The Importance of the First Touchpoint

Mark Marshall, Manager of Coaching from the Ontario Soccer Association joined the PGA of Canada podcast series to talk about the importance of the first touch point in increasing customer satisfaction. Mark delivers a number of in-person coach training sessions as part of the National Coaching Certification Program and has become a master at creating that optimal experience for new and experienced coaches in all sports. In this podcast, Mark tells us about crossing off an item on his personal 'bucket list' to try fly fishing for the first time and how the experience from that teacher turned him away from that leisure activity forever. Leisure dollars are carefully managed for families in today's economy and the importance of making a personal connection and not afraid to make mistake with those you work with has never been higher in our industry.