Fair Comment

Customer service, both good and bad, is often spoken about in golf and beyond. In our industry, good customer service is recognised and rewarded — and rightly so — often with 59club championing the cause. Loyalty, however, isn’t quite such a hot topic. Maybe that’s understandable, because it works both ways; a symbiotic commercial relationship, if you like. And it’s not as easy to measure as customer service. But, get it wrong, and — unlike a one-off experience of a drop in customer service standards that can be rectified by further employee training — the result can be terminal, whether the perpetrator is a multi-national corporation or a small golf club...”

Michael Lenihan, publisher