Let’s face it.
Not many clubs deliver really fantastic customer and member service. Unless it’s an elite club, service is not something most clubs can brag about.
When we changed our name from Mosaic Clubs to Bobby Jones Links, we spent tens of thousands of dollars and countless days being trained by Ritz Carlton and Chick-Fil-A experts on how to create a customer service culture that was remarkable and sustainable.
We developed 17 customer service standards. Every day, at every club, in each department, we have daily huddles to discuss one of these standards. “The answer is yes, what is your question,” and “surprise and delight” are two of our favorites. Of course, the daily huddles are accompanied by rigorous training and recognizing our service super stars (see We Are Bobby Jones in the footer of our website (www.bobbyjoneslinks.com). In fact, we created a unique position for the club industry to do this, a Vice-President of Coaching and Culture.
We all know the Ritz-Carlton, along with very few others, is regarded as offering the best service in the hospitality industry.
But why Chick-Fil-A?
Well, if you have never visited to one, you should. Their culture proves that really great service can be done on the hourly level and with the same type of people we employee in the club industry, many of them young, smart phone generation kids who can learn to smile and say, “My pleasure!” and mean it.
Offering memorable customer and member service is not an easy undertaking. Candidly, we are not there yet. We’ll will never be there. It is something that has to be worked on daily. Just ask Horst Schulze, founder of the Ritz-Carlton.
However, Bobby Jones Links is well down the road to being one of the best at this. It would be our pleasure to show you how we do it.
The Bobby Jones name can be an asset to your club, but that’s not our focus. We realize every club is unique and its brand is special, which is why it is about you, not us, and why we always work in the background.