Bobby Jones Links’ associates are encouraged to live by our core purpose, we make a difference. This means, as a company, at every level we are empowered to fix issues or solve problems without needing permission. Even frontline associates are empowered to solve what traditionally they think only a manager is allowed to solve.
However, we decided the word “empower” needed to be replaced by the word freedom, which is softer, requires less rules, allows for more creativity and removes any fear of being reprimanded.
From this evolution the Bobby Jones Links Freedom 15 innovation was born. In fact, credit for this initiative goes to two associates at Bobby Jones Golf Course in Atlanta, it didn’t even come out of our Support Center. Brian Conley and Tyler Morse were inspired to create a program that allowed their frontline team to “surprise and delight” their customers even more.
How does it work? At any time, a club leader can tap an associate on the shoulder and say, "Freedom 15!" The associate has the next 15 minutes free to do something special for a customer or member.
Since then, we’ve had hundreds of memorable Freedom 15 moments. We had a team member who noticed a mom standing at the driving range watching her child practice on a hot, summer day. The team member simply walked over to the mom and said, "I know it's hot. Here is a cold bottle of water." Another associate brought a cut down club to young boy after noticing he was using his father's heavy clubs on the driving range. Many of these associates are profiled here.
This Freedom 15 program makes two people happy. First, the customer or member, who always appreciates feeling special. Don’t we all? Second, and maybe more importantly, the frontline associate. Why? Because giving is much more meaningful than receiving.
The Freedom 15. A hallmark of the Bobby Jones Links service-oriented culture. An innovation from one of our clubs designed to make a difference.
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.