One of the challenges in selling travel has long been the ability to properly and fully communicate the myriad of options available during your vacation. While many golfers know the courses they wish to include, it is often helpful to spend a few moments reviewing the courses on video so that you are completely comfortable with your selection.
To aid in this process, we shall be adding many short videos of the most famous, and some not so famous links courses of Scotland over the coming months. Each one provides a great sense of the respective experience. The first video in our collection is the Ailsa Course at Turnberry…one of the most iconic settings in golf.
The videos are short in length as they are not intended to be course tours, but rather highlight the principal features and notoriety of the courses and permit each golfer to better educate themselves on the options and as a result, provide the very best possible travel experience to meet their wishes.
I hope you enjoy.
About the Author: Gordon Dalgleish is the Co-Founding Director of PerryGolf, the leading provider of international golf vacations. You can find him onGoogle+
I was having coffee this week with an old friend who mentioned he had stayed this past summer at the refurbished Greenbrier in West Virginia. I asked him how it was and he lit up. He described the renovation and the superior service level he enjoyed during his stay…but the one story he took the time to recount was at departure. All luggage was loaded into their car and the bellman said, please wait one brief moment and then ran inside. He reappeared quickly with two cold bottles of water for the trip home. The point of my story is that for literally a few pennies and an engaged bellman, a guest who probably just spent a significant sum for 3 or 4 nights left with a great service experience to tell his friends. Another fine example of that special service experience can be read here. It all seems simple enough, but is it really?
I have blogged before about how your service experience and therefore opinion is the cumulative effect of many small touches; it can be the smile at check-in, the conversation with the bellman on the way to your room, the rapport with the cocktail waitress, the pool attendant who appears with a dry towel when you most need it, the housekeeper who places your child’s teddy bear carefully & strategically on the bed at turn down service….the list is endless but each touch make an incremental difference.
I am forever amazed at how many companies in the service business simply cannot incorporate this concept into their business model. In recent times, it seems like more are engaged in corporate speak, saying the right thing and forever thanking their best customers but when it comes to meaningful action it falls flat. Believe me when I tell you we appreciate your business, but please, please do not ask me to meaningfully show it!
Another camp who do not get the service concept are the ones who build and focus all of their energy and resources on building the best and grandest. The attention to detail is remarkable on the construction…but then it all stops. It is similar to the airline business with massive capital investment but the final experience, despite the greatest hardware on the plane or the latest premium seats and entertainment systems or lounge complexes is the simple smile of a flight attendant. Engaged personnel who genuinely care for their customers is sadly an endangered species.
I recall years ago the General Manager at a Four Seasons Hotel explaining he would only hire happy people, “…we can always train them for the needed skill. On the other hand, it is far harder to train well skilled, grumpy people to be happy.”
As consumers we can easily set ourselves up to be disappointed. You go to a hotel or restaurant or holiday destination with high expectations, only to be disappointing. One service provider who has historically managed to over deliver is Southwest Airlines. Call it the “Southwest Syndrome” but they are regarded in the minds of many consumers as a low cost airline. Minimal service. No advance seating, etc, etc. As a result you purchase a ticket with fairly low expectations and more often than not they meet or surpass you goal of an on time flight in modest comfort with luggage delivered to the baggage carousel. Compare that experience to legacy airlines in the U.S. (Delta, United, American, etc) with whom consumers have historically placed a higher service expectation…this expectation is often missed albeit they may possibly deliver a similar travel experience to Southwest. But from the travelers perspective Southwest is a better airline than a legacy carrier because they matched or surpassed expectations…lets ignore the fact we used different standards!
A recent family trip of mine to Atlanta reminded me of the importance of realisitic expecations. For various reasons, including a lot of thought to consider alternatives, I opted for the Atlanta Hilton Hotel. Other than the location, which my young son enjoyed, and some very engaged hotel staff, I was disappointed on various levels by their service delivery at the hotel…mostly due to expectation of the brand.
