Why should Kapolei Golf Club humanize its business?


By: July 23, 2020


Probably you have already heard of Troon has been selected to manage Kapolei Golf Club an 18-hole daily-fee club in Kapolei, Hawaii on the island of Oahu.

Troon Golf, the resort and daily-fee operations division of Troon, will manage the golf, agronomy, restaurant, and club operations.

Kapolei Golf Club close to the hole and the clubhouse

Kapolei Golf Club features a scenic Ted Robinson-designed golf course set on 190-acres of a former sugar cane plantation.

Since the opening in 1995, the club has hosted the LPGA Tour’s Hawaiian Open from 1996 through 2001, and the PGA TOUR Champions’ Pacific Links Championship from 2012 through 2014.

In 2019, Kapolei was named one of the Top 10 “Courses You Can Play in Hawaii by Golfweek magazine.

Kapolei Golf Club’s 12,000 square-foot clubhouse is a gathering place for both residents and visitors alike. Its sleek, modern design includes amenities such as

  • a glass-walled golf shop,
  • a full-service restaurant,
  • private locker rooms and
  • multiple meeting and event rooms that can accommodate groups of up to 225 guests.

Kapolei’s practice facility is one of the best on Oahu with a 30-stall, fully-lit practice range and a large practice green. 

Customer experience by Brian Solis

Making Kapolei Golf Club more human business

I hope the concept of being customer-committed is not new for you. What is less discussed in the golf industry that golf clubs are powered by HUMANs.

Golf club employees have got the biggest impact on customer experience available in a golf club. They are crucial stakeholders in any company.

The number of results for “employee experience” in Google: 4.2 million links!!! This indicates that people want to work in workplaces where the employers understand and care about their needs and expectations.

Hence we must battle for the hearts and minds of golf club employees through their daily workplace experiences. This will help you to humanize your golf club business!

Employee experience measurement
Invest in EX by Jacob Morgan in HBR

I prefer to follow the definition of employee experience of Jacob Morgan. He says three environments that matter most to employees:

  1. the physical,
  2. cultural, and
  3. technological environment.

This will give you a good starting point to define WHAT you want to measure.

Just like in the case of golf club guests and members (aka customers) you have to accept that every golf club employee is unique by the person’s career goals, needs, and desires.

If you want to really impress your employees then try to figure out which moments really matter them. If you figure them out, then you will be able to deliver exceptional employee experience.

For this purpose, you can use the journey mapping technique that you are using for understanding the golf club’s customers.

Try to avoid using evaluative measurement since it is influenced by feelings. Instead, use descriptive measurement since it is more objective. For instance, ask them such questions like do they receive development opportunities.

What I see as a misleading technique is combing several elements in one overall EX score. The disadvantage of this technique is that you will not be able to figure out which part of the EX is responsible for the effect that you find.

An IBM study found that employees who experience a sense of belonging, purpose, achievement, happiness, and vigor are more likely to perform at higher levels and contribute “above and beyond” expectations. They are also less likely to quit.

The bottom line is that you will have to invest in customer experience and employee experience to be able to humanize your golf club.

If you need further information on this topic, then drop me an email ([email protected]) or write your questions in the comment box.