I was recently at an old club in the Northeast with a turn
of the century clubhouse. I walked into the shop and was approached by a ghost.
I say that in a very “matter of fact” way because that is how it happened. She
welcomed me to the club, asked my name and introduced herself as Giddy. I only
knew she was a ghost because she had the consistency of a young, cute and
friendly hologram.
“Giddy, this is an amazing greeting to say the least. How
come I’ve never heard about you?”
“Oh, I ask the folks I engage not to talk about me but to
speak highly of their experience here, you can mention me in your blog if you
like however.”
“How do you know I have a blog?”
“I do a little research before I approach someone. I’m
connected in that regard.
Are you here to play – it certainly is a beautiful day for
it?”
“Yes I’m waiting on three friends. I’m early for our tee
time and probably going to hit some balls while I wait, but I thought I’d look
at perhaps buying a new bag. Can you tell me anything about this bag (we
happened to be standing next to a golf bag)?”
“No, unfortunately they don’t invite me to any product
knowledge sessions. I don’t know if that is because they don’t have staff
meetings or just don’t think to invite me. So I just greet. We do have quite a
nice range – I’ve never seen it because I don’t leave the shop – but I’ve been
told it is outstanding.”
“Well it has been a pleasure talking with you. I think every
shop should have a Giddy.”
“That is so nice of you to say. It was my pleasure also and
truly my privilege to greet you.”
It is a fundamental retail tenet that people are greeted as
they enter your space and made to feel that their time spent here will be a
warm and friendly experience. At an educational seminar I presented in October
to the PGA of Alberta this subject was raised and the strategy to prod staff
from behind the counter was discussed at length. The two main points I made
were that the social component needs to be explained as an important part of the
culture and therefore as a crucial area of the job description. This has to be
mandated at point of hire, reviewed at subsequent evaluations and reinforced
with both product knowledge and retail training with all Giddys invited. It is
human nature to expound upon subjects with which we are knowledgeable and
comfortable while avoiding those subjects where knowledge is lacking. It is
incumbent upon leaders to understand and provide appropriate training.
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| The Staff at Southern Hills GC |
