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One of the biggest changes COVID-19 has triggered in the world of golf club management is also one of the easiest to overlook.

In very short order, the pandemic has completely reshaped how clubs interact with their members and guests.  Face-to-face board meetings are out; videoconferences are in.  Handshakes are out; contactless interactions are in.  Crowded, bustling golf shops and shotgun starts are out; capacity limits in the restaurant and not raking bunkers are in.

But one of the most significant, albeit subtle changes, is COVID-19’s near-complete eradication of a widely-used and highly effective technique for fostering member & guest engagement: “The Smile”.

The human smile exerts enormous influence on the perceptions of those with whom we interact.  “Service with a smile” isn’t just a catchphrase – it’s a proven approach for elevating member and guest satisfaction.  When greeted or served with a smile, members and guests view your team members that they’re interacting with as friendlier and more trustworthy which are both keys to delivering great customer service and both stem from a simple, primitive facial expression.

On this episode of The GIG Podcast, we welcome Andy Stangenberg, the Founder & CEO of Q-Principle to talk about how to deliver “Service With A Smile” in the age of COVID-19.

There’s no doubt that face coverings complicate the delivery of in-person guest experiences, given our reliance on facial cues when interacting with others.  However, it’s important for clubs to find alternatives to those non-verbal communication signals, particularly since they can shape customer impressions so powerfully. 

Tune in to hear Andy and James discuss a variety of tips for overcoming the customer experience challenges that ensue from a face-masked society.

Highlights you won’t want to miss:

• 2:35 – Since great customer service is a feeling you give your members and guests; how do you deliver a feeling?
• 9:02 – How to give a smile to someone from “Behind The Mask”.
• 11:35 – Some of the techniques that your team can use to engage with guests and show that they’re ready to provide a great guest experiences.
• 13:55 – One sure fire way to improve the guest experience when your guests register in the golf shop for their day at the club.
• 18:25 – How to get your team members who are not very expressive to be more engaging and forthcoming with their body language and energy.
• 25:16 – Learn about an improv game you can use as a tool with your staff in an orientation or training session that is tremendously useful in helping your team members with the words that they choose to use with your members and guests.

If you could use some support to improve the delivery of great customer service at your club from “Behind The Mask”, then you won’t want to miss this episode of The GIG Podcast.

To work directly with Andy and the Q-Principle team be sure to check out their website at www.q-principle.com or you can email Andy at andy@q-principle.com.

To learn more about Golf Industry Guru, and to gain access to online golf business education from the world's most successful business, golf, & hospitality industry leaders, visit us at www.golfindustryguru.com.