Streamlining instruction programs and improving stakeholder outcomes - a case study with TPC Potomac

TPC Potomac is a golf only, private members club just outside Washington D.C. It has a thriving community of avid golfers and is currently operating a waiting list due to the demand for membership.

Home to numerous Tour events, including the 2022 Wells Fargo Championship, TPC Potomac is a challenging layout and as such, members tend to be golfers who like to work on their game.

“There’s a lot of reasons to get lessons when you play a challenging course like TPC Potomac, so we have an incredibly active Instruction Program. With a full membership the demand for coaching is on the rise, with the team delivering close to 2000 lessons in the past year.” Head Professional, Jason Rivard.

The Challenge:

·???????Thriving demand for lessons with multiple coaches.

·???????Demand for coaching driving increased administration time.

·???????Coaching time not optimized due to administration demands.

·???????Lack of student engagement outside of lessons.

·???????Assistant Pros coaching opportunities limited.

·???????No single source of data monitoring.

The Solution – GLF. Connect

·???????Scheduling system accessible through website and member app.

·???????Automated confirmation of bookings with lesson reminders.

·???????Opportunities for direct payments.

·???????Reduced administration optimizes coaching time for each coach.

·???????Student app links with coach for player development feedback.

·???????Student feels more engaged with coaching process.

·???????Assistants can open up ad hoc coaching time outside of other duties.

·???????Key data and management reports available through GLF. Connect.

With a thriving demand for instruction, but without a centralised system for taking bookings, scheduling appointments and communicating with students, the administration of the Instruction Program at TPC Potomac was complex and time consuming. There was a clear need for a system that delivered simplicity and clarity for both the Program coaches and students, and provided automated administration of the booking procedure.

“Orbis Golf GLF. Connect software and the website that is integrated with the system really has streamlined our whole operation. Every coach is spending far less time on the computer and can maximize their time coaching. Members can book lessons far more easily now too. They can see live availability for every coach, and once they do make a booking all the confirmations and reminders for the lessons are automatically sent out.” Jason Rivard.

With an Instruction Program website integrated into GLF. Connect, TPC Potomac can locate all of its Instruction Programs in one place. They have options for one to one coaching with any of the Program coaches; group clinics for beginners and improvers; Junior camps, clinics, events and competitions; and even a space for members to book in for club fittings. All bookings for individuals and services are administered from one place, with the relevant coach being able to keep track of their activity through the coach app.

“It’s like having an administrator dedicated to each coach who will book lessons, send confirmations, remind the student and then tell us where we need to be. The Assistant Professionals really benefit too as they can quickly open up their time for coaching if they have space around other duties. It has given them the chance to develop more quickly and it has given all of the coaches the opportunity to do more of what we’re best at - coaching.” Jason Rivard.

Since introducing GLF. Connect and the Instruction Program website, the coaching services at TPC Potomac has experienced a sustained increase in the number of enquiries and lessons delivered. This led to the addition of a fifth full time coach at the end of 2022 and has seen the activity of the Program play a key role in engaging members and sustaining a full membership with waiting list.

“At TPC we believe that our jobs as golf coaches extend past improving a student’s swing to ensuring they have the best experience as a member. The GLF. Connect app really helps with that approach as it is a direct line of communication between coach and member. It allows us to update their progress after each lesson and keep in touch about any changes our students are working on. Those communications outside of lessons are as important to us as the coaching itself as it keeps the member engaged in their progress and adds to their experience of being a club member.” Jason Rivard.

In addition to the student and coach facing functionality of GLF. Connect, the software has allowed management at the venue to collate key data to track progress and take an informed strategic approach to decision making. With access to key metrics on customer activity and coach performance, GLF. Connect provides the data that is needed to drive informed decision making.

“As a Head Professional I’m able to track the number of lessons each coach is delivering, I can see the average rate per lesson and I can pick up on a wide range of data that helps me and our Director of Instruction manage the team. GLF. Connect has been a fantastic addition to TPC Potomac for our coaches, management and most of all our members. We have seen clear benefits that we can attribute to the introduction of the system and we look forward to continuing to provide an exceptional experience for our members with the help of Orbis Golf.” Jason Rivard.