Ut Prosim

Ut Prosim is the motto of my alma mater, Virginia Tech University. Translated, it means “That I may serve” and the university adopted it as its motto in 1896 as it represents a philosophy of service, contributing to the greater good and leaving a positive impact on society.

Admittedly, I didn’t know this about my school during my days there — and I attended twice! But as I have continued to progress through my career, I look back and realize maybe it was meant to be. Old Tom Morris, after all, was a humble servant. I have tried to the best of my ability to follow his example as I have spent the past 22 years as a golf course superintendent serving three different clubs and memberships.

Remaining humble, I believe, is a key to withstanding the criticism that comes with the territory. Former college basketball coach Roy Williams once said, “The two easiest jobs in the world are being a basketball coach and a golf course superintendent, because everyone else knows how to do your job better than you do.”

The video clip went viral a few years ago and the Carolinas GCSA honored Williams with a plaque to show their appreciation for his support. What Williams really meant by that remark is we can receive a lot of questions and/or criticism from folks who don’t know what they don’t know.

So, how do you handle it?

First, you must remain calm at all times. You can never allow yourself to outwardly show how tumultuous you may feel on the inside when someone voices their displeasure with the golf course. You then must make yourself available, or simply be visible. When folks are unhappy with something, you cannot hide and duck their questions. Be willing to listen and hear what they have to say. You may not know the answer right away but let them know you hear their concern and will get back to them with an answer.

Personally, I have dealt with more criticism than you can possibly imagine. And I have tried my very best to be transparent and honest about the challenges we face on the golf course and why. We are the experts, and sometimes a simple reminder is all it takes. And sometimes we need backup, a specialist who can assist with a difficult diagnosis or a problem with underlying issues. It’s important to never be afraid to ask for help; it is not a sign of weakness but rather a sign of knowing your strong suits and being willing to improve your knowledge in other areas.

Recently at my new club, I encountered a complaint that came through our monthly online polling of the membership. I phoned the member and left a message stating I had received their comment, I understood their concerns and would like to speak with them at their convenience.

I didn’t hear back from the member until six days later, and our chat probably only lasted six minutes, but afterward he had a better understanding of the challenges I’m currently dealing with and my plan for how we will be addressing them.

A couple days later, I saw him on the course and took the opportunity to approach and shake his hand, thanking him for taking the time to return my call. I later learned from our fitness director that she overheard him bragging to a few fellow members about how I took the time to listen and speak with him when he reached out.

Communication is critical to success. I write a blog, as well as supply information that appears in the club’s weekly email bulletins and monthly newsletters. And despite the volume of information I make available for the membership, sometimes not everyone reads everything.

I recently attempted to put out a small fire with my submission to the August newsletter. Even the general manager texted to tell me it was a great message. Three days later, I received a text from a friend who said it looks like folks didn’t get the message and the echo chamber had gotten noisy over the weekend. I updated my blog and included the original message along with some specifics to help calm the waters.

Now, all this talk about handling criticism is one thing. Don’t get me wrong, criticism hurts. The words can sting, and it is easy to allow it to affect your mood, and even make your dinner taste cold. Learning how to handle that aspect of the job is a different topic for another time. And sometimes, on the days you hear some of the harshest criticism, you return home to find a hand-written note in the mail thanking you and singing your praises for a job well done. Funny how the universe lets us know the loudness we hear is probably only coming from a small percentage of folks. So don’t let them spoil your dinner.