News
What’s working so well for PGA Tour Superstore? CEO Dick Sullivan explains
Popular perception suggests golf retail, particularly the large scale, brick-and-mortar variety, is under siege. So, I was intrigued by PGA Tour Superstore’s recent announcement of 15 percent same-store sales growth year-over-year and even more intrigued by the company’s plans for expansion (adding 19 stores over the next three years).
The company also saw a 42 percent growth in e-commerce sales and performed over 100,000 custom club fittings last year across its 31 retail stores. PGA Tour Superstore opened four stores in 2017 (Glendale, AZ, Hilton Head, SC, Jacksonville, FL and Las Vegas), with plans to open at least five in 2018.
I spoke with PGA Tour Superstore President and CEO, Dick Sullivan, about the company’s unique approach to retail and the state of the golf retail marketplace in general. Sullivan was an executive at Home Depot and the Atlanta Falcons prior to his appointment as head of PGA Tour Superstore in 2009.
Ben Alberstadt: Tell me a little bit about the PGA Tour Superstore model and what’s working for you.
Dick Sullivan: We take a lot of our same values that we had at Home Depot in terms of how we take care of our customer. In our case, we’re much more than…buying products off the rack. Anybody can do that. In our case, it’s so much more important that we bring the level of assortments, the level of service, and a level of experience that consumers really want. A lot of other retailers have tried to bring, say, a high level of service, but they just can bring the…assortments we bring because of the size of our stores…They’re 40-50,000 square feet.
We make multi-million dollar investments in technology every year to make sure that what our customers see inside of stores is really what the pros will see and what all the OEMs are using in terms of fitting.
In addition to the technology that we have, we hire PGA Pros in our stores. Just like Home Depot, where if you don’t have the right people on the floor…that’s a problem. We go out and we seek the best in class in golf, whether it’s students coming out of academies, whether it’s coming out of green grass shops…it’s really important to our customers that we have that level of expertise.
The broad assortment that we carry, not only the hard goods side but on the apparel side, are also important to our customers as well. And we don’t just sell products. We gave over 50,000 lessons last year. We fit over 100,000 customers. We put on over one million grips….We have large-scale putting greens. We have hole-in-one contests. We do closest to the pin. We do other contests.
BA: I don’t want to ask you for the recipe for the secret sauce, but can you talk a little bit more about applying the Home Depot model.
DS: Well, there’s no commission at all. If a customer comes in and doesn’t want to buy anything that day, that’s fine. We’ll have people come in…and say, “Well, I wanted to buy a new set of clubs, but an associate told me I should take a lesson first.”
Another thing is, our company has an inverted organization chart. Those who are closest to the customer are the ones who are in power to make decisions. Those at the bottom–the chairman, the CEO–we help facilitate and deal with challenges and obstacles…Every single day [information is coming back from the store]…and the customer is at the top. The customer is king…the associate is right below them in terms of the org chart.
Our associates solve problems on the floor of the store. They don’t have to go through some bureaucratic system or political power to make decisions. So, it’s a great experience for our customers.
BA: That sounds like it would yield both fluidity and continual optimization of the in-store experience for the customer…
DS: Just like in the pro shop. You want that golfer to feel like they are king. Our associates get to do the things with our customers that competitors can’t…You think about the simulators inside our stores. That experience alone…the hole-in-one contests…things like that, those are the fun things our associates get to do. Lessons with kids on Saturday morning. All that stuff is really fun.
BA: It seems like you’re putting a premium on relationships and the service element, where others might sometimes feel that it’s not worth an investment, so it’s interesting to see you defying that line of thinking.
DS: Well at Home Depot, and Arthur [Blank] taught me this about 26 years ago: Our associates are not an expense, our associates are an investment. And another thing I’ll never forget him saying: “We’re not in the transaction business, we’re in the relationship business.”
We have nine-hole leagues. We tested them in Minnesota, and our customers really gravitated to it..It’s really fun for families to come in and play…There’s some wonderful new technology that’s out there that’s allowing us to do some unique things.
