The Intimacy Factor

Here is a simple but powerful rule – always give people more than they expect to get.
- Nelson Boswell


The major difference between Golf Shop Retail and other retailing is what I refer to as the Intimacy factor. The finite number of frequently visiting members and or regulars who are there to play golf, expanded by their guests is an intimate customer base. This is obviously more pronounced at private club’s shops than it is at daily fee facilities but most daily fee courses built in the last decade market themselves as providing a “country club for a day” experience. The point is we are not talking about providing superior service to the general public so much as we are creating relationships with avid golfers who are regular visitors to our golf course and shop and who are often as not the more affluent people in the community. This factor is only limiting if misunderstood; it is actually an incredible leg up.

It is easier to acknowledge someone and strike up a conversation if you know their name, their occupation, the rest of their foursome and their handicap. It becomes even easier if you know their likes and dislikes, the clubs they play and the beer they drink. You can personalize this visit by knowing their birthday, their wife’s name and everyone feels special if you ask about their kids. Jack Mitchell who wrote “Hug Your Customer” talks about being able to name his top 250 customers and in many cases mention their dog by name when they enter his domain. Capturing, retaining and then learning to use this information to enhance your customer’s experience should not be considered above and beyond but rather standard operating procedure for your staff and a fundamental of the culture you are striving to create.

Consider the following experience:

“Mr. Smith, good to see you again. We have some lockers set up for your guests and the Titleist ball that you play are on sale. By the way, how is your boy Kevin doing at the University of Michigan? Is he still on the golf team? We just put out some of those Adidas shorts he likes so much. When your friends show up I’ll check them in and send them up to the range. I am really looking forward to meeting them.”

Now consider an alternative typical occurrence:

Mr. Smith walks in to the shop and has a tee time in ½ an hour with three friends who have never played this course which is Mr. Smith’s regular stomping ground. The assistant pro behind the counter asks Mr. Smith his name and tee-time even though he has played there twice a month for the last five years. “Is the rest of your group here yet? Please see to it they check in and that will be $100 each for the tee time. Report to the starter, show him your receipt and he’ll get you on the tee.”

These incidents could as easily take place at private as well as semi-private or daily-fee pro shops. Mr. Smith A is impressed, bought his son a pair of shorts, himself a dozen balls and is going to make sure to introduce his friends to the staff. He will probably tell anyone who will listen about the way they take care of you at his course of choice. Mr. Smith B is not impressed, as a matter of fact that evening he runs into Mr. Smith A and decides over drinks to change up his regular haunt.

Capturing and retaining information to be used as in the Mr. Smith sample above can be as simple as asking for a business card or jotting some notes and adding to a file but retaining customer information is much easier than it used to be when good retailers kept card files or hand written rolodex. Thirty seconds in the right computer screen and Mr. Smith is becoming a relationship instead of a greens fee.

Both Mr. Smiths made their tee times for themselves and their friends a week ahead of time. Your staff is looking forward to their arrival and impressing them and their guests with proactive service or they are missing an incredible opportunity. It should be standard operating procedure to prepare for arrivals with as much of a personal touch as is possible. If the understanding of the staff/customer interaction at your facility is that they take the money for the tee time and go back to whatever it is they were doing when they were interrupted ala Mr. Smith B then you (the Leader) are a poor captain of a rudderless ship.


The leader and staff that serviced Mr. Smith A realize that in order to continue to effectively Wow customers we need to capture, retain and learn to use pertinent information about pertinent regulars.

Possible specific actions:

• Challenge each shop associate to create a customer profile of all the existing members/regulars that they have developed a relationship with. This can be done individually but more effective is electronically with Excel or specific software that the entire staff can access.

• Discuss at all staff meetings creative ways to use these profiles.

• Challenge each key staff member to develop at least one new relationship and profile per day. At clubs this may seem like a finite number that would be quickly exhausted but it isn’t when you consider guests of members.

The best prospect for a new member and loyal customer is an impressed guest.

Related entries: Gems - A Golf Service Solution, The Wow Factor, The Nordstrom Touch.