another episode in poor customer service...

[doublesuited77]

wanted to share this with you guys and get some opinions on what I should do next. Clearly, many golf courses forget that they are in the service industry.

Around 6 tonight, I go to my local muni ( Winnetka Golf Club ) to get a quick nine holes in. First, I go to the pro shop to hit a bucket of balls, I go to the counter and a new employee at first undercharges me. I correct him and pay him the full amount instead. He doesn't believe me until I throw the point to the rate sheet above the cash register.

After I hit a bucket, I go back in and pay for a greens fee. I go up to the register and talk to an assistant pro who is clearly on a personal phone call. I handed him $20 (the twilight greens fee). I ask if I need a receipt and he tells me just to go to the first tee.

At the first tee, as I am approached by a ranger asking me for a receipt. (in the middle of my backswing, noless). I tell him that Jeff, the assistant pro, told me just to tee off. He tells me that I need to go back to the pro shop and get a receipt. I told him no and he can radio into the pro shop if he doesn't believe me. Remember that there is only about an hour of daylight left so I have no interest in wasting any more time.

The assistant pro storms out in a huff to talk to the ranger. I ask them what the problem here is. He tells me "Stop being such a f***ing a*******. If you don't like the way we do things here, play some other F***ing course. The ranger is just trying to do his f*****g job here."

I respond that I paid for greens fee and don't like being this way. Jeff responds "Well, I don't having to be nice to f***ing a*******. As he walks away, I nail a three wood 275 right down the middle.

My questions-- what do I do now? The way I see it I have a few options

1) Never go back to Winnetka Golf Course again.
2) Ignore it and go back as normal like nothing happened.
3) Call the head pro tomorrow morning and tell him my story. (Not sure exactly what he would do about the problem though).
4) Go back and confront Jeff about his behavior.

Also keep in mind while there are other cheap munis in the area, this one has the best twilight rates and is usually deserted after 6pm, which I like since i can often play multiple balls and really work on my game. I would prefer to be able to go back, but don't want to go somewhere which doesn't treat its customers well.

[soup]

Old, decrepit, fossilized, ornery rangers/starters is on the top of my list of pet peeves - they seem to outnumber the pleasant ones 10-to-one.

May I ask how old the ranger was?

As for what you should do - I would explain the situation to the pro, tell him what happened. Any reasonable person would come to the conclusion that the ranger and the assistant pro went overboard - especially the ranger.

[Crate]

I would get everyones boss in a row and ask whats up. They will all be apologizing to you. You did not one thing wrong.

In fact if it was that out of hand I would be there first thing in the a.m.

[Spectrums]

I would get everyones boss in a row and ask whats up. They will all be apologizing to you. You did not one thing wrong.

Old, decrepit, fossilized, ornery rangers/starters is on the top of my list of pet peeves - they seem to outnumber the pleasant ones 10-to-one.

All good points, I would do what Crate described.

[doublesuited77]

All good points, I would do what Crate described.

When I talk to the Head Pro, what should I ask for? One thing my wife has already told me is not to complain unless you are asking for something (since then the business has no incentive to do anything).

To answer some other questions that have been asked. - The ranger was probably 65-70. I honestly don't blame him that much. He was caught in the middle of a bad situation and the Assistant Pros at Winnetka have always treated the rangers/starters poorly. - Also, this is not totally out of character for Jeff. I have never seen him swear at paying clientele before, but I have definitely seen him act very surly. I don't think anyone really explains to Assistant pros that customer service is the primary portion of their job.

[gogolfing]

I would do #4 of your options, and then #3. Talk to the assistant and tell him how upset you are and the fact that it was his screw up in the first place (not getting off the phone and giving you a receipt) that started the whole fiasco. I would then go to the head pro and explain it to him. Anyone in that position who starts dropping f-bombs needs to have things explained to him; completely unacceptable. As for the Ranger, I agree most are worse than mall-cops when it comes to how they perceive their power, but he was probably just doing his job by asking for the receipt.

If you like the course, there's no reason why you should be the one punished for the actions of one imbecile.

[gogolfing]

When I talk to the Head Pro, what should I ask for? One thing my wife has already told me is not to complain unless you are asking for something (since then the business has no incentive to do anything).

I would be asking for an apology and assurances that it won't happen again; I would also be asking what the consequences would be if it did happen again. I wouldn't go in asking for a free round as it may make the pro question your motives; if he offered it, I'd take it, but I wouldn't ask for it.

