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Abbreviated Secret Shopper Report (Keegan) |
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XXXXXXXX XX, XXXX
Mr. XXXXXXXXXXXXXX, PGA Head Golf Professional
XXXXX XX. XXXXXX XXXXXX Road
XXXXXXXX, XX XXXXX
Dear Mr. XXXXXX:
Your pursuit of excellence is an admirable goal. The growing legend of your course and the rumored $1 million incremental annual investment in maintenance is attracting comment throughout the golf industry. It is in this positive context and wanting to assist you achieve your goals, that I must comment that my visit to XXXXXXXXXXXXX on Wednesday, November 5 was disappointing. It wasn't the rain or the chilly temperatures that dampened my spirit; it was the poor value I received in playing your fabulous golf course. It may be Arthur Hills' best work but the service was so lacking that I left very disappointed. In Appendix A, I have listed my observations. I have also enclosed for your review the 2002 Edition of the Best Management Practices. I have been fortunate enough to play all 100 courses on the 2000 List of the "Top 100 You Can Play" as ranked by Golf Magazine and 15 of the 24 new courses added to this list this past August. During this sojourn, I have digitally captured the unique customer service features that I have observed. We hope you find the information of value. Your golf course is amazing. The potential is awesome.
Sincerely
James J. Keegan
President
Secret Shopper Comments The rate I was charged was higher than the published 2003 golf rates. I was charged $117.52 when the published rate was $115.00. A copy of the receipt is attached. The greens had been verticut the day before yet there was no discount provided. Bulle Rock reduces their greens fees appropriately for a couple of days after completing major maintenance work. The cart's rear panel was broken. The cart had not been cleaned as sunflower seeds were in the left compartment. There was only 1 bottle of seed mix on the cart. The GPS monitor on the back of the cart was inoperative. The GPS was, by in large, inoperative for holes 10 through 14. The cooler was void of any ice or complimentary bottles of water. The complimentary bag contained only a book and divot tool. Why give out a bag for such few items? What about a bag tag or tees? No beverage cart was in operation during the day. No rakes were present on the fairway bunkers on 8, thus, I left unfortunately some very deep footprints in the sand that was water logged. When golfers in the group following me moved their bags from the railing to the cart prior to warming up, the attendant came running down the steps and stated, "You can't touch those bags. If the guys in the pro shop see you, I will get my ass chewed." The comment should have been, "Gentlemen, it is our pleasure having you visit today. Let me fasten the bags onto the cart for you."
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