In the cold-weather months…we have not only one dozen-plus simulators in every one of our stores, but we have these practice bays–almost like an indoor driving range…that’s different. That’s an experience. Someone used the term “retailtainment.” I’d never heard that term, but I thought it was a good term.
BA: Another interesting element here is you’re doing very well online. Can you speak to that?
DS: Well, we have a 50-year license with the PGA Tour. When we did the deal with Tim Finchem…there was no license of that length. We believe strongly in the brand of the PGA Tour. They’re at the top of the pyramid. When you think of golfers, you think of the PGA Tour. The PGA Tour brand reeks of quality. If I said, “Volvo,” and I said, “give me the attributes of Volvo,” by the second, third, or fourth, you’d say “safety.” So when I say “PGA Tour,” it’s usually “high performance,” “quality.” All those things help us in the virtual space…versus “Bob’s Discount Golf” or something like that.
Second, the assortments that we have are just phenomenal.
Black Friday. I remember an article that said, “this is the death of Black Friday.” This was supposed to be the first time that consumers shopped online…at the level of 59 percent. It made me a little nervous. Across the company we had a 28 percent increase that Black Friday, and we had a 98 percent increase online. Then we were up 62 percent on Cyber Monday.
A few years ago, we didn’t have quite the national footprint and the name recognition…I think that footprint has helped us grow our e-commerce business, along with the reputation the PGA Tour brings.
BA: Given the success that you’re seeing, do you think there’d been some fundamental misunderstanding of the golf consumer, or was it just an element of common sense that was lacking?
DS: At the end of the day, the customer votes. We all know that. And I think some organizations maybe have an arrogance in thinking they have all the answers, and they push those decisions down. As I said, we have the reverse: Our associates listen to our customers. Our customers tell our associates what we can do better, and we make those changes.
One of core values is listening and responding. Putting our people first. Innovating. There’s a number of values that we’ve taken from that model of Home Depot and brought it over. The assortments that you see, the size of our stores, that didn’t exist 15 years ago…and I think the level of service, the investment in people, was never happening. And then the investment we make in technology…it’s not just magical marketing that convinces people they need to buy. They can actually see it [by hitting the club on an in-store simulator].”
BA: I think there’s such a level of skepticism at this point that marketing claims are so in-one-ear-and-out-the-other that the best thing OEMs can do, if they really believe in their technology, is to say “go try it out on a launch monitor.” We’ve reached critical mass in terms of marketing speak.
DS: Yeah. Getting fit is not just the little box on the floor and if you swing 88 mph you’re a regular flex…it’s come a long way over the years, and I think we recognize that. That makes it fun. And it makes it more challenging, because the product actually has to perform. It’s not marketing claims; people can actually see the results. Spin rate. Launch angle. All that. And if you’ve got the right fitters, they can quickly dial you in. And we fit for golf balls. It’s amazing to see people come in and get fit for golf balls
BA: That should be the direction of retail. That’s the stuff that really makes the difference, along with lessons. That’s what’s going to enhance how well a player plays and how much s/he enjoys the game.
DS: And if it doesn’t work on the course, they can bring it back. We want people to be happy. It’s fun to hear these stories on course about how a player changed his ball or changed equipment. And they’re all out there fighting for market share. There’s some unbelievable manufacturers. We just came off of a weeklong training session with hundreds of our associates at Streamsong…all the major manufacturers are represented. Every one of our associates goes through extensive training on products…our associates know as much as the reps know.
BA: To circle back, initially, I’m impressed by the scale of the operation, the growth year-over-year, but so much of what you’re doing seems almost like a small business in terms of attention, in terms of investment in employees, it terms of relationships with customers and not being as transactional in orientation. I think that’s a really interesting element of the story.
DS: Hopefully we’re never so big that we change the culture of our company. The investment we making in training…we believe in training probably more than any other retailer out there. It’s so important our associates come well trained and are able to work with customers, because this is not easy stuff. It can be overwhelming.
BA: That’s the point the consumer is at, I think. Technology has become so sophisticated that you either need to do a ton of research or you need help. You need background knowledge in addition to knowing about specific offerings, or, again, you need help.