[Crate]

The only thing you should want is respect and the time to explain how this happened and how you really had no part in it. You have been a frequent customer who deserves a bit more respect, tell them you your glad you didn't have your son or grandkids with you or for that matter anyone. Owners operators, Rangers, police are suppose to set good examples not display a negative one.

[Logie]

I got heated just reading that, i be straight on the phone or write a letter of complaint to who ever it needed to be sent.

Just explain from the start (Even included being undercharged, yet correcting the person who served and paid the correct amount due to respect of the golf club).

Then say you were told to tee off as the Pro was on the phone and could not be bothered to give you a recipet. Then, as the ranger was doing his job. Called the Pro who came out and spoke/treat you like shit.

If he did that to someone who was having a bad day themselves, and went for a quick 9 to relax. That Ass Pro could of had a blackeye

[iacas]

I've found it best to give the benefit of the doubt and be polite. Perhaps the guy wouldn't get off the phone because he just found out his mother was in a car accident or his sister was ill or his dog was throwing up, and that put him in a foul mood, resulting in his temper. You never really know.

So, I would first seek to gain a proper understanding, and I would do that by re-telling the story as you saw it to the head pro. Let him get to the bottom of things. Be firm in your statements and gently remind him that you not only expect to be treated better in the future but you'd like some form of compensation (a free round or a bucket of range balls, or even an apology) for what's already gone around.

Don't stoop to their level or you'll not only cost yourself a place to play but you'll just succeed in adding to the negativity in the world.

If the assistant regularly swears at people, you never know, this might be the straw that break's the camels back with the pro and maybe he'll be fired. On the other hand, maybe his grandmother died and he wasn't in a good mood.

[niblick]

The ranger didn't do a thing wrong - I'd leave him out of it if you make a complaint.

The pro screwed up. You don't talk to a paying customer like that, period. I don't care if that's "how they do things". You don't bite the hand that feeds you. If I was the head pro I'd fire that guy without hesitation.

[Sowbug2000]

That kind of behavior is TOTALLY unacceptable. I don't know what it is with golf courses....lots of time, the starters (are old grouchy guys) and the people selling the rounds are grumpy also!

I would be furious and would have a discussion with the head pro. Describe what happened and ask him if that's how his course "does things?" You are a grown man (I assume) and you don't deserve to be treated that way...you are the paying customer.

Good luck and please follow up on what happens!

[JKilgore44]

I don't care if his house just got struck by lightning, there is no excuse for talking to a paying customer in that manner. I would confront him about the situation in front of the head pro and him explain his actions to his boss. It should be intresting watching him explain to his boss that he broke policy (not giving you a receipt) and then proceeded to call you a F****** A******. I'm sure his boss will be very understanding...

[Big Lex]

I would do 4 and 3 on your list.

There's many sides to every story like this...yours, the starter's, and Jeff's, so it's not easy to make a judgement. But nobody should be cursed at the way you were, so you are owed an apology.

Iacas mentioned that Jeff may have been having a bad day, etc. This is so true, and the advice to give people the benefit of the doubt is good.

Frankly, I don't know how anyone can stand being a golf pro. You love the game and are good enough to get a PGA card. Thinking this will lead to a lifetime of doing what you love, most pros end up finding out that they don't get to play much golf, and their job is, to paraphrase Harvey Penick, part mule. How those guys avoid walking around in perpetual frustration is beyond me.

[Big Lex]

When I talk to the Head Pro, what should I ask for? One thing my wife has already told me is not to complain unless you are asking for something (since then the business has no incentive to do anything).

Ask for what you think is reasonable for the damage done. You got to play the 9 holes, right? If not, then you ask for your money back or a free 9 holes.

If you got to play, but were just insulted, maybe the proper thing is simply an apology from all parties there. If you really want something, though, you could argue for getting some special courtesy, since you were denied common courtesy by the pro. An example of special courtesy might be a preferred starting time at some point in the future.

[Guest ShadowXOR]

I would say take it to management and request a free round or something. Tell us how it turns out.

[Mr.Buckethead]

Frankly, I don't know how anyone can stand being a golf pro. You love the game and are good enough to get a PGA card. .

Not sure what you meant by PGA card. Golf pro's have not earned a tour card. They have shown that they can pass the PAT test and taken a few classes.

[iacas]

Not sure what you meant by PGA card. Golf pro's have not earned a tour card. They have shown that they can pass the PAT test and taken a few classes.

PGA certification = PGA card. He means a class A certification. You do get an actual "card," yes.

JP is a staff member - I assure you he knows the difference between "the PGA" and "the PGA Tour."