Lesson learnt is to try to match up your expectations with some level of reality. Generally a 3 star hotel is going to deliver a 3 star service much as you may prefer differently. The Greenbrier example above took a 5 star hotel and with that extra effort improved on that. Enjoy the times of the extra effort for sadly it is more the exception than the rule.
At PerryGolf we take great pride in the service we deliver and I very much hope that we surpass your expectations…as always, if there is anything I can do to assist, please do no hestiate to contact me directly.
Gordon Dalgleish
About the Author: Gordon Dalgleish is the Co-Founding Director of PerryGolf, the leading provider of international golf vacations. You can find him onGoogle+
I received in today’s mail a summary from Tom Doak’s office of their design and potential design jobs in 2012.
Selfishly from an international travel perspective the future is bright;
Melbourne, Australia – Reconstruction work on East Course at Royal Melbourne
Rio de Janiero, Brazil – Bidding on 2016 Olympic golf venue…thankfully that will not be a political decision!
Hainan Island, China – New golf course on an island in the midst of a river, with a second course starting in late spring/early summer
Mangawhai, New Zealand – As if Cape Kidnappers was not sufficient, an American funded project approximately 100 miles north of Auckland. This will only add to New Zealand as a great golf destination.
St. Emillion, France – In the heart of Bordeaux, finishing a current project.
Aldea del Fresno, Madrid, Spain – An 18 hole co-design with Mike Clayton at the El Rincon winery – starting in July.
….and finally in the USA
Mullen, Nebraska – completion of second 18 holes at Dismal River
Medinah, Chicago, IL – the day after the Ryder Cup concludes a renovation commences on Medinah #1 to accommodate tournament facilities
Polk County, Florida – this is the resort I am told will be VERY IMPRESSIVE. The Blue Course opens in October, alongside the Coore/Crenshaw Red Course at the Streamsong Resort.
Tom is one of the premier golf course architects and rightfully very proud of his work. There is little new construction in the US, if you want to work, you need to pack your bags and passport!
About the Author: Gordon Dalgleish is the Co-Founding Director of PerryGolf, the leading provider of international golf vacations. You can find him onGoogle+
Air travel remains a key element in our business, whether we issue tickets for travelers or they arrange themselves. Regular travelers are very familiar with many of the changes which have occurred domestically in recent years; more regional jets (read smaller), busier flights, more invasive security, etc. All this has changed at a time that international air travel has also gone through many changes.
When I travel internationally I usually take a little more time than I would on short domestic flights to consider my options and decide on best alternative, given the various elements to consider.
Items that I consider when travelling internationally include;
1. May I use a low level Business or First Class award for travel on my preferred dates with good routing. If the answer is yes, then no more work required! High level awards are a great way to burn miles if your goal is to empty your account! Low level awards are great value.
British Airways Club World Cabin - not all Business Class is so luxurious
2. Is there an airline either I like, or I would like to try that flies the route I intend to use. Not all air travel experiences in premium cabins are created equally…far from it. Flat seats/beds as opposed to angled, old seats with dated entertainment options is a consideration. Historically surly flight crews or dirty planes are also good reasons for overlooking.
3. Lounge access may seem like a small issue, but some airlines deliver a far superior lounge experience than others. Access to an Arrivals Lounge with shower facilities is key if your plan is to keeping moving after reaching your final airport. For example, when connecting in London, ideally you have sufficient time to take a shower so that upon arrival in Scotland, you can begin your day without delay.
4. Access and availability to book preferred seats is even more important if you cannot secure a Business or First Class seat. Exit row seats work well or the various upgraded economy products more airlines are offering. Generally this entails several additional inches of legroom and complimentary drinks. It may also come with added baggage allowance. British Airways have done a fine job of differentiating this product whereas Delta and United have not created a separate cabin, just more legroom and recline. I have discovered that the new Delta Economy Comfort product is pretty decent if you are careful with seat selection…couple that with a decent high level Delta frequent flyer status (for lounge and security lane access) and you have an acceptable solution at reasonable price. I have become reliant on www.SeatGuru.com for seating advise. While not as important, the right seat can make a difference in First or Business Class but is key behind the curtain….never let a computer decide your seat for you!
