Breakfast Hill Golf Club

Decent course in pretty good condition, but one member of the pro shop staff is in dire need of training and/or an attitude adjustment. I booked a tee time for 2 players through their own website. I understand that they license technology from a third party, but this tee time was booked and PAID FOR, greens and cart, "directly" with Breakfast Hill, not GolfNow or a similar 3rd party site.

On arrival, we were first asked to pay golf and asked if we'd be walking or riding. After showing the man my confirmation email showing that no payment was due at the course, he accepted that I had paid online. He proceeded to inform me that I hadn't paid for the cart. I explained the exact terms and offer I'd purchased (30% off, greens and cart) while he argued that I hadn't paid for the cart. There was no documentation provided to me by the course or their system that I had in fact paid for the cart. So their system sucks and it's now my fault. Based on this guy's misinformation and bad math, he wants $12.00 from us for a cart. I presented ny case a couple different ways, while he repeatedly cut me off to tell me I was wrong.

Fed up, I tell him that we've now put more than $12 effort into this already. I buy some range balls and ask him to let me know once he's sorted it out (I now know that hel called the pro). Thirty minutes later and in time for our tee time, I go back into the pro shop. It's all been squared away and he apologizes. (Apparently, there were "tires" on his screen. He was unable to interpret this tricky symbolism.)

Still, based on this experience, I'm less likely to go back there as I accept the following as FACT:

1) If your system doesn't work, or you don't know how to read it / use it, you can't use it.
2) There are plenty of options of similar quality at similar cost - business isn't so good that you can jerk customers around over $12.00 for a cart.
3) If your people aren't empowered to resolve minor customer issues, those issues grow larger than they should.
4) If your customer-facing people are incapable of resolving minor issues, replace them immediately with people who can.