Best or Worst PGA Professional

[proknows]

Tell us about your experience

As a PGA Professional, I often hear my peers talk about their customer and member experiences. I would like to hear now what you have to say about how we treat you. Do you think we are doing enough for the game of golf? Are we friendly? etc... Let the people speak. :)

[smarshal75]

Having worked in golf shops through college, I had the opportunity to work under seven Class A's. Of that number, I only really enjoyed working with two. I was never in any trouble with any of my supervisors, so this is not an "angry employee" post. Most of the pros I worked for had a serious lack of desire or enthusiasm for running a shop. Most just wanted to teach. As such, their customer service was way below grade, not to mention there ability to manage and reconcile a play sheet was terrible. I really think the PGA should consider a teaching certification and a management certification...let the businessmen run the shop and the teachers teach.

 

Having once considered entering the golf field, I opted to go a different direction in life. That said, I am now just a recreational, fee paying golfer. As a recreational golfer I have had mixed experiences with golf professionals. I must say that customer service is seriously lacking at most of the facilties I have been playing recently. A customer should never walk into a shop and not be greeted by the staff. More often than not its a blank stare or the guy watching the game on the T.V. who seems annoyed by your presence. I just get an unfriendly vibe walking into most shops. I also have noticed many facilities with outside ops staff in inappropriate attire (sagging jeans, sideways caps). I pin this on the pro...he/she needs to make sure the club/course is represented well in both attitude and appearance.

 

As far as growing the game, I wish more pros would take some time to do work away from the course. Such as, get involved in community events, beyond offering a comp foursome for a fundraiser. Perhaps work with a local Boys and Girls club to arrange junior practice days or an introduction to golf. Try to work with local schools to set-up a golf class. Team up with a local city's recreation department to offer a golf program(s). Work on equipment donations for kids.

 

Now I have had some good experiences with pros...I was on the driving range not long ago and one of the Class A's at a place I frequent decided to mingle with the few folks that were hitting balls. He simply came through picking up baskets, talked to each of us on the range about how we were hitting, of course we lamented about our problems. He gave each of us a few quick tips and moved on. I thought this was great...he introduced himself, he made everyone comfortable, and he offered some personal attention. I guarantee in 20-minutes he improved his chances of booking a few lessons and left a good impression which increased the likelyhood of repeat customers.

[proknows]

Great response and hopefully I will get more. I have noticed that the level of customer service in many operations has declined, and refuse to let that creep into my facility. Please continue to post on this subject so I can share it with my staff of five Assistant Golf Professionals. Your input will make them better.

[pmas93]

Many PGA members I have come in contact with are at a semi-private facility and I am not a member so I feel like I am treated as a burden. I have walked in before a member and nothing is said to me, but the member is waited on hand and foot. We are both customers and if it was a private facility I would understand more, but in the long run a customer is a customer. I have recently come in contact with an Assistant Pro who was very helpful, very customer friendly and offered a free putting lesson on the practice green. So while I realize not all of the PGA members are that way, a majority of the ones I have come in contact with in the Atlanta area seem to be. It is refreshing when you meet one who seems to be there for everyone.

[proknows]

It is unfortunate to hear that many of my peers seem to have earned that reputation. However, I hope there are enough of us that do not fit that image, to help change players minds. I have been in the business for almost twenty years, and can honestly say I love it more every day. The stated mission of our association is to grow the game of golf, and I think we need to take a long hard look at the attitude of some of our own members. Thanks for the feedback.

[Milo]

Had experience with four teaching/touring pros.

 

All were decent types but one was exceptional.

 

Apart from being a very fine player (normally shoots well under par from the tips) he is a very fine person. Magnanamous in (inevitable and crushing) victory knows when to banter and when to chill never offers advice but always full of encouragement.

 

A Yank, too. Go figure.

[specialblend218]

Best would have to be when the pro walks up and shakes your hand like you're some one important and says "Hi" and introduces himself or asks how you're doing.

 

Worst experiences would have to be either the pro that was stealing money from our paychecks and wouldn't pay us back (thanks to the employment board we got it back). Or the time a co-worker walked in on the pro having an affair with the banquet coordinator on her desk, and hearing about how pissed he was because we knew he was cheating on his wife, or the third time would be when another pro was looking at porn on the handicap computer in the pro-shop.

