Month: April 2023

Golf club managers are always looking for ways to improve their operations and keep their members, guests and staff satisfied. One of the most effective ways to achieve this is by utilizing satisfaction surveys. In particular, 59Club USA’s survey tools have proven to be an invaluable asset to golf clubs across the country. Here are ten reasons why golf club managers need 59Club USA’s satisfaction surveys:

Actionable Insights Through Rolling Surveys

Onboarding new members or employees can be a significant challenge for all clubs. Thankfully, 59club USA’s rolling surveys eliminate some of the guess work regarding your newest addition. These survey tools automatically ask your new members and employees a set of questions regarding their new position at set intervals to measure how a new person at your club (member or employee) is feeling about their choice to join your club. This not only gives you a chance to correct any negative feelings, but also identifies trends over time regarding your entire onboarding process.

In the same vein, member and employee exit surveys provide insight into the real reason behind why someone leaves (whether they are a member or an employee). A few well thought out questions placed into a survey like this will, over time, give the leadership of the club great insights on why people leave and identify trends to make necessary changes.

Benchmarking

59Club USA’s survey tools also allow golf clubs to benchmark their performance against industry standards. This provides golf clubs with a clear understanding of where they stand relative to their competitors and helps them identify areas where they need to improve.

Improved Customer Satisfaction

Perhaps the most obvious benefit of utilizing 59Club USA’s satisfaction surveys is that they help improve customer satisfaction. These surveys provide valuable insights into what members and guests like and dislike about a golf club’s services, facilities, and staff. Armed with this information, golf clubs can make necessary improvements to better serve their members and guests.

Better Operational Efficiency

59Club USA’s survey tools also help improve operational efficiency. By identifying areas where operations can be streamlined, golf clubs can reduce wait times, improve communication with members and guests, and generally create a more efficient and effective environment.

Increased Revenue

Happier members and guests mean more revenue for golf clubs. By improving customer satisfaction, golf clubs can attract more repeat business and new members and guests. In addition, members and guests who are satisfied with their experience are more likely to spend money on additional services and merchandise.

Competitive Advantage

Golf is a highly competitive industry, and golf clubs are constantly looking for ways to gain an edge over their competitors. By utilizing 59Club USA’s satisfaction surveys, golf clubs can identify areas where they excel and areas where they need to improve. This information can be used to differentiate themselves from their competitors and provide a better overall experience for members and guests.

Customizable Surveys

59Club USA’s survey tools are highly customizable, which means that golf clubs can tailor their surveys to meet their specific needs. This allows golf clubs to focus on the areas that are most important to their members and guests and operations.

Easy to Use

59Club USA’s survey tools are also easy to use. Golf clubs can easily distribute surveys to members and guests and collect data in a timely manner. This allows golf clubs to quickly identify areas where they need to make improvements and implement changes.

Staff Development

59Club USA’s survey tools also provide valuable feedback on staff performance. This feedback can be used to identify training and development opportunities for staff, which can improve overall customer satisfaction and operational efficiency.

Continuous Improvement

Finally, 59Club USA’s survey tools promote a culture of continuous improvement. By constantly collecting and analyzing customer feedback, golf clubs can make ongoing improvements to their operations and services. This helps ensure that they are always providing the best possible experience for their members and guests.

Club managers should consider utilizing 59Club USA’s satisfaction surveys to improve customer satisfaction, operational efficiency, and revenue. With customizable surveys, actionable insights, and benchmarking capabilities, these survey tools provide golf clubs with valuable information that can be used to make meaningful improvements.

Running a golf club located in one of the most luxurious destinations in the world, Abu Dhabi, certainly puts a premium on excellent customer service. The city attracts a diverse range of visitors from all around the globe, from business executives to leisure travelers, all of whom expect a high level of service and experience and are accustomed to top-notch treatment wherever they go. In a place like Abu Dhabi – and for general manager of Abu Dhabi City Golf Club, Rhian Lobo – investing in customer service operations is crucial to meet the expectations of both local and international guests.

“As a premier golf destination in the region, we understand the importance of delivering a world-class experience for our members and guests,” said Lobo. “By investing in our customer service operations, we can ensure that we meet and exceed the expectations of our customers, and maintain our position as a leader in the industry.”

