Awkward Experience at GolfSmith

[JDSPGA]

Was I wrong here?

Myself and a buddy just returned from Golfsmith, trying to find him a driver, and we had a very uncomfortable experience.

I am a gear head, love equipment, and am pretty knowledgeable about shafts, and the latest equipment. So we were hitting a lot of the latest drivers, and I was looking at the trackman stats. Well he was struggling to get his launch up, and I noticed it was a slight set up flaw. All I did was point out to him that his spine angle was slightly off, and when he fixed that he piped the next couple, and brought his launch up. Well after that an employee came over and said "You aren't giving a lesson are you?" I thought he was joking, and replied " No sir, we are just trying to find a suitable driver.". Well a minute later the manager comes over and asks what is going on here and says " We have space to rent out for you to do that, this isn't a place to give free lessons or for you to fit drivers for people, we have people here for that. Go to the range if you want to do that." I replied "By no means am I giving a lesson, we were just hitting the latest drivers(like any customer would)." I am a PGM student and had a jacket on with the PGA logo so he probably saw that and judged my intentions.

So feeling uncomfortable we browsed the store a bit more and after about 10 minutes I waited till he was not with customers any more and went up and talked to him to try and clear up any misunderstanding. I explained that he was legitimately trying to find a driver and all we were doing were hitting drivers and comparing numbers. He said that next time we need to grab one of them to do that, as that is their job. Of course I didn't say it, but I thought to myself, is it my fault that I have a good knowledge of equipment and know how to read numbers on a launch monitor? Why MUST we use employees, I don't think they make commission on sales do they? If so then I can kind of see his point. Also, we weren't messing with equipment that we weren't supposed to or anything. The launch monitors are set up for anybody to use. I said that I have purchased most of my bag from golfsmith and have always supported them. Well I shook his hand and he said sorry for the misunderstanding but it didn't seem too sincere it kind of just sounded like a "Sorry for the misunderstanding now get out of my store".

Was I wrong here? Should I not help my buddy find a driver at a store like this and leave that to the employees(who have questionable knowledge). I asked one of them if they had any aerotech steelfibers on any of their iron fitting carts and he looked at me like he had no clue what I was talking about.

I just kind of feel unwelcome at golfsmith now, and feel like I did nothing more than any other customer would have. I'm sorry if you can't sell me the ROCKEBALLZ that goes 1873 more yards than all my clubs.

Oh and the clear winner today was the i20 driver :crazy:

[idriveahonda]

Dependent on his tone, he would have gotten much worse from me.

I would have told him straight up "Sir, I am likely more knowledgable than your entire staff, so I made an observation to my friend so he can find the driver that is perfect for him."

If he continues to rant at you...

Have your buddy high-toe a couple of them right on the paint line.

[TigerStrong]

Just don't go back...no big deal

[JDSPGA]

[quote name='idriveahonda' timestamp='1330994003' post='4443831']
Dependent on his tone, he would have gotten much worse from me.

I would have told him straight up "Sir, I am likely more knowledgable than your entire staff, so I made an observation to my friend so he can find the driver that is perfect for him."

If he continues to rant at you...

Have your buddy high-toe a couple of them right on the paint line.
[/quote]

Although I was thinking it, I'd never say that haha. Especially wearing my schools jacket, and representing a PGM program. I had to be very respectful.

[DomenicC36]

Those guys are all so sad really. So power drunk, with such little power.

[Pepperturbo]

Sounds like your only mistake was wearing that jacket in with a logo that confused your intent. Course, it's possible you wanted people to see that logo for some reason. Anyways, the manager was way off base. I would have told him I was going to contact Golfsmith corporate and his regional manager. His behaivor was uncalled for. I won't go into how many of Goldsmiths fitters are blathering idiots running poorly calibrated LM's. Oh, I would have made he aware of my LGS spending habits on an annual basis so he knows he piddled on his own toes. What you experienced reflects just how much LGS people have lost judgment and understanding of what constitutes customer service.

