3-10-15: The time matters

Over the course of any one day a busy property requires managers and staff to make several on-the-spot decisions. These decisions might include a food substitution, a change in a starting time or a discount in the golf shop. Most of these tend to be immediate, at-once queries with responses not practiced or rehearsed. At the same time there are any number of daily interactions with staff and golfer which require managers to stop and respond. These connections happen in the course of daily business. They each call upon someone to answer the questions deliberately, in full, no matter where they were headed, or how lengthy their to-do list might be. It’s the job, part of the responsibility of being in the world of service.

As a long-time student of customer service and the new world of work, I have experienced two different ways to serve people within the day of golf. The direct way is to stop, completely answer the question(s) with a smile and then briskly move on. Another way — frankly, a better way, with the added benefit of becoming memorable — is through the 3-10-15 method. Dale Carnegie, the great motivator of people, once said, “Success in dealing with people depends on a sympathetic grasp of the other person’s viewpoint.” When you can see the situation through another person’s position you have a decision to make very different choices in how you enter into and manage these daily opportunities. 

This 3-10-15 idea is one way to develop a closer connection to anyone, no matter the issue at hand. In this In My Opinion post, I provide a strategy to manage through the questions that pop up throughout the day. Here are my thoughts:

Pause for 3 seconds: When an important question is asked, many people may tend to answer quickly, without thinking things through. When asked a question, especially where a solution is requested, stop, take a few breaths, and think through your answer before speaking and potentially regretting your response seconds or even hours later. Wait 3 seconds, allow any emotions to drain away, and calmly answer or defer your answer until you acquire more information.

Spend 10 minutes with your team member: When a staff member stops you and requests an answer to an issue for a member or guest, engage with both positive energy and then the time to thoroughly answer the question. Afterwards, take the time to ask the team member about their day and how they’re doing in their job. When you show your people care and empathy, you are setting a real leadership standard. The staff member will remember the exchange for a long time. When you are asked a question, stop, smile, think through the question, answer, and then engage one on one, talking about things that matter to them.

It’s a great way to invest 15 minutes: When you have the opportunity to connect with golfers throughout your day, be certain to invest the time asking about things that matter to them, including their game. Engage also about the course and the overall level of service. Finally, ask your golfer for one thing the club could do to make the experience even better. This exchange may take 15 minutes. No matter what else is on the docket for the day, having an engaging one on one is a great way to learn more about how to better create a winning experience. Hospitality is about people, and treating people well just might be the best word of mouth marketing you and your leadership team can do.

Although these three ideas are set up by time, they are much more about an attitude with a positive way to convey the club’s mission. On any given day there is the opportunity to build comfort and confidence within your team members, as well as engage in a friendly back and forth with your golfers. Take every opportunity to do both. Make them count. There is always time later for that punch list. People come first; people always come first.

Jack Dillon writes the In My Opinion post. Jack is a consultant, long-time golf buyer and operator. He is an author and speaker. He is fond of short-term projects. If you want to improve operations and your team contact Jack at jackd@careerdividends.com or call Jack at 407-973-6136.