Dragmatting a green after topdressing - don’t the members just love it!
“Some essential greenkeeping operations are unpopular; some are very unpopular!”
time - time that ought to be spent on the genuine concerns.
GREENKEEPING is a highly skilled and technical profession that requires many years of education and experience to gain a senior position. So why should we expect our members to understand our complex profession? But, I will always try and keep our customers as informed as possible.
Newsletters and reports are great ways to educate and inform members. I produce a monthly report that we display on the notice board. I also write a bi- monthly newsletter called ‘Course Matters’ which is sent to each member’s home address and contains other club information, subscription fees and so on. We also post relevant information on the website.
CATION s and Members
operations, the customer will never fully understand. However, with good communication we can limit the complaints.
Essential, and often disturbing, maintenance work is necessary, so we have introduced a ‘maintenance week’ to the fixture book and all competitions are avoided during this time. We are restricted to that week but at least we can perform essential work, such as verti- draining, at a time of year when it is most beneficial. The members understand this and appreciate the notice.
In any business there is the 80/20 rule and this also applies to customer satisfaction. 80% of our customers are normally happy and content, but 20% are not. These 20% are, on the whole,
misinformed or have a lack of understanding. With good communication techniques I can eradicate most complaints and concerns. However, there is a hidden 5%. This
lot are never happy unless, of course, they are complaining! It doesn’t matter what we say or do they will find something to complain about. It’s not personal it’s just the way they are. Why should we make them unhappy by giving them nothing to complain about? Pleasing this minority is impossible and trying to please the unappeasable will ultimately have a detrimental affect on the course and the work we need to do in order to maintain the course. The skill is determining who is a compulsive moaner and who has a genuine complaint. If we get this wrong then we are wasting our
I feel it is important to build a good
relationship and a rapport with the committee. This can be difficult at times, especially when there is a lack of understanding of each others role. This can be improved with good, open lines of communication and education. For me, it is vital that I listen to the committee. Yes, I am the expert in greenkeeping, but they represent the members and have the best interest of our members at heart. They will also have a better perception of our members’ views. In many ways the committee is the communication link between staff and customers. It may sound corny but I believe in teamwork and each member of the team has a role to play. Course walks are a great way to interact with the committee. This gives the committee the opportunity to show me problem areas, give their ideas and suggestions and highlight the positives. This works both ways, and I find it easier when I can physically show them the problems, the successes and the evidence.
Attending seminars and industry shows with the committee is also a great way of educating and networking. These shows can be very impressive to a new committee member. I am always amazed how shiny new machines enthuse even the most pessimistic committee member. It’s certainly an idea to take the treasurer along! Formal Greens Meetings are set on a regular basis. This gives me the
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