[raynorfan1]

[quote name='lildudejds' timestamp='1330993309' post='4443747']
Was I wrong here? Should I not help my buddy find a driver at a store like this and leave that to the employees(who have questionable knowledge). I asked one of them if they had any aerotech steelfibers on any of their iron fitting carts and he looked at me like he had no clue what I was talking about.
[/quote]

Fundamentally it's their store and their policies. I don't think their policies are altogether unreasonable, though their implementation seems a bit ham fisted.

From a policy perspective, we can agree that you can't walk into a Golfsmith with your instructor and have him give you a lesson on their monitor (at least, not under the auspices of "test driving") - yes?

We can agree that you can't go back into their shop and use their tools to re-shaft your own clubs - even though you're better at it than their staff is - yes?

Fitting a driver sort of straddles these circumstances. I can absolutely see the store not wanting somebody off the street "fitting" their patrons. If I were them, I'd want to control that process much more tightly than they do.

At the same time, I see your point of view. You go in with a buddy to hit drivers and you just get grief about it from the guy who's supposed to be selling them. I think it was poorly handled by GolfSmith, but I'd chalk it up as a bad day and a miscommunication.

[pingfool]

did you offer to rent the space?

or just hit their clubs for free?

i'm sure you understand 50% of all golf equipment purchases are made via online websites.
this translates to large number of people taking advantage of retail resources -- with no intention of purchasing anything.

this may not describe your situation -- but this is an every day/all day ocurrence @ almost all retail locations that allow demo clubs to be used in conjunction w/ simulators etc.

[JDSPGA]

Next time I guess I'll just wear a t shirt and gym shorts and comment on how awesome the white head is and how far each shot went.

Like I said, I can see their view, I just feel my intentions were poorly judged, especially when I have purchased clubs from them in the past.

[JDSPGA]

And to be honest I didn't even think about the fact my jacket had a PGA logo. I had it on because it was chilly, and I'm home on spring break and it's the only jacket I brought back, but looking back, that was probably the cause of their judgement.

[Pepperturbo]

[quote name='tmfool ' timestamp='1330995291' post='4443983']
did you offer to rent the space?

or just hit their clubs for free?

i'm sure you understand 50% of all golf equipment purchases are made via online websites.
this translates to large number of people taking advantage of retail resources -- with no intention of purchasing anything.

this may not describe your situation -- but this is an every day/all day ocurrence @ almost all retail locations that allow demo clubs to be used in conjunction w/ simulators etc.
[/quote]

Everything you said is true... However, its LGS managements choice and marketing model to make clubs available for customers to hit. If they are paranoid about intent and fearful of the Internets influence, then they shouldn't allow people to hit clubs, or get out of the LGS business. The supposed behavior of staff and the manager will NOT bring back good customers. Regardless of the internet, discussing golf stuff between two friends should not come with assumption, penalty or expectation.

[nbg352]

[quote name='lildudejds' timestamp='1330995524' post='4444013']
Next time I guess I'll just wear a t shirt and gym shorts and comment on how awesome the white head is and how far each shot went.

Like I said, I can see their view, I just feel my intentions were poorly judged, especially when I have purchased clubs from them in the past.
[/quote]


I would agree with you.....if you had made your presence and intentions known before walking into the bay.
You seem to forget, it is their store, their equipment and their liability.
I would have done the same as the manager.

[SHIVAN]

At the end of the day, a GS employee should have been more attentive to potential buyers in the bays. ABC - always be closing....

Other than the cashiers, I've never been approached, or even asked if I needed help at the one in Tyson's Corner. Four employees walked by me holding a CB4 hybrid right behind the hitting bays, and never said a single word to me.

It's no wonder so many people buy online.

[kmayer99]

By the way, im going to see the Beastie Boys tonight...I hope I can find my Beastie Boys t-shirt to wear.

[eric_b]

I can see the store's point....however, they're still totally in the wrong.

You were helping out a buddy....case closed. The same has happened to me a couple of times.....one time involved the guy at the store handing his name tag to me and saying "if you're so good at it, why don't you take this"....to which I replied "my name isn't james....but if it was, at least there'd be someone at this store who knows what they're talking about."