One of the key investments for Lobo and his team was partnering with 59club, to work on many aspects of their customer-facing operations.

“We strive to provide our members and guests with the best possible experience, and 59club has been instrumental in identifying not only areas of improvement, but also how to capitalize on things we already do well. They’ve been instrumental in helping us achieve our goals,” said Lobo.

Identifying needs and opportunities are one thing. Collecting and implementing actionable data is another. Using data collected through 59club’s survey tools, Abu Dhabi City Golf Club was not only able to identify that their customers wanted improvements to their driving range, but also used data to create a pitch to their governing board. With the help of such intel, they now have ball tracking technology on all 48 bays, something their members & guests greatly valued.

Lobo adds, “The reports from 59club has given us a fresh perspective on our operations, enabling us to focus on the areas we might have otherwise overlooked. We’re thrilled with the impact it’s had on our driving range, and we look forward to implementing further changes based on new reports down the line.”

In addition to their unbiased mystery shopping audits and survey data, Abu Dhabi City Golf Club has also benefited from on-site training sessions with 59club. These sessions bring the team together and provide them with the tools they need to excel in their roles.

Lobo explains, “Investing in our team is crucial to maintaining our high standards of customer service. The F&B, golf operations, membership sales and retention training sessions provided by 59club have helped us identify our team’s strengths and weaknesses, enabling us to provide targeted training that has ultimately improved the customer experience.”

The investment in 59club and commitment from Lobo’s team has already paid dividends. According to 59club’s data comparisons over the course of the last three years, Abu Dhabi City Golf Club’s customer service satisfaction scores have shown double digit increases in eight different categories, spanning; staff sales & upselling aptitude, customer engagement, facility management, on-course service standards, and the food and beverage operation to name a few.

“The ability to measure our investment and see our success through these reports has been absolutely incredible,” said Lobo. “It can be easy to implement a new program as a manager and simply forget about it. When you forget about it, so do your staff. With regular mystery shopper reports from 59club, we make sure we’re always focused on what matters to our customers, and we are able to reward our staff for achieving measurable success.”

Abu Dhabi City Golf Club has come a long way in their customer service journey. Starting from a Bronze Flag Designation, they have progressed to the 59club Gold Flag standard, a testament to their commitment to excellence.

Lobo concludes, “59club has been an integral part of our success, and we wouldn’t be where we are today without their support. We’re excited to continue working with them to provide the best possible experience for our members and guests.”

59club USA announced today Logan Smith has joined the team in an administrative operations role. Smith will help manage the recruitment, training, and coordination of 59clubUSA’s Mystery Shopper team and assist with marketing and social media for 59clubUSA. 

“We are thrilled to welcome Logan to our team. Her background in recruiting and patient advocacy, combined with her passion for process improvement and customer satisfaction, make her an invaluable asset to our organization,” said Mike Kelly, Managing Partner of 59club USA. “We were impressed by her dedication to teamwork and building trust among colleagues, and we look forward to seeing the positive impact she will have on our administrative operations.”

Smith has a background in recruiting and patient advocacy and is passionate about teamwork and building trust among her colleagues. Logan’s interest is in process improvement to increase customer satisfaction and providing efficiency in all administrative operations.

Smith graduated in 2020 with a bachelor’s degree in Psychology from Georgia College & State University. She now lives in Jacksonville, Florida with her husband Alexander, and son Elijah.

“I am thrilled to join this team and bring my passion for teamwork and process improvement to this role. My background in recruiting and patient advocacy has taught me the importance of building trust among colleagues and ensuring customer satisfaction. I look forward to utilizing my skills and experience to increase efficiency in all administrative operations and contribute to the growth of the company.”

59Club USA’s golf club survey tools are a powerful resource for golf club managers looking to improve their operations and enhance customer satisfaction. With customizable surveys, real-time reporting, and benchmarking against industry standards, these survey tools offer numerous benefits to golf club managers. Here are the top seven features of 59Club USA’s golf club survey tools:

Automated, “Never-Ending” New Member/Employee Survey Series

Arguably the most important feature of 59club USA’s survey tools is the “never-ending” survey including the “New Member Survey” and the “New Employee Survey” which significantly enhances your club’s onboarding process. These surveys ask different questions at specific intervals to the same person over time. The goal is to measure how a new member or employee feels about their experience at the club and identify any negative responses early on and quickly correct them.

