“Something remarkable is
worth talking about. Worth noticing. Exceptional.”
-Seth Godin, Purple Cow.
Core Values
The first need of any business wishing to become remarkable is to examine its Core Values. This is the thread which runs throughout every facet of the operation. It should go without saying that Honesty, Integrity, and Industriousness are a part of all successful companies and your business must include them too. But here are a few of the areas outside of the mainstream values that need to be focused on when creating the Core Values for the operation;
Focus on developing professional relationships & passionate about service. The development of relationships is at the heart of the golf industry. Without a genuine interest in people, there is little hope of creating extraordinary service. The staff must be interested in those they are serving, be “present” in the conversation, and respectful. It is important to identify moments where professionalism is paramount and yet continue to create an inviting environment. The next goal for the service person is to strive to deepen each relationship. This will provide the staff member with a greater knowledge on how to better serve that customer in the future.
Embrace change. I’ll be the first to admit that change is uncomfortable and not always a good thing. However, if the Owner/Board of the club calls for it, the staff had best be on board. As the saying goes, they don’t fire the team, they fire the coach. Your staff had better buy into your program.
Pursue growth and learning. One of the most important obligations you have as a boss and an employer is to make sure your staff knows that you have their best interests at heart. You must be committed to helping them achieve their goals and aspirations in life and encourage them to grow as they move forward in their careers.
Be creative and open-minded. To be truly remarkable, you must be looking to anticipate the needs of the clientele in unique ways. This is a core value because you want all staff involved in the process of bettering the experience. If all the ideas come from one or two people, or if creative thought is not encouraged or acted upon, then the growth and strength of the business is stunted. Make sure you think outside the box and don’t be afraid of jumping the curve.
Build a positive team and family spirit. Customer Service is a team sport. Plain and simple. Everyone has a job to do and must rely on others to do theirs competently. Teams that have a common bond and great camaraderie, more often than not, succeed and enjoy their work. You want to make the work environment “professionally enthusiastic.” This enthusiasm rubs off on the membership, and creates a climate of productivity for the staff. To make this all work, the Leadership of the Club must create opportunities for bonding and camaraderie both at work and away from it. This may include a golf trip, summer tournament, or special team recognition.
Find creative solutions to overcome adversity.
Be humble. The team mentality takes the individual ego out of the equation. No matter what your job is, you are important to completing the task. Check the ego at the door, there is no room for it in a healthy work environment.
Do more with less. There is always going to be adversity, and a positive attitude makes all the difference in the world. Sometimes the help you need, money you need, and the time you need are just not there. A staff prepared to meet adversity; to dig deep, will find creative solutions to their problems.
June 14, 2011
New Golf Products