Let’s face it.
Not many clubs are stellar at customer and member service. Unless it’s an elite club, this is not something most clubs can brag about.
When we changed 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 our 17 customer service standards shown below. Everyday, at every club, in each department, we have daily huddles to discuss one of these standards. “Yes is the answer, what is your question?” and “We regularly surprise and delight our customers.” 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).
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 been to one, you should go. Their culture proves that really great service can be done on the hourly level and with the same type of people we employ in the club industry, many of them braces laden, 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 in perpetuity. Just ask Horst Schulze at 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 principals of Bobby Jones Links own the company - we are not driven by investor expectations or private equity pressure. The benefit to you is happier associates and long- thinking.
As a result, we don’t leverage our operational leadership across too many clubs. And unlike many companies in our business, we don’t require long-term management agreements with large breakup fees. If you like what we do, you’ll keep us. For more than two decades our clients have renewed our management services more than any other company.