GOLFZON Launches Concierge Program to Enhance Customer Service for Operators

The new strategic CX initiative puts GOLFZON commercial operators in direct contact with GOLFZON leadership to strengthen relationships and foster long-term success

CHANTILLY, Va. – GOLFZON, the world leader in golf simulator technology, today announced the launch of the GOLFZON Concierge Program, an initiative that assigns participating commercial golf simulator operators a named GOLFZON employee dedicated to that account’s success. Each GOLFZON concierge is focused on building relationships and trust with a small number of indoor golf businesses, with the goal of creating a higher level of operator connection and engagement with GOLFZON. Concierges provide advanced training, field product suggestions, brainstorm tournament programming and mitigate problems before they arise.

Concierges are made up of the GOLFZON leadership team. All concierges are Director level or higher, and accountable for a handful of accounts rather than a territory or a case volume. More than 85 priority commercial customers are enrolled in the initial pilot. The program formalizes a standard GOLFZON has set for itself internally: that the people working for the company are responsible for providing excellent service to GOLFZON’s commercial business owners.

As the indoor golf simulator business has grown from a seasonal amenity into a category that spans full entertainment venues, teaching centers, and membership clubs, the demands on an operator have grown with it.

“Customer loyalty is built on trust, consistency, and strong follow-through, not merely technical support,” said Jimmy McDonald, chief customer officer at GOLFZON. “Commercial golf simulator operators shouldn’t have to re-explain their business to a new customer service representative every time they call the support line. GOLFZON Concierge is a proactive model that encourages our employees to personally invest in the success of our customers rather than waiting for operators to take the initiative.”

What Operators Can Expect

• Proactive monthly contact. Each concierge reaches out to each of their accounts at least once per calendar month by phone, text, or email before there is a problem, not after.
• Escalated support. When an issue surfaces that requires additional attention beyond traditional support channels, the concierge, as a GOLFZON leader, moves it through a unique escalation path rather than placing the burden on operators to identify the support needed.
• Business-level conversation. Concierges are expected to know how a facility is performing as a business, from simulator utilization and membership growth to league play and local competition, and to bring in the right people at GOLFZON when there is an opportunity to help.

“GOLFZON makes the best golf simulators, but each operator that installs our bays is putting real capital at risk through a lease, a build-out, and payroll,” said Sean Pyun, CEO of GOLFZON America. “As a result, if our operators are successful, GOLFZON is successful. We win together.”

The GOLFZON Concierge program is now active across 85 GOLFZON commercial operators. For more, please visit GOLFZON’s website.