September - Your Staff Needs You Most

We’re already a week into September and you can see it in your staff.

The heavy eyes. The shorter patience. The little things that normally wouldn’t bother them suddenly do.

It’s been a long year.

Think about what your staff has done over and over again since spring. The early mornings. The phone ringing nonstop. Taking tee times. Checking in golfers. Answering the same questions for the hundredth time.

Then there are the league players who still don’t call to cancel their tee time, leaving everyone wondering if they are actually going to show up. The POS system is running slow. The phone won’t stop ringing. A golfer shows up late for their tee time and acts like it’s no big deal on another busy, chaotic day.

Individually, none of these things seem like a big deal.

But they add up.

Your staff feels like they are drowning and you are the life raft!

This time of year, you have to walk a very fine line. You still expect professionalism from your staff when dealing with customers, but you also have to recognize the situation they are in.

They’re tired.

You will know this time is coming because suddenly every employee seems to have a problem they need to bring to your doorstep.

A simple problem becomes something they don’t want to deal with.

A customer who normally wouldn’t bother them suddenly becomes the worst customer they’ve ever dealt with.

The irritation level starts to show.

And if you aren’t careful that frustration can end up being taken out on the very golfers your staff is supposed to be taking care of.

This is where you need to realize something:

This is your moment to be the manager you know you can be.

You understand that customer service is difficult. You also understand that managing people can be just as challenging.

But you are the glue holding the operation together.

You have three choices.

1. Blow it off.

You know these are small problems. You’re tired too. What’s the big deal?

2. Let your staff handle their frustrations however they want.

They’ve worked hard all year. Give them some room. Let them vent. Let them deal with customers however they feel they need to.

3. Step up and manage the situation.

Recognize that your staff is tired without lowering your expectations.

Give them a place to vent without allowing that frustration to become someone else’s problem.

Help them separate a legitimate problem from a bad day.

Remind them that professionalism still matters even when they’re exhausted.

Be present.

September is not the time to disappear into your office because you have a hundred other things to do.

Your staff needs to see you.

They need to know you understand what they’re going through.

And they also need to know that you’re going to help them finish the season the right way.

Most importantly let your staff know you care:

• a text at the end of their shift "I hope your day went well"

• a card at their spot in the morning "thanks for everything you do, I appreciate you"

• or my favorite, buy them breakfast! This one is great because then I get breakfast too!

The season isn’t over yet.

There is still a final push coming.

And how you manage your staff through these last few weeks may tell you more about the kind of GM you are than anything you did during the easy months of the season.

This is your opportunity to lead.