They make it seem so easy…
I’ve always been an armchair student of business, making a habit of observing the business operations of any place I visit that strikes me as either particularly good or particularly bad.
It didn’t take me long to realize that the Bandon Dunes Golf Resort was to be a case study in what to do right.
Immediately, and I mean IMMEDIATELY upon being greeted by “Shoe” (the maestro of the arrival area by the main lodge and the first person hired as an employee of Bandon Dunes back in 1999), I knew this was someplace special.
Smiles. Understated elegance. Absence of flash. Courtesy. The staff is there when you need them and not in your face when you don’t. They have thought of what you need before you realize you need it, and it’s readily available. I quickly realized this pervades the operation, from front desk to food service to golf operations to caddies. The anti-Trump experience.
They make great customer service seem so easy, it makes we wonder what’s wrong with the other 90% of the world that just doesn’t get it…”
I asked the manager of the grille at Bandon Trails last evening how much training each employee goes through. “You mean food service, or in general?” she wanted to know. “I mean simple customer service with a smile,” I replied.
“Not too much,” she said, “although Oregonians in general tend to be pretty happy people.” Must be the fact that there’s no sales tax on anything, I thought with my jaded East Coast outlook, although I’ve been trying to get the last vestiges of that New Jersey attitude out of me.
This is a wonderful place. Reminds me very much — service-wise — of the American Club in Kohler, WI. Same type of thing. They make great customer service seem so easy, it makes we wonder what’s wrong with the other 90% of the world that just doesn’t get it.
Smiles are free. Employees who are well taken care of and work in an operation that functions smoothly are free to smile a lot. It shows, and makes visitors feel good and smile a lot in return.