[emc]

I have had the same pro all my golfing career, and he's the best pro I could ask for. First off, he's the nicest guy you could meet, always has a greeting and asks me how I'm getting on with the game etc. Secondly, he knows my swing inside out, so 2 shots into the lesson he can spot straight away what is wrong with me. Granted it takes me about a week to get the change in but after the initial awkward period it's poetry in motion swinging. On top of that, he's a great player, not that he gets to play that much. Shot -6 the last day he was out and won something similar to the a State Am. in his younger days.

[RNF]

I really think the PGA should consider a teaching certification and a management certification...let the businessmen run the shop and the teachers teach.

 

 

smarshal75,

 

You'll be happy to know that in 2004 the PGA has begun a certification program in six career paths including Golf Operations, General Management, Ownership/Leasing, Retail, Instruction and Executive Management.

 

 

 

PGA members or apprentices are no different from anyone else. Some are good people, some are bad. Some enjoy their job, some do not. The golf business is a strange one. I've met many who get into the business because they love to play the game of golf, but do not really enjoy meeting people. You sure do have to love the game of golf, but you better enjoy being around people.....any and all types of people.

 

 

 

Short story - I worked seasonal in LI, NY and Vegas in the winter. I had a member who literally yelled at me (she yelled at everyone, and all the staff avaoided here like the plauge) for putting her husbands bag on the drivers side. I made it my misson to be nice to her, the kill her with kindness route....well she continued to yell at me the whole season. I figured I'd lost that bet to myself. Fast forward to Vegas in December and I run into one of her friends (she had alot of money so she had "friends", her family owns a NFL team) and they say to me how she misses me and hopes to see me next season......I'm thinking wow, I did make an impression on her, she just doesn't know any other way to behave except yell.

 

 

 

In general, all people remember the "bad seed" more than the nice ones. The nice ones far outnumber the bad, but unfortuneately it's the bad ones that sick in our mind. That's a major character flaw in humans. As long as you don't get hung up on it........

 

 

 

Proknows,

 

it's our job as senior staff members to mentor apprentices and younger members. I know we've all met the person who works at "Bushwood CC" and thinks he's "above it all". I don't blame him, I blame his supervisor. If his supervisor had taught him well, these things wouldn't happen as much. I will say this having worked some very nice clubs before; the members at high-end clubs will not stand for "attitude" from their employees. Members at "Bushwood" know you're an employee and expect you to realize that as well. I'm not saying they are jerks, but they do expect you to "know your place". When I've worked at the "high end" club there has been a few jerks and many very nice caring people.....just like at any muni.

 

 

 

I try and instill in everyone on the staff that the member/guest is not an interuption to your day they are the reason for it. Granted that's alot easier to do when you are at a private or semi-private club. When you are at a muni with a tight budget and minimal staffing it becomes a major challenge. Hence the reason I do not enjoy working at a facility like that. I just does not fit my work style.

[smarshal75]

I really think the PGA should consider a teaching certification and a management certification...let the businessmen run the shop and the teachers teach.

 

 

smarshal75,

 

You'll be happy to know that in 2004 the PGA has begun a certification program in six career paths including Golf Operations, General Management, Ownership/Leasing, Retail, Instruction and Executive Management.

 

 

 

PGA members or apprentices are no different from anyone else. Some are good people, some are bad. Some enjoy their job, some do not. The golf business is a strange one. I've met many who get into the business because they love to play the game of golf, but do not really enjoy meeting people. You sure do have to love the game of golf, but you better enjoy being around people.....any and all types of people.

 

 

 

Short story - I worked seasonal in LI, NY and Vegas in the winter. I had a member who literally yelled at me (she yelled at everyone, and all the staff avaoided here like the plauge) for putting her husbands bag on the drivers side. I made it my misson to be nice to her, the kill her with kindness route....well she continued to yell at me the whole season. I figured I'd lost that bet to myself. Fast forward to Vegas in December and I run into one of her friends (she had alot of money so she had "friends", her family owns a NFL team) and they say to me how she misses me and hopes to see me next season......I'm thinking wow, I did make an impression on her, she just doesn't know any other way to behave except yell.