DS: Right. And we try to make it all simple. We don’t just focus on the avid golfer, we cater to juniors, women, seniors, everyone. That’s part of our whole model.
But we’re growing. We’re going to double the size of our company over the next four years…basically open a store every other month. We see a lot of opportunity. There’s a lot of real estate out there. There’s plenty of real estate in some markets we haven’t been in, and customers are calling and writing asking when we’ll make it to those markets, so you’ll see us growing in some new places over the next three or four years.
BA: Great. Any final remarks on the state of the industry?
DS: Most people call me up and say, “What’s wrong with golf?” I say, “What’s wrong with golf? I don’t think there’s anything wrong with golf.” Golf Channel just announced there were more viewers than January than ever before. Golf rounds have stabilized. We’re bringing more kids into the game than ever.
I don’t want to be falsely optimistic, and certainly there are some things that still need to be fixed, but there’s certainly more positives in golf now than not and the buzz at the PGA Show was great. You know, there were lots of clouds the last few years…but I felt a real positive buzz at the show, more so than I have in many years. I think that bodes well for the game, whether it’s outdoors, or whether they’re coming inside and hitting on simulators, just as long as they’re having fun with a golf club in their hand.
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Tour Photo Galleries
Photos from the 2024 Zurich Classic of New Orleans
GolfWRX is live on site this week at the Zurich Classic of New Orleans for the PGA Tour’s one-and-only two-man team event.
As usual, general galleries, WITBs, and pullout albums — including some pretty spicy custom putters and headcovers — await your viewing.
Be sure to check back for more photos from the Big Easy, as we’ll continue to update this page with additional galleries throughout the week.
General Albums
- 2024 Zurich Classic – Monday #1
- 2024 Zurich Classic – Monday #2
- 2024 Zurich Classic – Tuesday #1
- 2024 Zurich Classic – Tuesday #2
WITB Albums
- Alex Fitzpatrick – WITB – 2024 Zurich Classic
- Austin Cook – WITB – 2024 Zurich Classic
- Alejandro Tosti – WITB – 2024 Zurich Classic
- Davis Riley – WITB – 2024 Zurich Classic
- MJ Daffue – WITB – 2024 Zurich Classic
- Nate Lashley – WITB – 2024 Zurich Classic
- James Nicholas – WITB – 2024 Zurich Classic
- Kevin Streelman – WITB – 2024 Zurich Classic
- Rasmus Hojgaard – WITB – 2024 Zurich Classic
- Tom Whitney – WITB – 2024 Zurich Classic
- SangMoon Bae – WITB – 2024 Zurich Classic
- Daniel Berger – WITB – 2024 Zurich Classic
- Rory McIlroy – WITB – 2024 Zurich Classic
- Russ Cochrane – WITB – 2024 Zurich Classic
- Aldrich Potgieter – WITB – 2024 Zurich Classic
Pullout Albums
- MJ Daffue’s custom Cameron putter – 2024 Zurich Classic
- Cameron putters – 2024 Zurich Classic
- Swag covers ( a few custom for Nick Hardy) – 2024 Zurich Classic
- Custom Bettinardi covers for Matt and Alex Fitzpatrick – 2024 Zurich Classic
- Doug Ghim’s custom Cameron putter – 2024 Zurich Classic
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News
Morning 9: Tiger’s TGL teammates | Woosnam’s criticism of Cantlay | Rory’s return to tour policy board
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News
Tour Rundown: Six-pack of tourneys follows Masters
Brazil and Texas were kindred souls this week, at least when it came to weather. Both regions experienced torrential delays, and three tournaments were held up. The LPGA, PGA Tour Americas, and PGA Tour Champions were compelled to reduce play or work extra holes into Sunday. As if that weren’t enough, South Carolina and the PGA Tour fell victim to nature’s wrath, with lightning postponing the conclusion of the event to Monday.