I get that the simulators at stores are abused...but that is unfortunately the price of doing business. It's not an excuse to get in someone's face because they're trying to help out a friend.

Having worked retail for many years in university, I've encountered one to many "high and mighty" retail types. They act like they own the place and make life difficult for everyone......there's just no reason for it.

[pingfool]

[quote name='Pepperturbo' timestamp='1330995796' post='4444057']
[quote name='tmfool ' timestamp='1330995291' post='4443983']
did you offer to rent the space?

or just hit their clubs for free?

i'm sure you understand 50% of all golf equipment purchases are made via online websites.
this translates to large number of people taking advantage of retail resources -- with no intention of purchasing anything.

this may not describe your situation -- but this is an every day/all day ocurrence @ almost all retail locations that allow demo clubs to be used in conjunction w/ simulators etc.
[/quote]

Everything you said is true... However, its LGS managements choice and marketing model to make clubs available for customers to hit. If they are paranoid about intent and fearful of the Internets influence, then they shouldn't allow people to hit clubs, or get out of the LGS business. The supposed behavior of staff and the manager will NOT bring back good customers. Regardless of the internet, discussing golf stuff between two friends should not come with assumption, penalty or expectation.
[/quote]


to the best of my knowledge you were not present during the OP's visit - or a witness to actual events


however, you defend his behavior (absent of fact) and quick to characterize the behavior of retailer negatively.

are we missing something here?

[bnied8]

lil dude what pgm program are you in?

[mantan]

I can see both sides of it. Most golf stores and courses do not allow other instructors to use their resources to fit/teach golf. So if the OP is in their with a jacket that clearly shows they are a golf professional using the trackman equipment (not the simulator bay) and appeared to be giving a lesson. He even said 'trying to find a suitable driver'...which sounds a lot like a fitting. I can see where Golfsmith would have an issue with it. On the other hand there isn't something wrong with helping a buddy out...especially if it ended up in a sale for the store.

The key is to handle the situation diplomatically. And as a future PGM student the OP had as much responsibility as the store manager to try to handle the situation as professionally as possible.

The responses are interesting though. I think a lot of people take the idea of the 'customer is always' right to an extreme. They also assume that everybody who works in a big box is a blithering incompetent idiot. We also tend to give the OP of any thread the benefit of the doubt, even though it's human nature to share an experience in a way that puts ourselves in the best possible light. Somehow I imagine if the GS employee posted his version, it would have a slightly different bent to it.

Whatever the case was, it sounds like it was an honest misunderstanding and unfortunately everybody walked away with a bad taste in their mouth.

[pingfool]

[quote name='mantan' timestamp='1330998294' post='4444395']
I can see both sides of it. Most golf stores and courses do not allow other instructors to use their resources to fit/teach golf. So if the OP is in their with a jacket that clearly shows they are a golf professional using the trackman equipment (not the simulator bay) and appeared to be giving a lesson. He even said 'trying to find a suitable driver'...which sounds a lot like a fitting. I can see where Golfsmith would have an issue with it. On the other hand there isn't something wrong with helping a buddy out...especially if it ended up in a sale for the store.

The key is to handle the situation diplomatically. And as a future PGAM student the OP had as much responsbility as the store manager to try to handle the situation as professionally as possible.

The responses are interesting though. I think a lot of people take the idea of the 'customer is always' right to an extreme. They also assume that everybody who works in a big box is a blithering incompetent idiot. We also tend to give the OP of any thread the benefit of the doubt, even though it's human nature to share an experience in a way that puts ourselves in the best possible light. Somehow I imagine if the GS employee posted his version, it would have a slightly different bent to it.

Whatever the case was, it sounds like it was an honest misunderstanding and unfortunately everybody walked away with a bad taste in their mouth.
[/quote]

objective, common-sense analysis

do you offer mentoring or training classes?

[larrybud]

A few years ago I was at a range with a buddy and had my video camera and laptop with me, and was approached and told that I "couldn't give lessons there" since they had their own pros. I certainly am not qualified to give a lesson, nor was I giving a lesson.

