- Steve Bird, Business Development
Consultant & Education Lead at Foremost Golf, discusses the best way to elevate your custom fitting offering, with four key focus points as we approach the 2025 season.
When was the last time you received genuinely exceptional service? There is an art to building a strong relationship with your customer and providing an experience that goes the extra mile, showing that you care and exceeding expectations. Customer retention depends on your facilities and fitting environment, but also how well you communicate with the customer throughout their fitting journey.
Analyse how your business delivers on the four key areas below. Can you add improvements in 2025 to enhance the overall fitting experience?
The Booking Process
Your website is often the first impression customers will have of your overall services. It should be user-friendly, clearly describing your qualifications, expertise, and the fact you genuinely care about the outcome. Use plenty of testimonials, and high-quality pictures and videos to showcase your facility.
This is only the first part of the equation. Once you’ve impressed the golfer with your website, you need to offer an online booking system that is seamless. A large percentage of bookings placed through the Foremost online lesson and fitting booking system occur late in the evening, which means customers are becoming less likely to book in person, or over the phone during working hours.
Pre-Service Experience
After the customer has booked a fitting, they should hear from you! Offer some form of communication between the booking and the service. Think about sending out a pre-event questionnaire that provides you with crucial information to enhance your preparation for the fitting. You can also use this as an opportunity to outline expectations on the day, turning potential nerves into excitement. This doesn’t have to take more time and effort; a top booking system will automate this process.
The Environment
First impressions matter, and they last. Take a walk into your studio or teaching facility. Does it make you feel proud? If not, change it! Some simple interior design tweaks like wooden panelling, storage units or LED down lighting can help to provide a clutter-free fitting environment. Perhaps now is the time to do a cost-effective upgrade to take your studio to the next level and wow your customers.
Post Service Experience
After-sales service is the most important, and easiest, way to stand out from the crowd. When done properly, following up with your customers can elevate you above the competition and create strong customer loyalty.
For example, after their purchase, invite the customer back for a free check-up a month later. This might only take 15 minutes of your time but has huge value to the customer and always leads to additional opportunities. Follow up on the phone after a few months, just to ask how the clubs are working for them. Another idea is to send them a thank you and reinforce the message that they can come and see you for anything else golf related in the future. These simple acts carry enormous weight.
After a lesson, why not send them a feedback form, to show you care about your service and are constantly open to improving?
For further advice on how Foremost Golf can help you and your business email membership@foremostgolf.com or visit https://grip.foremostgolf.com