The year’s first women’s major championship was celebrated in Texas. The Chevron is gaining a bit of tradition in its second year after relocation. This year’s event culminated in the continued coronation of the game’s current best. The Korn Ferry Tour saw a top-twenty performance from a 15-year old amateur, while the second event of the week on the big tour found a winner in the Dominican Republic. Six events is more than a handful, so let’s get right to it, with this week’s (delayed) Tour Rundown.
LPGA @ Chevron Championship: Korda corrals second major title
The winter of 2022-2023 seems so distant for current Nelly Korda. A mysterious ailment sapped all of her energy, just as the world appeared to have finally emerged from the pandemic. We never quite secured the complete information that we desired, but no one can say that any of us deserved to know more than Nelly wished to share. One thing is for certain: Nelly Korda has returned to top form, and the world number one golfer is at least one level above anyone else on tour.
Korda began her 2024 campaign with a January victory in the Drive One Championship. In her next start, in March, she continued her assault on the record books, with a win at the Se Ri Pak. She won again the following week, at the Ford, then defeated Leona Maguire in the final match at the T-Mobile Match Play, for a fourth consecutive victory. Would the increased hype around a major championship have an impact on her game? Well, no.
Korda began play at the Chevron Championship with a score of 68. She trailed Lauren Coughlin by two after 18 holes, but caught her with a second-round 69. Coughlin would ultimately tie for third spot with Brooke Henderson. Henderson played with Korda on day four, but the middle third of the round was her undoing. Making a late move was Maja Stark. House Stark closed with birdies at 17 and 18 to reach 11 under par. Both Korda and Strak played the final three days in identical numbers: 69 each day.
Korda held a firm hand on the tournament over the course of the final day. She stood minus-four for the round through ten holes, before a bit of sloppy play made things competitive again. Bogeys at 11 and 15 opened the door a wee bit for Stark. Korda was equal to the test, however, and closed stylishly with birdie at 18.
Safely around the green on the 72nd hole
Watch @NellyKorda‘s historic finish now on NBC! pic.twitter.com/1zaAYtbaCz
— LPGA (@LPGA) April 21, 2024
PGA Tour 1 @ RBC: Scottie, so hottie!
Nelly isn’t the only golfer on fire, although Scottie Scheffler still has a ways to go to match her. Scheffler proved this week that he has a game for all courses. After winning comfortably at lengthy Augusta National, Scheffler shifted gears and game to the wee Sea Pines course, and won again. That’s two weeks in a row for the man from New Jersey/Texas, so let’s learn how he did it.
Scheffler totaled 69 on day one, and found himself six shots behind leader J.T. Poston. Scheffler revealed that his teacher, Randy Smith, would tell him that he didn’t need to be the best 15 year-old; just the best 25 year-old. It was easy, then, to play the long game and consider all 72 holes, instead of just 18. Scheffler improved to 65 on Friday, and then went even lower on Saturday. His 63 moved him to the top of the board, and caused the golfverse to wonder if Scheffler would win for a second consecutive week.
Sunday saw all the chasers fall away. Scores between 70 and 72 from Patrick Rodgers, Collin Morikawa, and Sepp Straka meant that others would need to seize the day, if Scheffler were to do more than coast. Wyndham Clark and Justin Thomas each moved inside the top five with fourth-round 65s, but no one ever got close enough to the world number one. The win was Scheffler’s 10th on tour, and made him the betting favorite for next month’s PGA Championship at Valhalla.
Scottie Scheffler can save par from just about anywhere.
Including the water ?
(Presented by @CDWCorp) pic.twitter.com/RUqL2sBrr9
— PGA TOUR (@PGATOUR) April 22, 2024
PGA Tour 2 @ Corales Puntacana: Baton Boy claims 8th Tour triumph
If you’ve ever seen Billy Horschel toss a club, you know that he doesn’t do so in anger. More likely is a calculated, soaring arc, paired with a look of fractured disbelief, followed by a quick catch of the cudgel. Ergo, Baton Boy. This week on the island of Hispaniola, the native of Grant, Florida, outworked and outhustled everyone else on Sunday. Horschel gathered seven birdies and an eagle, on the way to a 63 and a 23-under par total.