But being the generous soul I am, I offered to pay them 30% of my fee, which was zero. I wasn't bothered after that.

[hokey]

Tons of people go to big box stores with ZERO intention to buy. People go to pass time, when the wife is shopping, or to try clubs that they know they will buy online (most likely on the BST). Retailers know this, but you can't be calling out every single customer just because you suspect that that is what they might be doing.

When is the last time you saw a lady golfer in a store without her husband/boyfriend offering his opinion on what she should or should not buy? Is that fitting? (NOTE: I am in no way saying anything about the OP here)

I think the guys at the shop could have handled it better. They could just have reminded the OP gently that no lessons were allowed and left it at that. To do anything else is, quite frankly bad for business. I would not go back

[Supra GTR]

well from my experience at GS, its not like they had asked you any questions if you needed help. Worst store service at GS.

[rainkingjr]

[quote name='hokey' timestamp='1331003173' post='4445013']
Tons of people go to big box stores with ZERO intention to buy. People go to pass time, when the wife is shopping, or to try clubs that they know they will buy online (most likely on the BST). Retailers know this, but you can't be calling out every single customer just because you suspect that that is what they might be doing.

When is the last time you saw a lady golfer in a store without her husband/boyfriend offering his opinion on what she should or should not buy? Is that fitting? (NOTE: I am in no way saying anything about the OP here)

I think the guys at the shop could have handled it better. They could just have reminded the OP gently that no lessons were allowed and left it at that. To do anything else is, quite frankly bad for business. I would not go back
[/quote]

I have had good and bad experiences at big box stores. My local GG has some decent guys working there and most know me by now sice I am always stopping in checking the used bin. I have actually purchased many new clubs from them as well. As I said, some are decent, but as far as equipment knowledge, I'd probably put most of them to shame and I am not an expert, but kow enough. Anyway, one thing I wish they would do better would be mange their hitting bays. They have three bays and only one with the monitior always on. I was looking at a used 10.5 G20 last week and walked over to the bay with the monitor hoping to hit it. When I got there, it was occupied by a father and his teenage son. No employee in sight. These tool bags had at least 8 drivers taped up and the kid , who had a terrible swing by the way and probaby skymarked half the clubs he hit, was htting about 20 shots per minute as the dad handed off drivers like a baton in a relay race. Finally the kid walks out and I think, great I'll get to hit a few balls to see how this G20 performs. Nope, the dad jumps in a hits balls just to hold the monitor while the kid goes off and retrieves a few more drivers. At that point I just said forget it and left. The thing that ticked me off is that not one employee noticed these knuckleheads. Someone should have approached them to gauge their interest in actually making a purchase. I thought about speaking up myself, but just wasn't in the mood. I don't think employees need to be pushy, but they should watch the bays more closely and attempt to make sure the monitor isnt being monopolized by people who have no intention of spending a red cent.



As for the OP, all the guy had to do was ask if you need some help. He should not have been so quick to assume you were giving a lesson regardless of what you were wearing. I would have told him, I am leaving and my money is going with me.

[Dizz]

[quote name='larrybud' timestamp='1331001991' post='4444837']
A few years ago I was at a range with a buddy and had my video camera and laptop with me, and was approached and told that I "couldn't give lessons there" since they had their own pros. I certainly am not qualified to give a lesson, nor was I giving a lesson.

But being the generous soul I am, I offered to pay them 30% of my fee, which was zero. I wasn't bothered after that.
[/quote]

That's not even close to the same thing that happened with the OP.

[moonshine]

[quote name='tmfool ' timestamp='1330995291' post='4443983']
did you offer to rent the space?

or just hit their clubs for free?

i'm sure you understand 50% of all golf equipment purchases are made via online websites.
this translates to large number of people taking advantage of retail resources -- with no intention of purchasing anything.

this may not describe your situation -- but this is an every day/all day ocurrence @ almost all retail locations that allow demo clubs to be used in conjunction w/ simulators etc.
[/quote]
Golfsmith matches prices from the internet...bought a bag that was $40 cheaper on TGW.com from a local store. For the most part, never go in the place....so OP neither the jacket nor attitude was your fail. You went through the doors in the first place, IMO, was your only mistake!

