Even the employees of Buckingham Palace or Fort Knox eventually pass in and out of their workplace in a blasé manner. Steve Graybill, co-owner of Foxchase Golf Club in Stevens, Pennsylvania, makes sure not to forget—or let his staff forget—that when golfers turn into the driveway of his course, they’re trading real life and its many annoyances for natural beauty and the joy of a great shot.
“We view the trip here as a micro-vacation for every arriving customer,” Graybill says. “They’ve been looking forward to this round of golf.” If customers aren’t plainly telling you they feel completely welcome and well-treated, believes Graybill, then most likely you haven’t created the proper atmosphere. “If it’s a truly pleasing experience, they’ll make a point of saying so."