New F & B Vehicles Drive Increased Service and Revenues for TPC

It might be said that the TPC Network of Clubs has customer service down to a science. Its customer “contact standards,” for example, require four “touch points” during the round for each member or guest, two per side by the attendant driving a food and beverage vehicle. When that objective became harder to accom- plish because of frequent trips to the clubhouse to restock drinks, many of which now come in 20-ounce containers rather than 12-ounce cans or bottles, the TPC decided that lowering its service standards was not an option.

“If someone wants a beverage or a snack and can’t get it for whatever reason, that’s a problem,” says Bill DeGrafft, TPC director of food and beverage quality control.

It’s a service problem with revenue implications, too. As DeGrafft says, “We’re not making any money if our beverage vehicles are sitting around waiting to be refilled.”

Club Car and its Solutions Network supplier, Carts of Colorado, met with their longtime customer over a two-year period to understand TPC’s needs. Their solution was a custom-designed vehicle built on a larger and stronger chassis with 1.5 cubic feet of additional storage capacity. The Café Express Deluxe SE improves profitability and the golfer’s experience, according to DeGrafft. “We can now have product available pretty much whenever a member or guest wants it,” he says.