In golf and in business, there’s a moment every leader faces — when the easy choice and the right choice aren’t the same. The easy choice is to bow to the pressure of “the customer is always right.” The right choice is to stand with your team when they’ve done their job with integrity.
Last week, I had one of those moments. And it reminded me that leadership isn’t just about keeping customers happy — it’s about earning and protecting the trust of the people who show up for you every day.
What Happened on Sunday Afternoon
On Sunday afternoon, a Club Caddie glitch meant a 5:45 pm tee time went missing. I assumed the guest would arrive and we could adjust on the spot. At the time, I was running a couples scramble, so once they were off the 1st tee, I handed the golf shop over to Lisa, one of our most capable and experienced staff members, and wrapped up after a nine-hole day.
Here’s how a routine Sunday turned into a public complaint — and why I chose to back my team all the way.
The Guest Arrives Late
The guest arrived late for their scheduled time while Lisa was juggling four other check-ins, and the Club Caddie system decided to act up again. By the time she reached them, it was already 20 minutes past their start time. Knowing 18 holes wasn’t realistic after 6 p.m., Lisa offered nine holes instead, comped the round, and believed it was just the husband playing.
A Simple Misunderstanding
In reality, the husband and wife were both playing. After finishing nine holes, they continued to the 10th tee, well after closing time. Lisa and our ranger, Mike, drove out and politely reminded them that the agreement was for nine holes, asked them to wrap up, and return the carts.
The Complaint Goes Public
The next morning, the wife posted a Facebook Story:
“I don’t usually say something bad about other businesses online, but it was bad. If Sugarbush or Captain’s Club’s owner can reach out to me, I want to talk to you about your staff.”
She added that they had paid for 18 holes and even arranged babysitting. Chris from our sister club took the lead on contacting her.
My Role: Clarifying the Facts
When I saw the situation on Monday afternoon, I spoke with Lisa and Mike to confirm the facts. Their actions were by the book and, in my opinion, above and beyond what we could reasonably do for a guest.
I wrote a detailed account for our owner, explaining:
- The Club Caddie glitch and delayed check-in
- The decision to comp nine holes
- The misunderstanding about both players
- The after-hours play and polite course exit
The owner replied that Lisa had done a great job. I forwarded that message to her, and she replied, “Thanks for having my back.”
Balancing “Customer is Always Right” with Integrity
I know the saying — the customer is always right. And in hospitality, we do everything possible to make things right for guests. But leadership isn’t about blindly siding with a customer just to avoid conflict.
Sometimes the customer is mistaken. Sometimes they misunderstand. And when my team follows policy, acts respectfully, and still gets criticized, my job is to stand with them. That’s not ignoring the guest, it’s protecting the integrity and trust inside the team that serves those guests every day.
Leadership Takeaway
True leadership means protecting your team when they’ve done the right thing. Address the guest’s concerns, yes, but never at the cost of your team’s trust.