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Grouchy Course Marshals = Bad Customer Experience

Written by: Tony Korologos | Date: Friday, September 14th, 2012
Categories: BoneheadsGolfHackers

In today’s economy customer service is very important to any business.  Most golf courses are really struggling and rounds played is down.  Naturally it is very important for courses to do everything they can to make their patrons enjoy their experience in hopes that they continue to be patrons.  Course conditioning is naturally important as are the amenities.  Customer service is just as important, if not more.

Grouchy Course Marshals

Once a player or group of players is out on the course, there are only one or two people who work for the course that interact with them.  A beverage cart or snack bar attendant is one, but the most interaction is likely from marshals out on the the course.  I seriously doubt that most courses have any idea what their marshals are doing.  My home course for instance, struggles with marshals.  In this particular case, the marshals are out ball hunting.  They’re not paying attention to the players or pace of play.  They’re just looking for ProV1’s in the bushes.

In a recent round I had a very distasteful experience with a very grouchy marshal.  Here’s the setup.  My dad who is 75+ joined me and two golf buddies for a round at a very nice resort course.  We had a 10:27 tee time but one person had troubles making it so we pushed back our time with the pro shop to around 10:45.  The pro shop had no problems and there were no groups behind us for a while so they didn’t mind.  So when we teed off there was a gap of about 27 minutes in front of us, assuming they did tee times every 8 minutes.

By the time we reached the 2nd green a cart came up from behind us with two riders.  On the 3rd tee I politely asked the twosome to play through us.  As it turned out, there was only one set of clubs.  A daughter was riding along as her father was enjoying a round as a single player.  They were equally polite, played through and we never saw the single again.  Naturally a single is going to play far faster than a foursome.

A few holes later, somewhere around the 6th green a twosome of women approached us.  They did not appear to be in any hurry as when we attempted to wave them through on the next tee, they sat in their carts talking.  On the 8th tee the course marshal stopped us before teeing off and this was the discussion.

Marshal: “Are you guys having fun?”

Me: “Yes.”

Marshal: “Well the group behind you isn’t having any fun.  And none of the groups behind them either.   I messaged you to speed up and you’re holding up the whole course behind you.  You’re 20 minutes behind.”

Me: “We started 20 minutes late.  We’re playing at a decent pace for a foursome.  We are happy to let the twosome play through behind us.  And what does ‘messaged you’ mean?”

Marshal: “I sent you a message on the cart’s GPS screen.”

Me: “We don’t have it turned on. I’m using a laser for my yardages.”

Marshal: “You need to get it moving and catch up with the group in front of you.”

Golf partner: “You mean the single?”

This whole discussion soured our entire group for the rest of the day.  The marshal’s attitude was really not pleasant.  Looking behind us, there was another twosome and a threesome behind us.  I can’t believe that the management would stack twosomes and threesomes behind a foursome and expect the foursome to be on the same pace.  We finished the front nine by 12:55, two hours and 10 minutes.  This is not bad for having two players who have never played the course and one senior player.

Had the marshal more politely said, “Would you guys mind picking up the pace a bit?” we wouldn’t have had a problem.  And we’d already offered to let the twosome play through.  That same twosome followed us the rest of the round with no complaints.  Later the drink cart lady told us that the marshal was a grouchy guy.  If I’m the owner or manager of the course, I don’t want him representing me and souring my customers.

 

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