Smartphones and search engines have revolutionised the way people shop, and even your best customers can be tempted by another retailer. However, loyalty is not dead. People still buy from people they like, and that will never change. You just need to make sure your business is focussed on a few key areas. When done well, your customer will have such confidence in you as a retailer, and such a strong personal relationship, they wouldn’t dream of going anywhere else.

Ensure your customer service is second to none and goes above and beyond

96% of customers state that excellent customer service is vital in their choice of loyalty (Forbes). Happy, helpful, knowledgeable staff are worth their weight in gold, so invest the time to train them. Give a ‘nothing is too much trouble’ impression and make customers feel special

Very few retailers achieve that in 2026.

Your shop needs to convey a good perception of value

Whether we like it or not, the main reason golfers look elsewhere is because they perceive pro shops to be more expensive. We know that is not the case, so it is on you to educate them.

At Foremost, we provide a multitude of digital and physical assets to get this message across. This includes my favourite solution – effectively ticketing your shops. You can take a shop from looking expensive to good value, without changing a single price.

Simply use professional ticketing to show reductions against RRP and portay a general confidence in your pricing.

Communicate digitally when your customers are not in front of you

This is the area that has changed the most in green grass golf retail over the last decade.

You can no longer afford to sit back and wait for customers to walk into your shop. This gives a free pass to your competitors. Keep golfers thinking about you, through emails, videos, social media and your website.

Off-course retailers are getting increasingly strong in this area now (and with ever growing databases), so not responding is non-negotiable. Focus on the area the off-course competitors can’t – your local community – by featuring well known members, your golf course, key people at the golf club, etc…

Introduce a customer loyalty program

Retailers outside golf (and increasingly within) are having good success with rewarding their customers. How many times do you drive out of your way to go to a certain supermarket, when realistically the saving you will make is tiny!

Our Foremost POS till system can crate a loyalty balance for your customers, which gives them back an amount of your choosing, based on what they spend ith you.

Make a big point of thanking your best customers

We know that the classic 80/20 rule plays out in our shops. The vast majority of your turnover comes from a select group of customers. You have to go out of your way to look after that 20% and show them that you really value their custom.

Even if you don’t run a loyalty program, contact your best customers at the end of the year and offer them a voucher, invite them on a golf day, or just simply make a point of saying ‘thank you’.

If you would like to discuss any of the points raised above, please contact Steve Bird on steve.bird@foremostgolf.co.uk or call 07843 619377