Humans are Your Most Valuable Resource
The people that work for you are indeed your most valuable resource.
They will undoubtedly bring the most impact when it comes to your customers experience, whether dining in the grill room, buying merchandise in the golf shop, swimming in the club’s pool, or getting a hot dog at the halfway house.
We believe in “less is more” when it comes to creating a productive workplace environment…
A grounded set of core company beliefs serving as guide posts brings about consistency, positivity and a highly productive workplace.
We all know that treating people with respect and courtesy will make them happier in the workplace. We also know that arming them with proper training and the tools they need to succeed will help them approach every work day with a positive attitude.
Ultimately, that’s what it’s all about – happy, positive and productive teams.
Of course, turning around a toxic workplace doesn’t happen overnight. Negativity is highly contagious, and therefore we have zero tolerance for poor attitudes and swamp talk.
First step in creating a sound company culture is to conduct a workplace audit. Every single employee gets personal and private face time.
Simply opening lines of communication with your team brings out wonderful things. Usually, they’ve just never had a chance to voice their opinions, or to have their ideas heard.
Additionally, speaking with those who intend to leave or quit brings a level of honesty that you won’t otherwise ever get. It’s amazing the feedback you can acquire.
Golf human resources is about addressing common issues immediately and reminding staff about core beliefs. Good communication brings about an improved workplace culture in no time.
Core Beliefs vs. Tactics
The most powerful element in delivering a fun and productive company culture is establishing a core set of company beliefs. Don’t confuse beliefs with tactics.
For example, one of KPI Golf’s core beliefs is Empathy.
This speaks to all areas of life, not just how you answer the phone. Empathy requires listening. KPI Golf Management teams are trained to first understand the other person’s point of view – without regard for their own.
- Step 1: Listen. What are their questions? What are their challenges? What is the person hoping for?
- Step 2: Evaluate. What is required to give them what they want? Will it make them happy? Are there any potential negative side effects?
- Step 3: Decide. Do what you feel is best for the customer first, and what is best for the company and your coworkers second.
Learning experiences happen this way. When mistakes are made, we an easily review the decision making process and evaluate.
Decisions made with the right intentions are always fixable. Choices stemming from negativity often are not.
Tactical Instructions Alone Don’t Work
On the other hand, examples of tactical level instructions would include:
- How to greet a customer when they arrived at the bag drop.
- How to answer the phone.
- How to take someone’s order in the restaurant.
You outline scripts and the details of what to do. You might tell them to smile, call the member by name, and end every conversation with “Is there anything else I may assist you with?”. These are orders – reducing freedom of expression rather than promoting genuine human interaction.
When you hire good people and train them to be empathetic, these simple tactics are always guided by a core mission or set of beliefs. So long as they are introduced and emphasized appropriately, you’ll achieve consistency along with genuinely helpful interactions.
A caring and positive person who is pursuing empathy is always going to ask good questions and communicate professionally.