Why is it important for custom fitters to offer great customer service?
Great customer service is essential for several different reasons. Ultimately, it should allow the golfer to have trust and confidence in the fitting process which will enhance your reputation and provide credibility to your service. This should lead to long-term loyalty and referrals from your customers. As we know, golfers are always keen to try the latest technology, and this repeat business will be key to success.
What do you think the customer is looking for from their custom fitter?
At Titleist, we pride ourselves on providing the best-performing products for the dedicated golfer. I believe the golfer is looking for a player-first fitting experience that takes them on a journey from start to finish. This will ensure they feel valued, understood and receive a non-biased, best-performing result at the end of the fitting experience.
Give us a practical example of a piece of great customer service you have observed from a custom fitter
Keeping detailed records of every golfer’s fitting. This is something I have worked on with several partners, but in one particular instance, a customer had their clubs damaged on a flight before an important tournament and they were able to order the replacement set without needing another fitting session. This also allows you as the fitter to build a profile for each golfer over time, gain trust and ensure that when the golfer is considering another purchase, they will return to your business.