The former Florida Gator zipped past the four golfers in front of him, and left the remaining field in the rear-view mirror. Horschel’s round was two shots better than anyone else, and moved him two shots ahead of third-round leader Wesley Bryan. One of the famed Bryan Brothers, Wes closed with birdie at the last to post a 68 that would have won the week on any other day.
Walking it in with a fist pump ?@BillyHo_Golf is 9-under on the day and leads by two @CoralesChamp. pic.twitter.com/N6rjL1GGGA
— PGA TOUR (@PGATOUR) April 21, 2024
Korn Ferry Tour @ LeCom Suncoast: It’s Widing in extra holes
Miles Russell probably won’t have to serve detention for ditching class on Thursday and Friday. The high school freshman made his KFT debut, survived the 36-hole cut, and toyed with a top-ten finish. He ultimately tied for 20th at 14-under par, six shots behind the three co-leaders. My guess is that Epstein’s Mom will write him a note, and he’ll get a pass. By finishing top-25, Russell earned a spot in next week’s event. Yikes!
Back to the top of the board. Patrick Cover, Steven Fisk, and Tim Widing all found their way to the magic number of -20. Fisk made birdie at the last, after bogeys at 16 and 17. Cover had three bogeys on the back nine, but a birdie at 14 was enough to get him to overtime. Widing was plus-one on the day through four, but played interstellar golf over the final 14. Six birdies moved him from Russell-ville to extra time.
The trio scurried to the 18th tee, where Cover drove into a fairway bunker. He was unable to reach the green with his approach, made bogey, and exited the overtime session. Widing and Fisk returned to the final deck once more, and matters were resolved. Fisk was unable to convert a long par putt, and Widing (pronounced VEE-ding) tapped in for his first KFT title.
The feeling of relief when you know you won. ???
Tim Widing is now a champion on the #KornFerryTour. pic.twitter.com/K0vgiZ21UG
— Korn Ferry Tour (@KornFerryTour) April 21, 2024
PGA Tour Americas @ Brasil Open: Mr. Anderson finds a way
Golf is a funny game. Matthew Anderson held a lead with one round to play. He made six pars on Sunday, and sprinkled the rest of his card with birdies and bogeys. In complete contrast, Ollie Osborne played consistently on the day, posting four birdies and zero bogeys. Connor Godsey was not far off Osborne’s pace, with seven birdies and but two bogeys on the scorecard. So, of course, Matthew Anderson won by a stroke over Osborne and Godsey.
Not how, but how many, is another one of those platitudes that we all learn early on. Despite five bogeys through his first 14 holes, Anderson summoned the defiant grit to make birdie at the 71st and 72nd holes. After making deuce at the penultimat hole, Anderson’s swerving effort at the last looked as if it should miss low, but it had enough pace to stay inside the hole and fall for a closing four at the par-five finisher.
Birdie-birdie finish to secure the ?
Mississauga-native Matthew Anderson is your 69th ECP Brazil Open Champion. pic.twitter.com/ONE8hIUjeS
— PGA TOUR Americas (@PGATOURAmericas) April 21, 2024
PGA Tour Champions @ Invited Celebrity: Broadhurst stands tall
What do you call a tournament that begins on Friday, takes Saturday off, and finishes on Sunday? Fortunate is one adjective to use. A weather system moved through Texas this weekend, and made a mess of things in Irving. After Thomas Bjorn signed for 64 on day one, rain and all things counter-productive moved through the Las Colinas resort, ensuring that Saturday would be nothing more than a rest day. When Sunday arrived, conditions had improved, and the game was on. Bjorn was unable to preserve his Friday magic, although he did record a 70 for -8. He finished in a third-place tie with Y.E. Yang.
David Toms, the 2001 PGA Championship victor, presented Sunday’s low round, and moved to 10-under par. Toms made one mistake on the day. He lived in the rough on the 9th hole, ultimately making bogey. The rest of the day was immaculate, as seven birdies came his way, resulting in a six-under par 65. Only one golfer was able to surpass Toms, and that was Paul Broadhurst.
