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Customer service seminars highlight best practice

59Club, the golf-specific mystery shopper service and the Club Managers Association of Europe (CMAE) hosted a day of customer service seminars recently at The Belfry. Key-note speakers included Gregg Patterson, general manager of The Beach Club, Santa Monica, the creator of a number of widely used management-development programmes and a regular contributor to leading trade journals.

Two other high-profile presenters addressed audience: Mike Leemhuis, the CEO of the Congressional Country Club, Bethesda, Maryland, and Julian Small, the CEO of the Wentworth Club, in Surrey. They both gave their insight into the effects of good customer service on profit margins and also the mechanics of staging major golf events.

Simon Wordsworth, chief executive at 59Club and a fellow of the PGA, stated, “The seminar programme was a new addition for us this year, and seems to have gone down extremely well. Our service provides good quality information in a very simple way, but the key is for managers and their teams to use this information, learn from it and apply it. Gregg, Mike and Julian gave us an inspiring insight into club management – and I am sure we will see these strategies applied successfully at venues across the UK and beyond.”

Photo shows: Simon Wordsworth