I’ve always maintained the following order to deal with complaints: 1. Maintain Professionalism 2. Listen, don’t just hear 3. Acknowledge & Emphasise 4. Assess the Situation/s 5. Provide solution/s 6. Outcome 7. Document (future reference/training)

Over the years many of the complaints or grievances from golfers seem to surface or reoccur is when resources do not meet or match expectations! Therefore a very effective way to address & combat grievances or complaints is to author and publish written maintenance standards that are better linked to the resources that can meet those expectations. Publishing & getting golfers buy-in on expectations & the resources required to meet those expectations is a more realistic approach & can evolve as either expectations or resources change.

When speaking to the customer we want to make sure we’re asking about their entire experience. This is important as they may have more complaints than the one(s) voiced. Additionally they may have feedback on things they liked. Secondly it is just as important to follow up with the member to ensure the issue(s) have been remedied. Doing so will create confidence in your customer base, along with providing you more pieces of data for analysis.

To keep a course complaint free; that would only happen in utopia. There a several great suggestions on handling grievances already stated. One of the most important I believe is not only hearing the member but listening. Perception isn’t always reality but when a Member shares a problem they are having, it is their reality. At that point when they share it now becomes the operators issue to resolve. It may be simple as a one off, it may be a training issues, or even bigger a cultural issue at the club. Once you have an opportunity to digest the issue and have a plan to address make sure you follow up with the Member and let them in on the plan. Then make sure you follow up again with that Member to check progress or satisfaction.

Beschwerden sind Chancen, Prozesse zu überprüfen, nachzubessern und Leistungen zu verbessern und zu steigern. Wichtig ist das Einholen von Feedback zu Beschwerden und die Anhörung aller Meinungen. Nicht jede Beschwerde betrifft das Gesamte - oftmals ist ein Beschwerde eine Meinung einer kleinen Gruppe. Das Problem sollte im Team analysiert und Prozesse überprüft werden. Welche Änderungen führen ggfs. zu Beschwerden einer anderen Gruppe? Kosten/Nutzen der Änderung? Testphasen einführen! Transparenz aller Mitglieder*innen und Mitarbeiter*innen helfen diese mit in den Prozess zu integrieren. Transportieren Sie, dass Sie die Beschwerde ernst nehmen und am Problem arbeiten. Halten Sie den Beschwerenden auf dem Laufenden.