Perspective


Killing Dissatisfaction

Posted by on 1:00 pm in The Posts | 5 comments

When I was CEO of Select Registry, a portfolio of more than 300 upscale inns, we administered a secret-shopper, 200-point inspection of the guest stay. We knew a thing or two about the customer experience and what guests liked, loved, tolerated and hated. One thing I learned was the power of “dissatisfaction triggers,” which are arguably more impactful to the experience than those things people loved and wanted to experience. Examples might be finding a hair in the bathtub or being treated rudely by staff. We had a lot of first-timers stay at...

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Fixing Malcolm Gladwell’s Shank

Posted by on 11:50 am in The Posts | 8 comments

I saw Malcolm Gladwell deliver a keynote speech at an annual meeting of the American Society of Association Executives years ago. He was very insightful. I read Blink. I read Tipping Point. I read Outliers. I’ve enjoyed how he analyzes the world and its intricacies, patterns and phenomena from interesting points of view. After hearing his recent podcast episode of Revisionist History, in which he attempts to turn “golf” into a pejorative word, my admiration is wavering. I encourage readers to listen to the podcast.  For someone who...

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Crossing the Threshold at the Course

Posted by on 3:04 pm in The Posts | 2 comments

So, I did something this past weekend I haven’t done in 10 years. I went on a guys’ golf trip. Seven of us played 72 holes over three days in North Carolina’s Sandhills. There was beer-drinking. There was joke-telling. There might have been a little gambling. And I might have strung together three rounds in the 70s, something I’ve never done before. But, of course, the “industry guy” in me was making observations and mental notes about the golf operations I was experiencing. I want to share something I admired about two of the courses I...

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“Booking” Golf’s Revival

Posted by on 3:53 pm in The Posts | 0 comments

Bookstores. Small ones, independently owned and operated. Remember those? You know, the ones you would walk into and feel the weight of history’s greatest authors looking down upon you from the shelves, while you looked around in awe at all you didn’t know. A place where you could browse for hours. As a kid, it was a special treat to visit Oxford Books on Pharr Road in Atlanta. When I earned my driver’s license in 1990, I would occasionally venture into the metro area from the suburbs and go to the coolest places, including Oxford. When...

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Presidential Golf

Posted by on 7:12 pm in The Posts | 1 comment

What do Presidents Taft, Wilson, Harding, Coolidge, Roosevelt, Eisenhower, Kennedy, Johnson, Nixon, Ford, Bush, Clinton, Bush, Obama and Trump all have in common? They’re arguably the full spectrum of conservative to liberal, but they all played golf while in office. Unapologetically, actually. Wilson logged more than a thousand rounds while serving as Commander in Chief! Why on earth do presidents get slammed for doing what we all know is so good? My theory is most Americans—and the media who dishes up the criticism—don’t understand the...

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Golf and Gas Stations, Yet Again

Posted by on 10:51 am in The Posts | 1 comment

One year ago, the The Wall Street Journal printed its piece, “Americans Want to Play Golf—Until They Try It.” The article suggested golf courses are like gas stations: “Come or don’t come. Here’s the price.” Implicit in that statement was that the experience at golf courses might be seen as a nothing-special commodity no better than your typical gas station. So, one year later, an observation of a gas station development here on Daniel Island has me thinking about golf. I’m part of a 500-member “Daniel Island Dads” Facebook group, where most...

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How Charleston Wins and How Golf Can Too

Posted by on 6:38 pm in The Posts | 5 comments

The NGCOA is headquartered in Charleston, South Carolina, where tourism is off the charts. Over the past few years, it’s won about every award imaginable, including top U.S. city to visit by Travel + Leisure. Southern hospitality reigns supreme here. The success of Charleston is due in no small part to the intentionality with which the entire city approaches hospitality and service. For many years, the local CVB has conducted city-wide customer service training for all the frontline employees at hotels, restaurants, tour companies and...

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Golf is So Hipster

Posted by on 12:47 pm in The Posts | 1 comment

I do my best to pay attention to trends in pop culture. Not because I’m a trendy guy—I wear the same jeans and sweatshirt just about every weekend—but to see if anything looks promising that could be applied to the golf industry. Ironically, one of the “trends” for the past several years has been to be retro; to bring back those elements of style and culture that were once mainstream, but now seem to be hip, cool and above the mainstream. Some call it being “hipster” or “old school.” One example might be the games from our childhood being...

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#THXPGAPRO and Looking to the Future

Posted by on 3:58 pm in The Posts | 0 comments

Here we are at the start of the annual PGA Merchandise Show, where the halls of the Orange County Convention Center will be hustling and bustling with golf’s practitioners and ambassadors – PGA professionals, and lots of folks who want to do business with them. I’m expecting a greater feeling of optimism and excitement this year about our game and industry as I walk the halls, participate in meetings, share meals and cocktails with friends, etc. Not because we are wearing rose-colored glasses, but because there truly are a...

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Conflict at the Counter

Posted by on 7:24 pm in The Posts | 8 comments

I once oversaw a hotel inspection program at my previous organization, and occasionally would conduct “executive inspections” of properties and guest experiences. I can’t help but look at consumer experiences through the inspector’s lens, but with the owner’s hat on, too—including the golf experience. I’m all about “UI” (user interface) and “UX” (user experience). Such was the case recently in California, where I visited a public course with my brother-in-law, Jens.  Earlier in the day, I checked the course’s online tee sheet for afternoon...

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