“Brainstorming and detailed discussions are critical if we are to evaluate every possible alternative. Best results are achieved with open discourse and everyone remains open to all possible ideas and alternatives.”
Efficient golf club operations and staffing services are the heart and soul of KPI Golf Management. The simple truth in today’s market is that if your club is not operating with maximum efficiency, you’re not taking advantage of the present “tailwind” we’re experiencing in the economy.
With sound practices in place, clubs stand to miss out on a great opportunity for growth. On the downside, in more competitive markets, or when this economic wave we’re riding goes away, borderline golf facilities may be unable to weather the next storm.
Our data-driven approach to golf club operation ensures that we are prioritizing highest impact activities on a continual basis. We’re able to accurately evaluate what’s been working well, and what is not working well.
An effective business management system allows for allocating scarce resources with maximum efficiency.
Data-driven processes allow for optimized golf club operations despite shifting market conditions.
Customer service is all about knowing what customers actually want.
We’re only able to learn what our customers are interested by asking them directly. Market research, surveys and solicitations of feedback are vitally important to keep an accurate pulse on what our customer base is looking for when they come to our facilities.
We find that most facilities tend to assume they know what their customers need, only to find out that other facilities are doing a better job of delivering the goods.
By the time they realize that membership sales are down, they’ve reduced prices on green fees, and they find themselves scrambling for business, it’s already too late.
This is a very difficult tide to turn unless you identify the problem early.
Deploying new initiatives for driving new business or delivering an improved customer experience is typically a long-term return on investment.
A “set and forget” strategy will never work in golf club management. Unless golf clubs are continuously measuring, tracking and evaluating actual results, they’re not able to refine these activities and maximize the benefits.
Data-driven iterations of review and refinement are critical. Otherwise, it’s simply an educated guess by a small group of decision-makers.
Consider a new golfer who comes out to the driving range for the first time.
The instructor makes a couple changes to their stance and grip. Left to their own devices after that first session, it is very hard to imagine that the student would be successful playing the game of golf using the information from that single session alone.
In reality, an aspiring golf needs to play and practice on a regular basis, gather feedback, evaluate their results, and make continuous small refinements in their game along a pathway toward their goal for improvement.
From a customer experience standpoint there is tremendous value in consistency and standardization of services. Familiarity means that customers know exactly what to expect and where to go to find the things that they need. They feel comfortable.
Operationally, consistency requires planning an oversight. Each department needs to deliver services that are all integrated seamlessly with one another – down to the language that staff uses, the information that they are conveying, facilities and signage, branding, and the general feeling that customers have at the club.
When you visit your local grocery market, you know exactly where the milk and the eggs are. The signage in the store is clear and consistent, and staff treats you the same, regardless of who you’re working with.
Familiarity and consistency of service streamlines your buying process and helps to make you feel comfortable in your purchase decisions.
At the core of our company culture is accountability, coupled with the freedom to act.
We insist that our employees are armed with the tools and information they need to perform. We hire and train the best people, and free them up to make informed decisions on their own.
Of course, granting our teams the freedom to act responsibly requires a high level of accountability. Everyone knows what we expect of them, and they are guided by the core principles of our company rather than small tactical details.
Freedom and accountability brings with it a measure of organizational agility when it comes to pursuing opportunities and resolving challenges. Both of which are best performed expeditiously.
We encourage our staff to share ideas on improvements, and to resolve issues immediately before they become big problems. This speed and efficiency helps us tap into opportunities that would otherwise be missed.
