Customer Experience Is Everything
My business partner, currently in LA, recently shared an article from the LA Times that has stirred quite a commotion among the public golfing community in the City of Angels, akin to the uproar among Dodgers fans grappling with gambling scandals, apparently.
However, the crux of the matter I wish to highlight from the article isn’t solely the challenge posed by tee time brokers, akin to ticket scalpers. Rather, it's the palpable decline in the customer experience due to the significant surge in demand. Thus far, the response from the backend seems to be predominantly apathetic, which is profoundly undermining the day-to-day operations for the GMs/Directors of Golf. Over time, we anticipate a corresponding apathy from the general public, leading to a slight downturn in golf rounds in 2024 compared to 2023.
We've observed similar trends firsthand. GMs practically embrace us when they learn how The Connected Course (TM) can streamline their operations, while owner/operators virtually high-five us upon realizing they can optimize efficiency further. Yet, securing a mere 45-minute onboarding meeting, even post-sign-up, feels akin to securing an audience with the Pope. Just last week, we witnessed one GM on the verge of a meltdown simply because one of their pro shop staff called in sick (and yes, we did insist on the meeting).
This status quo is untenable. CourseIQ deeply empathizes with this struggle, having emerged from similarly demanding fields and backgrounds. We recognize that GMs wear this stress as a badge of honor, believing it's ingrained in the "process." However, unlike loyal 76ers fans, we don't trust this process. We're determined to disrupt it, allowing you to return home for dinner more frequently, eschewing those 5:30 am call times (show up at 7:30-8, assured that all is well), and liberating you from a day consumed by reactive responses.
Adverse weather conditions will persist, and staff will occasionally call in sick. Yet, we can implement strategies and automate decisions against these occurrences, particularly upsells, so you're not tethered to personal experience every minute of every day. Redirect that superpower toward more pressing matters that demand greater attention.
We've got your back. Now, if only I could align mine to stop slicing so egregiously this past month. Good grief.
See you on the tee box!