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…
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.
“Your core beliefs are the North Star in your organization.”
Golf Human Resources: Acquiring & Retaining Talent
If finding and retaining talent is a problem at your facility, take a look at the core belief system that you have in place, if any. We recognize that people need to follow certain procedures, but a tactical approach to staff training does not inspire or motivate people.
Rather than hiring people who are good with tactics, instead look for people who subscribe to your core sets of beliefs. Hire people who are capable of empathy, and who get along well with other people.
Don’t be blinded by someone who is good at certain tactics, but is likely to become a source of negativity or backbiting.
Building a team around common beliefs keeps people happier, improves productivity, and minimizes turnover.
Every business is looking to optimize the performance of their staff. We know that the best way to do this is to create a positive and enjoyable work environment. We believe in acting with Empathy within a system of Objectivity, and Freedom aligned with Accountability. It works.
When employees are worried about what their boss is thinking, or if others are going to stab them in the back, performance and creativity is stifled. The workplace needs to be accommodating of new ideas where everyone is treated with respect and provided the opportunity for advancement.
These are some of the most powerful motivators that we have as humans – To be accepted in a group with a shared set of common beliefs, and to be provided the opportunity to improve your own standing.
Video: Simon Sinek discussing common beliefs.
The Benefits of Cross Pollination
The added benefit of managing many different golf clubs gives us the opportunity to offer upward mobility that stand alone clubs simply cannot. As positions open in other facilities, we can relocate staff to new places and give them new opportunities.
Perhaps an assistant professional in North Carolina has developed a tremendous junior golf program. We can either transfer that person to another facility in need of the same services, or bring them in to consult and seed the new program at our other facilities.
Staff members and our facilities benefit tremendously from sound golf human resources practices.