5.Far from the defining issue of airline selection, but worthy of considering if your goal is the least expensive fare…what type of luggage allowance do you get, if any…and what re luggage charges.
6. I have noticed that airlines serve up flight options in a variety of ways and it is remarkably easy to book the wrong connection, or at least not the best connection. Conversely, be careful not to select connections which have little chance of success, e.g. 75 minutes to clear immigration, customs and change terminals via train in Newark is not a great call. If you miss your connection, and the next flight is full….then your fun begins. Be realistic in deciding on connections and not always push for the tightest, for invariably you will get burned.
7. Important to never dismiss the upgrade possibilities. Some airlines sell upgrades at reasonable costs on the day of departure or at the check-in counter. Fair to say, every airline is different and that should always be considered a bonus if it occurs.
8. Finally, if you are travelling with a friend or friends and have the option of travelling on the same schedule, ask if any of them have premium status with an airline’s frequent flyer program. If you are ticketed on the same reservation together, you enjoy the same perks, such as seat assignments, lounge access, baggage, etc that your friend is entitled to.
As always, the Air Department at PerryGolf is delighted to offer assistance with your travel needs as we strive to stay abreast of ever changing developments and options for air travel.
About the Author: Gordon Dalgleish is the Co-Founding Director of PerryGolf, the leading provider of international golf vacations. You can find him onGoogle+
It was not that long ago that golf, during the height of the recession was held up by many as a bad force in the world. Politicians in their inimitable style distanced themselves from the sport while the media portrayed it as a rich man’s sport with little redeeming social value.
With this recent background, we should not forget the many fundraisers which are based around golf events and that provide wonderful vehicles for a multitude of charities. Over the years I have been fortunate to participate in a number of these around the USA and my experience this week in Charleston, S.C. was memorable on various levels.
The event was a fundraiser for the Childrens Hospital of Charleston hosted at Bulls Bay Golf Club, which is located to the north of Charleston. The owner of Bulls Bay, Mr. Joe Rice was a gracious and generous host as he opened the doors to his Club to this event. The event followed the fairly predictable format of golf, drinks, dinner, auction,etc….but with a twist. Immediately after dinner the mother of a young man spoke without notes for 40 minutes about her son’s experience at the hospital, since being diagnosed with leukemia on July 5, 2010. Her presentation was riveting, from the heart, but concise and with all of her emotions shared as to what her son and family endured during a long and painful process. Thankfully her son is now back in University and returning to the life of an active 19 year old. I will long recall her vivid recounting of their experiences with Children’s Hospital.
The live auction was next on the agenda with various unique items for sale and was well supported by the audience.
Immediately following the auction Edwin McCain sang 4 or 5 songs before being joined on stage by Darius Rucker. Both of the artists were appearing for the 150 or so people in the room at no charge…they were doing it as one of the many ways they support worthwhile causes. McCain was terrific. He was funny, some great stories between songs about LG and his BBQ and also family insights…all with a wonderful sense of humor. To cap the night off they auctioned a night of their songs….they would come to your venue to play for you and your friends…..Rucker & McCain…importantly all proceeds to a worthwhile cause. The bidding reached $40,000 quickly and equally quickly McCain said that if both bidders would agree to $50,000 they would perform twice! Agreed and as simple as that, another $100,000 had been raised for the Children’s Hospital. McCain and Rucker are two gentlemen who know how to use their celebrity & talent in a very positive way.
Golf is a terrific catalyst which gets together wonderful people who are generous with both their time and resources. Sadly the media often misses many of the smaller stories like this.
About the Author: Gordon Dalgleish is the Co-Founding Director of PerryGolf, the leading provider of international golf vacations. You can find him onGoogle+
