ProLink Maintains a Focus on Customers

Former PGA president enjoys advantages of ProLink

It's not surprising that Raving Fans: A Revolutionary Approach to Customer Service is the favorite business book of MG Orender, president of Hampton Golf, Inc. Ken Blanchard's guide to turning customers into raving fans of your business reflects the former PGA president's own delight with ProLink Solutions' service. In a recent interview, MG shared insights about his personality and the value of his relationship with ProLink.

PROLINK: What is your favorite movie?
MG: The Quiet Man.

PROLINK: What is your favorite book?
MG: Business Book? Raving Fans by Ken Blanchard.

PROLINK: What's your favorite band?
MG: The Allman Brothers.

PROLINK: What is your favorite childhood memory?
MG: Wow, too many … mostly centered around my parents and grandparents, but too many to single one out.

PROLINK: What's your best golf score to date?
MG: 61 with a penaltly.

PROLINK: How long have you been a ProLink customer?
MG: Since 2006.

PROLINK: At how many courses do you currently have ProLink installed?
MG: At six of the 10 that I own.

PROLINK: What benefits have you seen at your courses since installing ProLink GPS?
MG: That's another long list … picked up room for one or two more groups on peak days. Food and beverage sales increased per round. It provides a great promotion opportunity to let members and regulars know about upcoming events and specials.

We've also used it to find many carts off the property. We didn't know that some players were dashing to their homes for beverages — which is a great control issue. And although we've only used it once, the emergency feature will save a life at some point.

PROLINK: Since installing ProLink, have you made any changes in the way you sell retail products, food and drink, and course features, events and services?
MG: Yes, we use the system to promote events, sales, and so forth. We also package and sell more six- and 12-pack beverages because the system increases the ordering potential of the customers as well as special orders from the beverage cart.

PROLINK: Can you say whether ProLink has affected your course revenues?
MG: Yes, the system has helped us upsell and outperform in a tough economy. Although rounds are flat — and in some cases down — we are able to generate more per round, which has helped.

PROLINK: How do you see your players using the system? Do they comment about using GPS during play?
MG: We do have comments from players, and they are 99-percent positive. There are always traditionalists who want to return to yardage books, but the vast majority of our players appreciate the ease of getting yardage and the promotional pieces, and they are asking for more services that I am sure ProLink will deliver in the near future.

PROLINK: What kind of partnership do you have with ProLink? What kind of interaction do you or your staff have with salespeople and service staff at the company?
MG: I think ProLink is a great partner. They understand our business and have not forgotten that I'm not there to enhance their model. Rather, they exist to make my business better. In return, they are successful along with us. I see constant improvement in their service and response time and we are really glad we chose ProLink when we did our research in 2006.

PROLINK: How would you describe the customer service that ProLink provides?
MG: Customer service is very good, and I believe headed for great.

PROLINK: Would you recommend ProLink to other course owners?
MG: Absolutely! I would recommend ProLink as the only choice to clubs looking at GPS because it's so much more than just GPS!

ProLink's Support Staff Ready to Help

ProLink Solutions offers remote service support through our Customer Support Center (CSC) located on-site at our corporate headquarters in Chandler, Ariz. The CSC is staffed with certified technicians and a management team that are staffed in line with course operating hours nationwide. With our ability to remotely access your system we have consistently maintained a completion rate of over 80 percent on all service issues reported to the CSC. This is critical in that it allows you to enjoy uninterrupted course operations and increased revenue.

The ProLink field service team can be deployed as necessary to facilitate course needs as well. We are staffed nationwide with certified field technicians who will visit your course on an ongoing basis and as well will be dispatched as necessary by our CSC. The field service team and management group are also staffed in line with course operation hours nationwide and will ensure ongoing care and maintenance for your ProLink system and services and assist with event setup if necessary.

Our support staff is ready and available to facilitate all service needs.