How can you balance guest needs with golf course needs when addressing complaints?

1 Listen and empathize

The first step to resolving any complaint is to listen and empathize with your guest. Show them that you care about their feedback and that you understand their frustration. Avoid interrupting, arguing, or making excuses. Instead, use phrases like "I'm sorry to hear that" or "I can see how that would be disappointing". By listening and empathizing, you can diffuse the negative emotions and build rapport with your guest.

2 Acknowledge and apologize

The next step is to acknowledge and apologize for the issue that caused the complaint. Even if you think the complaint is unreasonable or unfounded, you should still acknowledge the guest's perspective and apologize for any inconvenience or dissatisfaction. This does not mean that you have to admit fault or liability, but rather that you respect the guest's feelings and expectations. For example, you can say "I apologize for the poor condition of the greens today" or "I'm sorry that you had to wait for your tee time".

3 Explain and offer

The third step is to explain and offer a solution or compensation for the complaint. This is where you can balance the guest needs with the golf course needs. You should explain the reason behind the issue and what you are doing to prevent it from happening again. For example, you can say "We had an unexpected storm last night that damaged the greens, but we are working hard to restore them as soon as possible" or "We had a large group of players who booked in advance, but we are trying to accommodate everyone as best as we can". Then, you should offer a solution or compensation that is fair and appropriate for the situation. For example, you can say "We can offer you a free round of golf next time you visit" or "We can give you a 20% discount on your green fee today".

4 Confirm and thank

The final step is to confirm and thank the guest for their feedback and cooperation. You should summarize the agreement and ask the guest if they are satisfied with the outcome. For example, you can say "So, to recap, we are giving you a free round of golf next time you visit, and we hope you will enjoy our course when it is in better shape" or "So, to confirm, we are applying a 20% discount on your green fee today, and we appreciate your patience and understanding". Then, you should thank the guest for their feedback and for choosing your golf course. For example, you can say "Thank you for sharing your concerns with us, we value your opinion and we hope to see you again soon" or "Thank you for playing at our golf course today, we are glad you had a good time and we look forward to seeing you again".

By following these four steps, you can balance guest needs with golf course needs when addressing complaints. You can show your guests that you care about their experience and that you are willing to make it right. You can also protect your golf course's reputation and encourage repeat visits and referrals.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?