 

 

 

In general, all people remember the "bad seed" more than the nice ones. The nice ones far outnumber the bad, but unfortuneately it's the bad ones that sick in our mind. That's a major character flaw in humans. As long as you don't get hung up on it........

 

 

 

Proknows,

 

it's our job as senior staff members to mentor apprentices and younger members. I know we've all met the person who works at "Bushwood CC" and thinks he's "above it all". I don't blame him, I blame his supervisor. If his supervisor had taught him well, these things wouldn't happen as much. I will say this having worked some very nice clubs before; the members at high-end clubs will not stand for "attitude" from their employees. Members at "Bushwood" know you're an employee and expect you to realize that as well. I'm not saying they are jerks, but they do expect you to "know your place". When I've worked at the "high end" club there has been a few jerks and many very nice caring people.....just like at any muni.

 

 

 

I try and instill in everyone on the staff that the member/guest is not an interuption to your day they are the reason for it. Granted that's alot easier to do when you are at a private or semi-private club. When you are at a muni with a tight budget and minimal staffing it becomes a major challenge. Hence the reason I do not enjoy working at a facility like that. I just does not fit my work style.

 

I had heard the PGA made additional changes to the program. I left golf, both playing and working, around late 1998/early 1999, returning last year. So undoubtedly things progress. I remember the guys who were in the shop when I was working were typically good amateurs, who couldn't make it to the tour, but nonetheless didn't want to leave golf. Their primary intent was play time, not customer service, shop operations, or outside services. I would assume now the hurdles for entry to the PGA are high enough that this type of person is discouraged from attempting it.

 

With respect to growing the game, I suggest Class A's look to the American wine industry as a case study. For the longest time the wine industry suffered because of negative stigmas associated with wine consumption (e.g., only the rich can have good wines, you have to appreciate a wine, wine snobs, etc.). As a result of such stigmas, the wine industry was unable to attract a lucrative segement, the 21 to 35 year old. Over the past ten years the wine industry has done a wonderful job dispelling myths about wine. As a result, the American wine industry is booming.

 

Take this lesson to golf. Make it fun and unintimidating at a reasonable cost, help reduce the negative stigmas commonly associated with the game (e.g., to expensive, country club attitudes, old men). Juniors should be the primary target, if you start a kid on golf they are more likely to play it later in life. To get kids in the game, you have to win parents. Parents are going to be hard to win when green fees are out of control and a driver costs $700.

[RNF]

With respect to growing the game, I suggest Class A's look to the American wine industry as a case study.

 

The wine industry is what's wrong with my game...... ;)

 

 

 

Seriously, that's good info.

 

I'm a huge proponent of Junior Clinics/Camps, as well as 9-Hole golfers. We have to grow the game. That is our misson and I believe in it 100%. I'm presently building a course in TX and I am fighting to get an addtional 9-hole executive built as well......I haven't won the war......yet :)

[retep]

in the minimal amount of lessons i've had i think that the various pros have all been too serious. Either that or they lacked personality. they should take a lesson from a good sales rep on being outgoing and setting people at ease a bit. i taught tennis for 20+ years and could certainly teach all the pros i've had in golf a few things about people skills. adult lessons are the best. you have a person there who WANTS to be there and is paying for it. not some kid pushed by their parents. be outgoing, pleasant, a good listener and limit the hour to 2 things someone has to remember and you can turn out successful tennis players. i can't believe this isn't do-able from the pro's i've had so far, and i shall try again with some new ones in the spring.

 

enough rambling on...

What was Really useful so far:

- dave pelz 1 day short game class <--- simple fixes/new things/changes/etc...

 

pretty useful

- local club series of 6 lessons group + on course we played a few holes for management (and that made a difference in my thinking).

- local guy at the driving range when he showed up on time, or at all, etc...

 

not useful

- one off lesson at a resort in palm springs with an assistant pro ($100?)

 

 

jeez, i sound bitter.

[Mikolar]

There have already been some good comments but from my perspective the most important thing is a combination of honestly and common sense.

