© 2020 DroitwichNet Limited
based on his personal experience with…
… ROLLS of MONMOUTH Golf Club - a Top 50 Welsh Golf Venue
Once a year I join a golfing society weekend just to make all the other golfers feel better about their own games! Edinburgh, Bristol, and Stratford-upon-Avon have all been recent venues for our two rounds of golf either side of curry night, and curry night for 2020 was in the English/Welsh border town of Monmouth, followed by our first visit to the Rolls of Monmouth Golf Club. Located 5 miles outside Monmouth, deeper into Welsh bandit country and literally in the middle of nowhere, Rolls [once the home of Mr Charles Rolls and co-founder of Rolls Royce fame] is a stunning location and a forgiving course with welcoming wide fairways for players of my ability. My beef with the Rolls of Monmouth is not so much about poor customer service, but the missed opportunity to provide a great customer experience - which is sort of the same thing but not quite. Congregating in mid-September 2020 from as far afield as London and Bury, it was the first time that any of us had played this course, and as a society we had booked visitors’ green fees. So, not recognising any of us [because we hadn’t been there before] and paying a visitors fee for a reserved tee-off time, the operative in the Pro Shop - a separate building between the car park and the main building - might have been more welcoming than just transacting our contactless money. Yes we got a ‘good morning gents,’ but wouldn’t the welcome to such a beautiful place have been so much better if, as visitors, there had been an enquiry as to whether we had been to the Rolls before? This wasn’t a wet- behind-the-ears teenager on minimum wage, this was a middle-aged chap attired with golfing trousers and a club polo shirt. And if he had got a ‘no, we haven’t been here before,’ ’ to his question, with almost an hour until our start time, he could have quickly pointed us in the direction of toilets, breakfast, changing, etc. He could have asked if we wanted to hire a buggy, or told us about any special offers in his Pro Shop. But he didn’t. He took our money and we left to sniff out the facilities ourselves. Ironically, it wasn’t me that strongly voiced their opinion about the half-hearted welcome as we set about our bacon and sausage baps on an outdoor COVID-secure terrace. Renowned for the manufacturing quality and customer service of owning a Rolls Royce, Charles Rolls might be looking down with frustration of a customer experience opportunity missed.
Duncan’s Customer Experience
© 2020 DroitwichNet Limited Duncan’s Customer Experience
based on his personal experience with…
the ROLLS of MONMOUTH Golf Club a Top 50 Welsh Golf Venue
Once a year I join a golfing society weekend just to make all the other golfers feel better about their own games! Edinburgh, Bristol, and Stratford-upon-Avon have all been recent venues for our two rounds of golf either side of curry night, and curry night for 2020 was in the English/Welsh border town of Monmouth, followed by our first visit to the Rolls of Monmouth Golf Club. Located 5 miles outside Monmouth, deeper into Welsh bandit country and literally in the middle of nowhere, Rolls [once the home of Mr Charles Rolls and co-founder of Rolls Royce fame] is a stunning location and a forgiving course with welcoming wide fairways for players of my ability. My beef with the Rolls of Monmouth is not so much about poor customer service, but the missed opportunity to provide a great customer experience - which is sort of the same thing but not quite. Congregating in mid-September 2020 from as far afield as London and Bury, it was the first time that any of us had played this course, and as a society we had booked visitors’ green fees. So, not recognising any of us [because we hadn’t been there before] and paying a visitors fee for a reserved tee-off time, the operative in the Pro Shop - a separate building between the car park and the main building - might have been more welcoming than just transacting our contactless money. Yes we got a ‘good morning gents,’ but wouldn’t the welcome to such a beautiful place have been so much better if, as visitors, there had been an enquiry as to whether we had been to the Rolls before? This wasn’t a wet- behind-the-ears teenager on minimum wage, this was a middle-aged chap attired with golfing trousers and a club polo shirt. And if he had got a ‘no, we haven’t been here before,’ ’ to his question, with almost an hour until our start time, he could have quickly pointed us in the direction of toilets, breakfast, changing, etc. He could have asked if we wanted to hire a buggy, or told us about any special offers in his Pro Shop. But he didn’t. He took our money and we left to sniff out the facilities ourselves. Ironically, it wasn’t me that strongly voiced their opinion about the half-hearted welcome as we set about our bacon and sausage baps on an outdoor COVID-secure terrace. Renowned for the manufacturing quality and customer service of owning a Rolls Royce, Charles Rolls might be looking down with frustration of a customer experience opportunity missed.