Every piece of feedback begins with an experience. What we learn from it can help shape the experience that comes next.”
A suggestion about a Club facility. A comment after a round of golf. An idea for improving a sports amenity. Feedback about a meal. A compliment for an employee who went the extra mile. Feedback can come from almost any part of Club life. Behind each comment is something valuable: a Member has taken the time to tell us about their experience of RSGC.
With Members using the Club every day across golf, sports, dining, events, facilities and other services, feedback provides a perspective that cannot always be captured through reports or meetings. It tells us what Members are experiencing on the ground — what is working well, what could work better and where attention may be needed.
But what happens after you tell us?
YOU SAID. WE LISTEN.
When feedback is received through the Club’s official channels, it does not simply end with a form, card or email. It is recorded and directed to the relevant area so that the matter can be properly considered. This gives the Club an opportunity to understand what happened, establish the circumstances where necessary and determine what should happen next.
Most importantly, your feedback is not lost.
Management will look into the matter carefully and determine the appropriate course of action. Some matters may be straightforward and can be addressed operationally. Others may require further review, consultation or consideration before a decision can be made.
Where appropriate, a matter may also need to be brought before the relevant Subcommittee or The Committee for consideration. The route may therefore differ depending on the nature and complexity of the feedback, but the principle remains the same:
We receive it. We review it. We consider what needs to be done next.
That is the process behind the feedback Members take the time to share.
FEEDBACK IS MORE THAN A COMPLAINT
When we hear the word feedback, it is easy to think only about something that has gone wrong. But feedback is much broader than that.
• A complaint tells us about an experience that did not meet expectations.
• A suggestion may offer an idea or a different way of doing something.
• A compliment tells us when something — or someone — has made a positive difference. All three are valuable.
• If an employee has gone the extra mile, tell us.
• If you enjoyed a Club event, tell us.
• If an improvement to a facility has made your experience better, tell us.
And if you see something that you believe could be improved — whether on the golf course, at a sports facility, around the Clubhouse, at an F&B outlet or elsewhere in the Club. We want to hear about that too. Understanding what works well is just as useful as knowing what may need attention.
THE DETAILS MAKE A DIFFERENCE
The clearer the information, the better we are able to understand what happened. Consider the difference between:
“The service was bad.” and; “I was at the Main Lounge at approximately 1.00 pm and waited some time before my order was taken.”
The first tells us how someone felt. The second gives us somewhere to begin. Details such as the date, approximate time, location, facility or service involved and a clear description of what happened can make a considerable difference when a matter is being reviewed.
This is consistent with the Club’s established feedback process, which asks Members to provide the relevant facts and circumstances surrounding a complaint or suggestion.
Good feedback does not have to be lengthy. It simply needs to help us understand the experience behind it.
FEEDBACK, RIGHT AT THE TABLE
For Members dining at the Club, the Dining Experience Card provides a convenient way to share feedback while the experience is still fresh. Perhaps you particularly enjoyed a dish. Perhaps an employee provided excellent service. Perhaps something about your meal could have been better. Or perhaps you have an idea that could improve the dining experience.
The card gives you a direct opportunity to tell us. Completed Dining Experience Cards are collected and the feedback is then directed to the relevant area for review.
The Dining Experience Card is therefore just one part of the Club’s wider feedback process. Members can talk to us about much more than dining — the wider channels are there for feedback concerning the overall RSGC experience.
ONE COMMENT CAN TELL US SOMETHING. MANY CAN TELL US MORE.
Every piece of feedback begins with an individual experience. But when feedback is recorded and considered over time, it can also help the Club see a bigger picture.
Several Members raising similar observations may point to an area deserving closer attention. Repeated suggestions may reveal an opportunity worth exploring. Positive feedback may identify an employee, service or practice that deserves recognition and should be encouraged.
That is when feedback becomes more than an individual comment. It becomes insight.
Not every suggestion will necessarily result in a change, just as not every matter can always be resolved in exactly the way initially proposed. There may be operational, safety, financial or other considerations that need to be taken into account.
What matters is that the feedback gives Management another perspective from which to consider the Member experience and decide the appropriate way forward.
THREE WAYS TO TELL US
To keep the process clear and manageable, Members are encouraged to use the Club’s three principal feedback channels:
• C&S FORM Available at the Front Office for Members wishing to submit a complaint, suggestion or other feedback concerning their Club experience.
• DINING EXPERIENCE CARD Available at the Club’s F&B outlets for Members wishing to share feedback about their dining experience.
• EMAIL For feedback concerning any aspect of the Club, write to: feedback@rsgc.com.my
Whichever channel you choose, providing sufficient details will help us understand and review your feedback more effectively.
YOUR EXPERIENCE HELPS SHAPE OURS
RSGC is more than its golf courses, facilities, buildings and traditions. The Club experience is created every day — through the places Members use, the services they receive and the interactions they have with employees, fellow Members, guests and service providers.
Feedback allows us to see that experience through Members’ eyes.
• Sometimes it tells us where we can do better.
• Sometimes it introduces an idea we may not have considered.
• Sometimes it confirms that something is working well.
• And sometimes, several individual observations together reveal something that deserves a closer look.
So whether it is a complaint, a suggestion, a compliment or simply something about your Club experience that you believe we should know, keep talking to us.
You experience the Club.
You tell us.
We listen.
Together, we make RSGC better.
