Parker, Michael - Create an Amazing First Impression with a Meeting Area
Property: Tri Mountain GC
Location: Ridgefield, WA
Program Contact: Michael Parker
Contact Phone/Email: (360) 887-3004
Name of PD Program: Create an Amazing First Impression with a Meeting Area
Type of PD Program: Other
Details of Program
I remember going to the mall at Christmas time and seeing all the decorations. All the window paintings, garland hanging on the balcony railings, lights suspended from the ceiling. Driving around at night looking at the Christmas lights on the houses is also a great family activity. Feeling the excitement and thrill of turning down the next street to see it all lit up.
Bring it closer to home. Is there that local golf shop that stands out above and beyond all the rest? Is it the products they provide? Or the customer service? How do they convey an environment/atmosphere that lifts their customer’s mood to incredible heights? All of the previous statements together with well-designed displays, decorations, and lighting contribute to such remarkable shops.
In the hospitality industry, a first impression is extremely important. It can set the tone for recurring visits just because it makes the customer feel good. Build on that at all times. Every little thing adds another layer to the experience. Having that great atmosphere encourages more participation at our facility, expanding to family, friends and the general public.
Now take it outside. What do you do to create such an atmosphere/environment when holding tournaments? Or clinics and camps? Regardless of whether we are entertaining adults or juniors, we set up a meeting area under a tent canopy. Under the canopy, we have, at minimum, a table with information displayed for the coach providing the service, upcoming opportunities to participate in other clinics/camps, and product information regarding any such items used or demonstrated at that time. Various drill stations are also set up before people start showing up. The entire idea is to create that environment and atmosphere that enlivens and excites the people involved in the activity. Just by approaching the meeting area, individuals are mentally engaging in activities before we even start. On top of that, by having the activity set up in such an engaging way, guests that are not participating in the activity are walking by contemplating a future opportunity.
Results of Program
Our junior programs have grown and expanded by 70% in the last 2 years with a 17% increase of on-course junior participation as well as increasing participation in our adult clinics. In the last year, we have expanded our Ladies Clinics offerings by over 100% and over half the participants were new to the game. As word of our offerings and how they are run is spread we expect a significant increase in participation by over 150% in 2020.
Recommendations
Look into how much extra time it takes to set up just a few more items. I think you will find that with a minimal amount of extra time and effort, the service provided will be viewed at a higher standard. Offer that additional experience and see how much more your guests respond.