The Engaged Club

The Engaged Club is pleased to welcome special guest Jon Fisher to the podcast for the first of a few episodes.

Jon is a master of hospitality. He is deeply interested in member and guest experience and drives his staff to go the extra mile, to be authentic, and to take risks. He also happens to be one of the most creative club managers you may ever meet.

In this episode, Jon shares with Jim and Roger the definition of hospitality and how it differs from service.

In this episode, Roger proposes an interesting and innovative idea that all clubs should consider when they set their annual budgets. The club that invests in disruption, innovation, and agility is the club that will lead the market.

We're very curious to hear what you think of Roger's "Experimentation Budget" concept. Please comment on this post or email [email protected]

Jim Hope's "9 Traits of Remarkable Service."

Trait #9 - Make the Last Seconds Count.

Our customer's experience with us doesn't end until our last possible interaction with them is complete. Roger and Jim share some stories about spotting opportunities to extend our customer experience to the last possible moment and making a memorable impact that brings people back to us.

Jim Hope's "9 Traits of Remarkable Service."

Trait #8 - Create That Wow Experience

What could you do in serving your customer that would leave such an impact, people hundreds of miles away talk about it years later?

Jim tells a story of a stressful dinner out that turned into an incredible special occasion experience.

Jim Hope's "9 Traits of Remarkable Service."

Trait #6 - Own and Fix the Problem

How many times have you been out and you raise an issue with your server only to have him pass the issue off on somebody else? How much more satisfying is it when your server helps resolve a problem rather than letting you "talk to a manager?"

The problem may not be your fault, but it is your opportunity.

Jim Hope's "9 Traits of Remarkable Service."

Trait #5

Sometimes it makes sense to bend the rules a little. The result can often be seen as VIP treatment for our members and customer. After all, who doesn't like to hear "I'm not supposed to do this, but for you'll make an exception." 

But be careful! 

Bend the rules sometimes, but know when to do it.

Jim Hope's "9 Traits of Remarkable Service."

Trait #4

We are confronted with "Moments of Truth" every day. These are the little things we notice and fix that make our clubs and our workplaces better for our members, our guests, our staff, and ourselves. When you're faced with a "Moment of Truth," what will you do about it?

WARNING: This episode could change the way you see your club - and your environment - on a minute-by-minute basis.

Jim Hope's "9 Traits of Remarkable Service."

Trait #3

When we serve, we owe it to our customers and to ourselves to listen intently. Our customer's questions and interactions with us are intended to lead to a desired outcome. When we listen effectively and honestly, we clarify their expectation and gain a deeper understanding of how we can exceed it.

Jim Hope lays out Trait #2 in the "9 Traits of Remarkable Service." 

Have you ever been served by somebody who wasn't really present in the moment with you? What about the opposite? 

Give the customer your undivided attention and elevate their experience every time.

Jim Hope's "9 Traits of Remarkable Service."

Trait #7 - Redefine Routine Activities

Our work is often a series of routines. Enthusiastic, giving servers inject personality and panache in routine activities and make the mundane stand out. The challenge is to remember that what we do several times each day is often experienced just once by our customer and it can be the opportunity for us to deliver the experience of a lifetime.

Jim tells a story of a shuttle driver at Bandon Dunes redefining the experience of letting guests know what's on the menu at the club.