Guest loyalty and retention are crucial for any golf course that wants to thrive in a competitive market. But how can you train your staff to promote and support your loyalty programs effectively? In this article, you will learn some practical tips and best practices to help you achieve this goal.
The first step is to make sure that your staff understands the benefits and features of your loyalty program, as well as the eligibility and enrollment criteria. You should provide them with clear and concise information, such as brochures, flyers, or posters, that they can use to explain the program to your guests. You should also train them on how to use your loyalty software or system, and how to troubleshoot any issues that may arise.
We sell what we believe in. The mantra here is : ???????? ???? ???????????? & ?????????????????? !! Your employee may afford to be the customer, but she/he should see so much value in it for the customer that they become spontaneous Brand Advocates ??
The second step is to teach your staff how to communicate the value proposition of your loyalty program to your guests. You should emphasize the benefits that your program offers, such as discounts, free rounds, rewards, or exclusive access. You should also highlight the emotional and psychological aspects of loyalty, such as recognition, appreciation, or belonging. You should train your staff to use positive and persuasive language, and to tailor their messages to different types of guests, such as new, regular, or VIP.
It's all about "Value" & ???????????? ???????? ?? ?????????????? ??/???? ???????????????? ?????????? : ?????????????? !! If the product appeals to the emotions of the seller & buyer, it's SOLD ????
The third step is to motivate your staff to encourage enrollment and engagement in your loyalty program. You should set clear and realistic goals and expectations for your staff, and reward them for their performance. You should also provide them with feedback and coaching on how to improve their skills and techniques. You should train your staff to use different methods and channels to promote your program, such as face-to-face, phone, email, or social media.
3 things here to note : 1) Unless you sell, it doesn't get sold !! 2)Sell the right product/service that suits the chosen customer. Each one will have a unique requirement. 3)Never sell for rewards, sell in a way that you wish to be sold to and see, you will sell more for more years to come.
The fourth step is to ensure that your staff delivers exceptional service to your loyal guests. You should train your staff to recognize and greet your loyal guests by name, and to thank them for their loyalty. You should also train them to personalize and customize their service, and to anticipate and exceed their needs and expectations. You should train your staff to create memorable and positive experiences for your loyal guests, and to solicit their feedback and suggestions.
the key word here is "exceptional"....this ???????? ?????????? ???????? ?????? ???? ?????????????? ???? ???? ?????? "?????????? ????????". Are you willing to? Ask yourself...
The fifth step is to empower your staff to build relationships and trust with your loyal guests. You should train your staff to be friendly, respectful, and professional, and to show genuine interest and care for your guests. You should also train them to be knowledgeable, helpful, and proactive, and to provide accurate and reliable information. You should train your staff to be consistent, transparent, and honest, and to follow up and follow through on their promises and commitments.
The sixth and final step is to create a loyalty culture within your organization. You should communicate and reinforce your vision and values, and how they relate to your loyalty program. You should also model and demonstrate the behaviors and attitudes that you expect from your staff. You should foster a sense of teamwork, collaboration, and accountability among your staff, and encourage them to share their ideas and best practices. You should also celebrate and recognize your staff and your loyal guests for their achievements and contributions.
First, your staff needs to fully understands the loyalty program, its benefits, how it works, & who it's targeted towards. Train them to showcase its benefits such as redemption points, discounts & software training. Followed by script and cross training, & role-playing to help proactively promote the program in different scenarios. Provide them with marketing materials like brochures and digital content to help them explain the program. Consider offering incentives to staff for their successful enrollment with recognizing the efforts of those who excel in promoting the program. Monitor success & feedback to identify areas of improvement. Keep them informed about any changes or updates.maintain consistency & CRM in promoting the program.
In my experience, it is always better to measure twice and cut once. Keep it simple and execute. If you make a mistake own and learn from it. Focus on the process, avoid distractions and you will over achieve