The best club pro I've been around was known for being a good player who was decent in is dealings with people. At times, he upset a few of the members if they were in the wrong -- his first concern was the greater good of the membership, the club and the game (not necessarily in that order).

 

He worked to get members legitimate favors they requested (good deals on clubs and attire, recipricols at other major courses around the country and occassional trips with his staff to play in sponsored tournaments. But, you never asked him to fudge on a handicap...you never asked him to break a rule he knew was important to others in the club.

 

His staff spoke to everyone and pushed quality in their service and retail offerings. They were on the range a bunch to help players of all levels. He and his staff helped make the experience one that didn't involve brown-nosing, just common sense service that raised the enjoyment of golf to a higher level.

[pmas93]

I would agree with the youth comments on here. I went out yesterday here in the North Georgia mountain area. I hit a bucket on the range with my new Sumo2 just to see if I liked it. I played 4 holes and went into the clubhouse to think over weather I really wanted to play any more because it was so cold. It was high 30's with a 20 mph wind. But I am signed up to take the PAT on February 19th so I stopped in to grab a hand warmer because I couldn't feel my hands on chips and putts. There was a 13 year old kid that came in, face was blood red and said he just rode 5 holes with a guy until he wussed out so he walked the last 4 holes. He then said, I have golf team tryouts tomorrow so I'm gonna go walk the back 9. I asked if he minded some company and he had the look on his face like he had just seen a ghost. He couldn't believe I would take up time to go play 9 holes with him. Along the way I shared a couple of golf courtesy things with him and when looking for one of his balls in the tall weeds I found several balls and told him to put them in his bag. I then found a Pro V1 and asked him does he like Pro V's and he said Heck Yeah, I just can't afford them. So I said, here is one that you can use tomorrow at tryouts and tossed it to him. You would have thought I had just handed him a $20 bill. I suggested that he take his time and use his smooth swing, he got quick and tried to kill the ball 2 out of every 3 swings. He used his smooth swing on his drive and his approach shot and stuck it to about 10 feet. He started to get up and just hit his putt without even looking at it. I asked him if he read it first and he said no. I simply said if I had a birdie putt I would be looking at it closely to make sure I had a good chance to make it. He took a look and then aimed with a little more break and he drained it. He was so happy that he birdied a hole he had never birdied before and most of all that he beat me on a hole.

To me, that is what growing the game is about, sharing some time with a kid. That is why I want to pass my PAT and try to become a member of the PGA because I love sharing things with kids and that look on their face when they do something they have never done before. I am a music teacher and love interacting with kids so it is only natural to share my love for the game of golf with them.

So hopefully, I can pass the PAT on the 19th!

[smarshal75]

With respect to growing the game, I suggest Class A's look to the American wine industry as a case study.

 

The wine industry is what's wrong with my game...... ;)

 

 

 

Seriously, that's good info.

 

I'm a huge proponent of Junior Clinics/Camps, as well as 9-Hole golfers. We have to grow the game. That is our misson and I believe in it 100%. I'm presently building a course in TX and I am fighting to get an addtional 9-hole executive built as well......I haven't won the war......yet :)

 

Clinics and camps are great, but maybe think beyond that...say set a standard fee for juniors (e.g., playing after 3:00 p.m. Sat/Sun...$10), host a local junior league with a tourney once a month at twighlight on the members side, maybe a father/son/daughter rate, where dad/mom get a discounted green fee when accompanying their child(ren).

 

Since I have been out of the golf industry for sometime, I don't know if there is much collaboration between pros at different courses, other than reciprocal play. I do recall that the pros I worked for never got together with the pros of surrounding courses. Maybe a quaterly social meeting of various pros and their staff could help generate ideas for attracting and retaining more players, set some marketing strategies, and so forth.

 

I wonder if at some private facilities there might be an opportunity to include the membership in attracting and mentoring juniors. Many retired golfers may enjoy some philanthropic or volunteer opportunity to fund or teach kids the game. However, they just need someone to coordinate the effort. This could be a great project for an assistant to run.

 

Look at someone like pmas93. He already recongizes the value assisting a kid. Letting someone like him run a junior program would be a great idea.