Coach’s Corner Ep. 1: Bobby Brown on Building Champions

Overview

In the inaugural episode of Coach’s Corner, SymTrain CEO Dan McCann and CMO Ian Hall sit down with Bobby Brown—Director of Golf at Tashua Knolls Golf Course (Trumbull, CT) and a veteran PGA teaching professional—to explore how great coaching creates confident performers. From long-term relationships and the mental game to simulation and technology, Bobby unpacks what it takes to turn potential into repeatable excellence—on the course and in the contact center.

“Once you stop learning, you become a dinosaur.” — Bobby Brown

Listen to the episode: YouTube Music podcast link

Meet the Guest: Bobby Brown

Raised outside Boston, Bobby fell in love with the game early and grew up surrounded by coaches who modeled the power of mentorship. His career took off in Florida, where he launched a 27‑hole facility in West Palm Beach and built one of the nation’s largest junior programs—6,000+ kids—with a strong commitment to access for underserved youth. Today, he focuses on elite junior golfers, especially young women, and leads a renowned coaching program at Tashua Knolls.

“It begins with the relationship… We’re embarking on a journey.” — Bobby Brown

Highlights from Bobby’s journey:

• Grew a junior program to top‑5 nationally, including foundation support for inner‑city youth.

• Coached or impacted future stars across the LPGA and PGA ecosystems; worked with Brooks Koepka during his formative years.

• Continues to mentor athletes through high school to college—recent classes include multiple NCAA‑bound players.

Training vs. Coaching: What’s the Difference?

Training builds skills; coaching builds people. In both golf and CX, the work isn’t “one and done”—it’s a long‑term relationship that sets expectations, creates accountability, and cultivates confidence. Bobby’s model mirrors what high‑performing contact centers require: continuous feedback, context‑specific preparation, and a trusted coach who adapts to each performer’s needs.

“It’s not a quick fix. This is a long‑term game.” — Bobby Brown

The 5 P’s: Preparation Wins Under Pressure

Bobby’s mantra: “Prior Planning Promotes Peak Performance.” Preparation brings calm to chaotic environments—whether you’re over a 7‑footer to win a hole or navigating a complex billing call with a frustrated customer. The goal is repeatable routines:

Pre‑shot / Pre‑interaction

• Clarify the goal (target outcome, call intent).

• Check the environment (wind/lie vs. customer tone/system context).

• Choose the play (club/shot vs. policy/path + empathy cues).

Post‑shot / Post‑interaction

• Neutralize the emotion quickly.

• Capture the learning (what will I do differently next time?).

• Reset the routine.

Practicing on Uneven Ground: Simulate the Hard Stuff

Range swings happen on perfect lies. Real performance happens on uneven ground—wind, trees, pressure… or angry customers, broken processes, and new systems. Bobby designs simulation into practice so athletes build resilience where it counts. He even imagines staging a crowded first tee so players normalize nerves.

This is the same philosophy behind SymTrain’s AI coaching cycles: expose agents to realistic, high‑variance scenarios so they learn to recognize patterns, regulate emotions, and choose the right play when it matters.

“How are you going to deal with adversity?” — Bobby Brown

The Mental Game: Routines, Self‑Talk, and Confidence

Bobby’s formula blends pre‑shot and post‑shot routines, positive self‑talk, and one‑shot‑at‑a‑time focus. When mistakes stack (missed 3‑footers, tough customer escalations), routines prevent spiral and rebuild momentum.

Translate to CX: pre‑call grounding, empathetic language frameworks, and structured debriefs keep agents present, confident, and coachable.

Elite Examples: Brooks Koepka and the Competitor’s Mindset

Bobby recalls early years with Brooks Koepka—ultra‑competitive, fearless, and comfortable playing “up” against older, stronger peers. The lesson: confidence is a habit built through progressively harder challenges and candid debriefs. Even champions face injuries, slumps, and doubts; what endures is the system—team, routines, simulation, and relentless learning.

Technology as a Force Multiplier

From TrackMan simulators and 3D motion capture (GEARS) to putting labs and emerging AI swing analysis, technology amplifies a coach’s reach. Players “know their numbers,” practice year‑round, and get immediate feedback.

In contact centers, AI coaching plays the same role—analyzing patterns, surfacing targeted drills, and scaling 1:1 coaching to thousands. As Dan notes, you don’t have to “leave people behind” when the system keeps coaching between human sessions.

“AI analyzes what’s happening and recommends the next coaching exercise.” — Dan McCann

Rapid‑Fire with Bobby

• Hole‑in‑one: One—during a tournament in Delray Beach, FL.

• Music: Classic rock fan (saw Rush 5 times), now into Morgan Wallen and Nashville country.

• Movies: Remember the Titans (top pick) and A Few Good Men.

• Next chapter: Recently signed a contract extension at Tashua Knolls and is eager to keep shaping the next generation.

5 Takeaways for Leaders & Coaches

1. Relationships first. Coaching is a journey, not a quick fix.

2. Prepare to perform. Build routines that travel—from the range to the course; from the training room to the customer’s call.

3. Simulate reality. Practice on “uneven ground” so pressure feels familiar.

4. Coach the mind. Self‑talk, reset rituals, and debriefs protect confidence.

5. Use the tools. Tech + AI make individualized coaching scalable and consistent.

Listen & Subscribe

🎧 Listen now: Coach’s Corner — Episode 1 on YouTube Music

👉 Follow the series: New episodes feature coaches from sports, business, and beyond—each connecting their craft to AI coaching in customer experience.

About Coach’s Corner (by SymTrain)

Coach’s Corner explores the intersection of traditional coaching disciplines and AI coaching in contact centers. Hosted by Dan McCann (CEO),  each episode distills principles you can apply to develop confident, resilient, and high‑performing teams.

Episode credits

• Hosts: Dan McCann

• Guest: Bobby Brown, Director of Golf, Tashua Knolls

• Producer: SymTrain