “joe”, we expect a wonderful, tasty pick-me-up every time. Among the many options we might decide, is the size of the drink. I guess we base that on how alert we are feeling, or not! One thing we don’t expect to pick, is the level of service. That should be warm, personable, and consistent every time, right?
When your golfers pull up to your club, what expectations do you think they have for service? What do they, should they expect? Should service move up and down based on the day, week, or month of the year? Should service be based on the fullness of your tee sheet or even the rate that day? To be considered a real option as a course in your area I believe service should always be Venti! That doesn’t mean you must hire more people or build on your payroll until you break. It should mean that you operate each day on purpose with a plan. Here are five thoughts on improving service;
Service; it is the soft side of the business. No matter how many people you have or do not have on staff today, your golfers have expectations. Paperless report cards are issued daily. The quality of your people, the preparation, and the measurement program will tell you if your service is small, medium, or Venti.
Jack Dillon
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March/April 2024
Encore Leisure Group takes over management of 17 golf properties
Encore Leisure Group, a newly formed company led by Dale Folmar and Jacques James, has taken over management duties for the 17 private clubs and
Day One
That first day is the day. That day we are excited for a change. That day we begin something new, different than any other day.