Customizable Surveys

One of the most significant features of 59Club USA’s golf club survey tools is the ability to customize surveys to suit specific golf clubs’ needs. This allows golf club managers to collect targeted feedback on specific areas of their operations, such as customer service, course conditions, or food and beverage service.

Real-Time Reporting

Another compelling feature of 59Club USA’s golf club survey tools is the ability to generate real-time reports. This enables golf club managers to quickly access and analyze survey results and identify areas where improvements can be made. The real-time reporting also allows managers to address any issues immediately, enhancing customer satisfaction.

Benchmarking Against Industry Standards

59Club USA’s golf club survey tools also offer the ability to benchmark against industry standards. This means that golf club managers can compare their performance against other golf clubs in the industry and identify areas where they may be falling short. This feature allows managers to set goals for improvement and work towards becoming a leader in the industry.

Multiple Survey Delivery Options

59Club USA’s golf club survey tools offer multiple delivery options, including email, text message, and QR codes. This allows golf club managers to reach members and guests through their preferred communication channels, increasing the likelihood of receiving valuable feedback.

Actionable Insights

Another significant feature of 59Club USA’s golf club survey tools is the ability to provide actionable insights. The survey results are presented in an easy-to-read format, highlighting areas where improvements can be made. This feature enables golf club managers to make data-driven decisions and take actions that will have a positive impact on their operations.

Professional Support

Finally, 59Club USA’s golf club survey tools come with professional support. The team at 59Club USA is available to provide guidance and support throughout the survey process, ensuring that golf club managers get the most out of the survey tools. This feature gives golf club managers peace of mind knowing they have access to expert advice and support.

59Club USA’s golf club survey tools offer numerous benefits to golf club managers, including customizable surveys, real-time reporting, benchmarking against industry standards, mobile-friendly surveys, multiple survey delivery options, actionable insights, and professional support. These features provide golf club managers with the information they need to make data-driven decisions and improve their operations, ultimately enhancing customer satisfaction and increasing revenue.

59Club USA’s hospitality survey tools are a valuable resource for club managers looking to boost their bottom line. By providing insights into areas such as food and beverage service, customer service, and retail sales, these survey tools can help clubs improve their operations and generate more revenue. Here are five ways club managers can use 59Club USA’s hospitality survey tools to boost their bottom line:

Identifying Employee and Member Exit Trends

Any club manager will tell you it costs significantly more to onboard a new member or employee than it does to keep an existing one. With 59club USA’s rolling employee and member exit surveys, club managers can identify trends and make changes to current operations in an effort to keep employees and members on the roster.

Enhance Food and Beverage Service

Food and beverage service is a significant area for clubs to focus on when it comes to boosting their bottom line. By utilizing 59Club USA’s hospitality survey tools, club managers can gather feedback from customers on their dining experiences. This feedback can be used to identify areas where improvements can be made, such as menu offerings, quality of food, and speed of service. By improving their food and beverage service, clubs can generate more revenue from dining sales and attract more customers.

Boost Retail Sales

Retail sales are a significant revenue source for clubs, and 59Club USA’s hospitality survey tools can help club managers maximize their retail sales. By collecting feedback from customers on their shopping experiences, club managers can identify areas where improvements can be made, such as product offerings and store layout. This feedback can be used to make changes that will enhance the overall shopping experience for customers, ultimately leading to more sales and revenue.

Identify Marketing Opportunities

59Club USA’s hospitality survey tools can also help club managers identify marketing opportunities. By collecting feedback from customers on their overall experience, club managers can identify areas where they excel and differentiate themselves from their competitors. This information can be used to develop targeted marketing campaigns that highlight the club’s strengths and attract more customers.

Measure Success

Finally, 59Club USA’s hospitality survey tools can be used to measure success. By collecting feedback from club members and employees over time, club managers can track their progress and measure the success of their improvements. This data can be used to identify areas where further improvements can be made and to continue to boost the club’s bottom line.

Club managers can use 59Club USA’s hospitality survey tools in various ways to boost their bottom line. By improving food and beverage service, enhancing customer service, boosting retail sales, identifying marketing opportunities, and measuring success, clubs can generate more revenue and attract more customers.