Ian Melham

.@PaulThomasGolf, Head Professional at Newport Golf Club, has cultivated a customer experience that sets a new benchmark in golf retail - earning him the prestigious title of Retail Manager of the Year from @59club1. His approach is built not on gimmicks, but on discipline, detail, and a deep understanding of what drives customer loyalty. Here are five core principles from Paul’s success at Newport: 1️⃣ Invest in Your People Longevity and loyalty within your team foster genuine connections with members and guests. A supportive, team-oriented culture directly translates into better service and performance. 2️⃣ Present a Unified Brand Through the Foremost Elite Marketing Programme, Paul ensures consistent messaging across all channels - online, email, and in-store. A strong, professional brand presence builds trust and visibility. 3️⃣ Seek External Perspective Collaborating with 59club and their Mystery Shopper program provides actionable insights that internal assessments can miss. Continuous, unbiased feedback drives long-term improvement. 4️⃣ Create a Purposeful Customer Journey Newport’s retail space is thoughtfully designed to maximize engagement - from a welcoming coffee station to the TrackMan studio that enhances the custom fitting experience. Every element is intentional. 5️⃣ Lead With Expertise As green-grass professionals, our expertise is our strongest differentiator. By delivering tailored, trustworthy advice, we establish relationships that go far beyond the initial transaction. Read more online: bit.ly/4kL5onW