Service Standards

Golf Shop Service Standards The following outlines how Members and Guests are to be treated in the Golf Shop, while there in-person, on the phone, or by placing a special order with one of the Team Members. In-Person  While each visit by a member or guest to the Club is not guaranteed to include a stop into the Golf Shop, the team is well prepared with anticipation for each visit. The engaging nature of the team creates a warm and friendly environment.  Each person who walks past through the hallway past the Golf Shop is greeted with a “good morning / good afternoon ”, a wave, and a smile.  Each person who enters the Golf Shop is greeted with a “ Good morning / good afternoon, how are you today”. The team makes a great effort to learn and remember each member’s Via Telephone  Consistency in how the telephone is answered is paramount.  Example “Good morning, Atlanta Athletic Club Golf Shop, this is Glenn, how may I help you?”  Preparedness and reediness is key with having two active computers with access to daily tee sheets, with a custom interface providing quick access to upcoming events  Accurate information provided quickly and efficiency is key Special Orders  Special ordered products are an important aspect of our retail operation  Once an item is ordered with a team member it is quickly placed with the vendor.  The member is notified with a “thank you” for their order and provided an estimated delivery date of when the order will arrive  When the item arrives (for example: a golf club), a custom shaft label with their name and phone number is created and placed on the club.  The club is placed in an Athletic Club branded sleeve, with the member’s name attached to the sleeve  The member is notified that their item has arrived.  When the member picks up their club, the team member is excited to present it to him/her name to provide them with a personalized greeting.  Each interaction is thoughtful and with intention.

Golf Operations Standards Manual

8 August 2023, Rev 02 Page 10