59club will analyse and grade your staff’s ability to manage the most profitable customer contact points: a recorded phone enquiry for a corporate or society golf day followed by a live ‘green fee’ visit.
The call and visit feedback, which also includes information based on any ‘follow up’ sales calls or literature received, provides you with a very detailed independent report, highlighting areas of staff and procedural strengths and weaknesses enabling better monitoring and goal setting, ultimately improving your service levels.
The results can be further broken down into Sales, Service and Operations. This enables you to highlight any potential issues within your team and/or their standard procedures, likewise any operational issues you may have within the club promoting the necessary actions.
All 59club products have the ability to make service level performance comparisons against your chosen competitors, other venues in your group, the best performing clubs, and the rest of the industry.
The Sales Call...
... is based on a society/corporate group golf day enquiry at your venue and is recorded to allow for play back, training and in depth analysis to take place. The feedback analysis includes all aspects of up selling, sales techniques, overall research and more importantly, highlights a venue’s ability to ‘chase and secure’ a booking from a tentative enquiry.
The Live ‘Green fee’ Visit...
... is based on a golfer’s experience during a green fee visit, focusing on the venue’s ability to create a quality customer experience through their facilities and services offered. The detailed analysis incorporates all areas both on and off the course, from golf course and practice facility presentation to a detailed analysis of the food and beverage experience.
All ‘visit’ feedback is compiled by trained mystery guests who follow an extensive ‘set’ marking criteria, all feedback therefore being ‘non’ subjective and consistent. The criteria has been specifically designed and tested to suit all golf venues and allows for the addition of extra questions that are specific and have value to you.
“It takes one bad experience to send your golfer away to a competitor and do untold damage to reputation and profits.”