Broadhurst nearly matched Toms for daily honors. His mistake came early, with bogey at the second. He bounced back with eagle at the third, and added three more birdies for 66 and 11-under par. Over his first three seasons on the Tour Champions, Broadhurst won five times, including two major titles. His fifth win came in 2018, making this win his first in six years. A long time coming, for sure, but well earned.
Looking at the hole is working for @PBroadhurstGolf ?
He leads by one after a clutch birdie on 15 @InvitedCC. pic.twitter.com/S0rhcVwaeE
— PGA TOUR Champions (@ChampionsTour) April 21, 2024
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Levi Randall
Jul 3, 2019 at 12:30 am
Hey Dick,
Figure out how to fix shit like this. I ordered custom clubs on 4/27/2019 through the Denver, CO store. I have yet to receive these clubs. I have been more than patient and professional through this whole process. Paid in full at time of order (almost $1,300). Since then I have been given the run around by the store manager and assistant manager (Vince/Jesse) No help from them or TaylorMade. They have given me ship dates that have since passed, and then offered “a free box of balls” to compensate. Multiple calls, a ton of my time wasted… not to mention $1,300 and we are now sitting 2 months after I ordered. If I could give a negative star review I would. Still… waiting. Another email to the store manager today with absolutely no response.
Oh in case you think this is fake (Dick) my PGA order # is 155773
Bill
Feb 12, 2018 at 12:32 pm
This dude should do undercover boss or something. He’s delusional if he thinks half of his stores operate this way. Also the WORST repair service I’ve ever seen…or at least close to it.
Jon K
Feb 12, 2018 at 11:11 am
First of all, sales were up for one simple reason–no more Golfsmith. And for all the smart sounding talk about “great customer service” and “our employees are an investment”, PGA Superstore is just another big box retailer that likes to hire a lot of part-timers, pay them very little with no benefits, and provide no incentive for sales people, nor provide any of them a means to actually make a living in golf retail. Just look at the turnover. Also, golf and golf retail is a very specific world with its own culture and values. Big box retailers lack the authenticity and the integrity of a real golf shop, or of a great independently owned store like Carl’s Golfland.
alexdub
Feb 12, 2018 at 10:29 am
I go to PGATSS for one reason — the fitting bays. I may just be stopping in to buy a grip or something small, but I’ll stay for 45 mins and try the new drivers in the simulation bay and roll some putts. I think PGATSS does a great job with the model they are implementing.
Reeves
Feb 11, 2018 at 12:11 am
The day you walk in and the price of a Callaway, Taylormade, Ping etc. product is at a discount over the OEM controlled price is the day I will know they have something special to offer…to many years the OEM’s have been able to control prices on new stock and even one and two year old models. Time this price fixing comes to an end…if a retailer wants to sell the $499 Callaway driver for $429 then he should still be able to carry and sell that item..OEM’s should not be allowed to price fix period.
peter collins
Feb 13, 2018 at 6:34 am
I can’t abide any form of price fixing
allan duncan
Feb 10, 2018 at 6:48 pm
If you want to see how not to operate a golf store, please come to Myrtle Beach and sit back a laugh.
Steve P
Feb 10, 2018 at 8:09 pm
Totally correct! i was there last summer over the 4th of July for the Ripken baseball tournament for my son. As someone in golf retail for 25+ years I wanted to check out their store as we don’t have one in our market. It was the dumpiest large golf store I had ever set foot in! This, in one of the largest golf destinations in the world!
I couldn’t believe how sad it was. I bet I could increase their sales 50% at that location within 6 months.
Matt B
Feb 11, 2018 at 8:15 am
I too agree. I have been going in these MB stores for years. Love the merchandise options but the staff is rude and overbearing.
Joe D
Feb 10, 2018 at 2:36 pm
There is one in Irvine, about an hour away. If only it was closer. I’d pay the $99 and you get 30 minute launch monitor sessions for a year.
Bruno
Feb 10, 2018 at 12:49 pm
Visited the Las Vegas store and it was like a boy in a candy store. I bought some overpriced tees and fled before I made a big mistake. 😎