Turning Common Sense into Common Practice

With the British Open fast approaching, Whitekirk’s David Brodie is a busy Manager gearing up for what he knows will be a hectic time for this popular club near Muirfield Golf Club, Scotland.

He may look young, but David was around the last time the Open was in East Lothian with the eyes of the world upon the region, and everyone approaching Muirfield from the south driving right past his clubs welcome sign.

How has the CMAE’s Management Development Programme (MDP) helped him prepare?

With the British Open fast approaching, Whitekirk’s David Brodie is a busy Manager gearing up for what he knows will be a hectic time for this popular club near Muirfield Golf Club, Scotland. 

He may look young, but David was around the last time the Open was in East Lothian with the eyes of the world upon the region, and everyone approaching Muirfield from the south driving right past his clubs welcome sign. 

How has the CMAE’s Management Development Programme (MDP) helped him prepare?

“The courses have had a huge impact on me, my work, and hopefully my career” said David, who has attended both Level 1 and Level 2 at Stirling.  “I wish the courses had been available sooner in my career but at least now I can put the lessons to good use. The biggest thing I have taken away is the constant message that we are in a people business. Whether it’s spending the time with staff to help them to improve the customer experience, or simply giving yourself to the customers who walk in through the door, it’s all about the people, and the training courses constantly reinforced that message.”

David has also instigated the appraisal system introduced at MDP Level 2 by Ronnie Malcolm, and is pleased with the engagement he has witnessed from the staff. 

“We are all in this together, and as a team are determined to continue to deliver the best service we can. We have stopped worrying that customers care more about the new clubhouse extension, and spend more of our time just making sure they have a great time and want to come back for more, in fact, during the Open, that will be our main focus. It’s easy to get those golfers to turn in to our drive this year, but can we bring them back for more? Our team is now focused on doing just that.”

To continue his drive towards a great customer experience, David has also instigated a mystery shopper campaign with his fellow MDP Level 2 delegates, details of which will be released by the SGU later this year.

And a final thought from David, “Strange though it may seem, MDP has taught me to be prepared to say no more often. Expectations on club managers get greater every year, and Bill Sanderson’s session in particular taught me that there is a limit to what we can do justice to, and the rest, may just have to wait until we can do it properly. I know many managers and committee members who would benefit from that powerful session.”

< Management Development Programme > 

Share & Comment