[bthug10]

I worked at a golf shop for a year and let me tell you this, you are not in the wrong. Those guys are jerks.

[matthilaman]

I dont think you were in the wrong at all. neither the employee nor manager shouldnt have been so quick to pass judgement on you. their jobs are the make sure customers are happy and to make sales, not question/attack you.

this is why i only deal with certain employees at the store i frequent. all the new guys just dont know anything. i called 2 stores(both the same, just different location) to get a quote on KBS C Tapers. both guys on the phone didnt know what KBS was let alone c tapers. all they said was "well we can pretty much get anything so im sure we can order them for you"..and of course neither of them gave be a price or offered to look into it and call me back...just poor customer service all around.

[Notthelongball]

I manage sales in a big box store (not golf related) and understand both sides. Certainly the manager could and should have approached the situation differently however it does come down to if you are a legitimate customer. All too often retailers of all kinds are being turned into "the Internet's showroom". If the OP's buddy was going to buy there, then that's on the manager and it cost them sales. If the OP's buddy was planning on purchasing elsewhere then you really don't have a gripe.

[jlevitt9]

Roger Dunn > Golfsmith.

Not as good of a selection and significantly worst customer service.You do most likely know more than 90% of their sales people when it comes to club fitting, based on my experience.

Josh

[bm303]

[quote name='lildudejds' timestamp='1330993309' post='4443747']
Myself and a buddy just returned from Golfsmith, trying to find him a driver, and we had a very uncomfortable experience.

I am a gear head, love equipment, and am pretty knowledgeable about shafts, and the latest equipment. So we were hitting a lot of the latest drivers, and I was looking at the trackman stats. Well he was struggling to get his launch up, and I noticed it was a slight set up flaw. All I did was point out to him that his spine angle was slightly off, and when he fixed that he piped the next couple, and brought his launch up. Well after that an employee came over and said "You aren't giving a lesson are you?" I thought he was joking, and replied " No sir, we are just trying to find a suitable driver.". Well a minute later the manager comes over and asks what is going on here and says " We have space to rent out for you to do that, this isn't a place to give free lessons or for you to fit drivers for people, we have people here for that. Go to the range if you want to do that." I replied "By no means am I giving a lesson, we were just hitting the latest drivers(like any customer would)." I am a PGM student and had a jacket on with the PGA logo so he probably saw that and judged my intentions.

So feeling uncomfortable we browsed the store a bit more and after about 10 minutes I waited till he was not with customers any more and went up and talked to him to try and clear up any misunderstanding. I explained that he was legitimately trying to find a driver and all we were doing were hitting drivers and comparing numbers. He said that next time we need to grab one of them to do that, as that is their job. Of course I didn't say it, but I thought to myself, is it my fault that I have a good knowledge of equipment and know how to read numbers on a launch monitor? Why MUST we use employees, I don't think they make commission on sales do they? If so then I can kind of see his point. Also, we weren't messing with equipment that we weren't supposed to or anything. The launch monitors are set up for anybody to use. I said that I have purchased most of my bag from golfsmith and have always supported them. Well I shook his hand and he said sorry for the misunderstanding but it didn't seem too sincere it kind of just sounded like a "Sorry for the misunderstanding now get out of my store".

Was I wrong here? Should I not help my buddy find a driver at a store like this and leave that to the employees(who have questionable knowledge). I asked one of them if they had any aerotech steelfibers on any of their iron fitting carts and he looked at me like he had no clue what I was talking about.

I just kind of feel unwelcome at golfsmith now, and feel like I did nothing more than any other customer would have. I'm sorry if you can't sell me the ROCKEBALLZ that goes 1873 more yards than all my clubs.

Oh and the clear winner today was the i20 driver
[/quote]

Sounds like this guy was a real ***** and you did nothing wrong. Maybe he was mad that you know more about golf clubs than his staff.

Most chain stores have employees like this. I find that the people are a lot more pleasant and knowledgeable at local stores that are not chains. But sometimes you have no other choice.