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• Launch social media campaign <br />• Launch marketing campaign <br />• Take over operations <br />CourseCo Team Members <br />• Michael Sharp <br />• Tom Bugbee <br />• Lee Finkel <br />• Adam Pohl <br />• CourseCo's Digital Marketing Team <br />CUSTOMER <br />Plan Elements <br />Nothing will do more for a smooth transition than understanding and connecting with the customer base. <br />Some anxiety about new and unknown is normal. This should be dealt with openly, emphasizing accessibility of <br />CourseCo senior managers and its president. It is imperative to connect with the core constituents. In the <br />weeks leading up to the transfer of operations, CourseCo corporate staff members will schedule times to meet, <br />talk and play golf with each of the home clubs and such other groups and individuals as will be helpful. In <br />addition, CourseCo will schedule a town hall style meeting during which CourseCo will formally introduce itself <br />to the golfing community, speak to the future, ask for support for programs, and get acclimated in an upbeat <br />atmosphere. Coupled with CourseCo's philosophy of retaining the majority of existing staff members, this <br />process will allow the transition to be seamless to the customer. <br />CourseCo Team Members <br />• Michael Sharp <br />• Tom Bugbee <br />• Lee Finkel <br />• Adam Pohl <br />CourseCo does not plan to use any subcontractors to fulfill the requirements in the Scope of Work. Outlined <br />below is just some of the programing and training we use to ensure proper management of resources and <br />customer service. <br />MANAGING RESOURCES <br />Establishing the Image and Vision <br />We believe that in order to ensure standards are met it is important that everyone agrees on the appropriate <br />quality level for the facility. Each golf course is unique in infrastructure, budget, location and market. Based on <br />this uniqueness, quality cannot be a standard across an entire portfolio of courses but rather must be defined <br />to ensure consistent delivery. Our service plans at the courses have consistently placed the properties among <br />the leaders in guest service in our organization. We expect the customer service interactions to lead the daily <br />fee industry and be comparable to other CourseCo managed properties in prestige and similar expectations. <br />Consistent Guest Experiences <br />Far too often employees are hired, given some basic training and then left on their own. CourseCo's philosophy <br />is that while upfront training is crucial to setting employees up for success, the ongoing training is what <br />ultimately produces excellence. Depending on the employee group and department, regular training is <br />scheduled anywhere between monthly and quarterly. The pro shop staff has been trained in CourseCo's <br />proprietary customer service philosophy as well as up -selling techniques and tee sheet management to <br />capitalize on revenue opportunities. <br />COURSECO Page 36 <br />I <br />