The Pellucid Perspective - October 2010 - (Page 12)

yes. 3. Did staff have a pleasing tone of voice? 94% said yes. 4. Did staff smile when they spoke to you? 86% said yes. 5. Were you thanked for playing our golf course? 75% said yes. 6. Did you tee off within 10 minutes of your reserved tee time? 92% said yes. We are not going to pass judgment on whether these scores are good or bad, or whether the six criteria listed are the most important in measuring customer service at a golf course. Com- 2. Did staff make positive eye contact with you? 94% said pared to scores from the original comprehensive survey, these scores demonstrated a marked improvement. Something may have happened that day that displeased the “secret shopper,” and for that reason, open comment boxes are included on a couple of survey questions. Letting the customer vent is a good thing, although it is noteworthy that complaints generally equal the number of compliments customers are generous enough to offer. At the end of the survey customers were asked to provide their e-mail if they wanted to be entered into the monthly prize drawing, and from these the GM could isolate a complaint and respond accordingly. If the person chose not to enter the drawing, the client course still gained from the input. An unknown author once wrote, “If we don’t take care of our customers, someone else will.” We know from the many surveys we have done that customer service is not a reason why someone chooses a course In today’s golf market of many near-similar choices, knowing what your customers think is critical. to play, but it may be a reason they choose not to come back. In today’s golf market of many near-similar choices, knowing what your customers think is critical. It can guide changes and improvements, and can measure results. Remember, the job you save might just be your own! (Pellucid’s Voice of Local Golfer (VoLG) and Customer Satisfaction Tracking CST) surveys are customizable electronic survey products. The VoLG includes an outbound email invitation to up to 10,000 local area golfers not found in the golf course e-mail database. Along with results and commentary we also provide analysis and recommendations. The CST is a monthly tracking of ongoing customer feedback. Both include standard questions that enable us to benchmark results against other courses The CST is valuable in following the VoLG to track progress as a result of changes made in conditioning, amenities, service and value. For more information contact Harvey Silverman at harvinfc@pacbell.net). 12 The Pellucid PersPecTive OcTOber 2010 http://www.kempersports.com http://www.kempersports.com

Table of Contents for the Digital Edition of The Pellucid Perspective - October 2010

The Pellucid Perspective - October 2010
Contents
Bringing a Pellucid Perspective to Golf Industry Information
What's In a Name.... and an Email Address?
September Weather Impact, August YtD Utilization
Will the PGA TOUR be Subject to Repricing?
Alternative Uses for your Golf Course 'Factory'
Los Angeles Market Profile
Survey Says... You're Still Employed
SCGA-PLGA Merger: Sign of the Times?
Sunshine Laws and Midnight Marketing

The Pellucid Perspective - October 2010

The Pellucid Perspective - October 2010 - (Page Cover1)
The Pellucid Perspective - October 2010 - Bringing a Pellucid Perspective to Golf Industry Information (Page 2)
The Pellucid Perspective - October 2010 - What's In a Name.... and an Email Address? (Page 3)
The Pellucid Perspective - October 2010 - September Weather Impact, August YtD Utilization (Page 4)
The Pellucid Perspective - October 2010 - September Weather Impact, August YtD Utilization (Page 5)
The Pellucid Perspective - October 2010 - Will the PGA TOUR be Subject to Repricing? (Page 6)
The Pellucid Perspective - October 2010 - Will the PGA TOUR be Subject to Repricing? (Page 7)
The Pellucid Perspective - October 2010 - Alternative Uses for your Golf Course 'Factory' (Page 8)
The Pellucid Perspective - October 2010 - Alternative Uses for your Golf Course 'Factory' (Page 9)
The Pellucid Perspective - October 2010 - Los Angeles Market Profile (Page 10)
The Pellucid Perspective - October 2010 - Survey Says... You're Still Employed (Page 11)
The Pellucid Perspective - October 2010 - Survey Says... You're Still Employed (Page 12)
The Pellucid Perspective - October 2010 - SCGA-PLGA Merger: Sign of the Times? (Page 13)
The Pellucid Perspective - October 2010 - SCGA-PLGA Merger: Sign of the Times? (Page 14)
The Pellucid Perspective - October 2010 - Sunshine Laws and Midnight Marketing (Page 15)
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202403
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202402
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202401
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202312
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202311
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202310
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202309
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202308
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202307
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202306
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202305
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202304
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202303
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202302
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202301
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202212
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202211
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202210
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202209
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202208
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202207
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202206
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202205
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202204
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202203
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202202
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202201
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202112
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202111
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202110
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202109
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202108
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202107
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202106
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202105
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202104
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202103
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202102
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202101
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202012
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202011
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202010
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202009
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202008
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202007
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202006
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202005
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202004
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202003
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202002
https://www.nxtbook.com/nxtbooks/pellucid/perspective_202001
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201912
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201911
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201910
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201909
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201908
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201907
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201906
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201905
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201904
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201903
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201902
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201901
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201812
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201811
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201810
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201809
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201808
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201807
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201806
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201805
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201804
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201803
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201802
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201801
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201712
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201711
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201710
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201709
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201708
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201707
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201706
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201705
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201704
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201703
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201702
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201701
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201612
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201611
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201610
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201609
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201608
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201607
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201606
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201605
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201604
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201603
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201602
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201601
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201512
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201511
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201510
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201509
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201508
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201507
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201506
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201505
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201504
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201503
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201502
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201501
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201412
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201411
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201410
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201409
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201408
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201407
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201406
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201405
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201404
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201403
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201402
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201401
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201312
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201311
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201310
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201309
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201308
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201307
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201306
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201305
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201304
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201303
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201302
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201301
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201212
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201211
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201210
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201209
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201208
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201207
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201206
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201205
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201204
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201203
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201202
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201201
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201112
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201111
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201110
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201109
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201108
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201107
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201106
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201105
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201104
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201103
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201102
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201101
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201012
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201011
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201010
https://www.nxtbook.com/nxtbooks/pellucid/perspective_201008
https://www.nxtbookmedia.com