Plain-spoken New York City mayor Ed Koch would constantly ask citizens the trademark question: “How’m I doin’?” Mike Hatch takes a similar approach to product evaluation, routinely standing on his 18th green and asking for feedback. In the process, he shows a tolerance for critical replies similar to the former mayor’s.
“You have to have thick skin to do this on a constant basis,” says Hatch, owner and managing partner of Brandermill Country Club and Birkdale Golf Club near Richmond, Virginia. “With me, it’s become a habit. I need to know how our clubs stack up versus expectations and versus competitors, and I can handle some negativity if that’s what it takes.”