The Engaged Club

Jim kicks off the first episode in a nine-part series "The 9 Traits of Remarkable Service."

Trait #1 is all about that moment when you or your staff member first encounter your customer. A warm welcome acknowledges that you know they're there and sets everybody up for a successful interaction.

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The most successful clubs, like the most successful businesses, invest a lot of time, energy, and money in branding. Branding is one of the most important investments a club can undertake, particularly in a day and age where people seek deeper and more meaningful connections and experiences.

In this episode, Roger and Jim scratch the surface of what a club's brand is and what it means to its members and prospective members.

When it comes to hiring new staff, we want to make sure we're finding exceptional people that will compliment our club's service team. This is hard to do with mundane questions that we've all been asked a hundred times. 

Jim lays out some interesting and fun questions that will help you make exceptional hires next time you have a role to fill.

Word of mouth is one of the most powerful marketing tools available to you, but how do you ensure you're getting good word of mouth? In short, invest in customer service.

Customer service is marketing. The great stories our guests and members tell about our clubs are often about times they felt like they got special treatment or received something exceptional, something remarkable.

Great customer service doesn't happen by chance. It's something we can all invest in to grow our club business.

Jay Karen, the CEO of the NGCOA, published an insightful piece on the impact of bartered tee times on golf courses. He puts the new GOLFPASS under the microscope to illustrate the impact of such discounted prices on the overall value of golf as a product.

You can read his article here, and it's well worth it. 

This episode of The Engaged Club is our thoughts on Jay's article and tee time re-sellers in general.

Your email list is your marketing asset with the most profit potential. It's like they say; "The Money is in the List."

To get the most out of your email list, you must first set yourself up for success.

Roger breaks down some fundamental basics of email marketing. Are you skipping any of these steps?

Remarkable service isn't a fluke.

Remarkable service is cultural and it starts at the top. It's in the hire, it's in staff morale, and it's in the brand of your club.

Jim and Roger share and dissect stories of remarkable service that elevates the experience.

Having an up-to-date website that is fully responsive and easy and delightful to use is more important now than ever.

In this episode, Roger explains why this is and what you should do about it right now,

As managers, we want our directors to feel involved in the success of the club, but we have to manage that relationship carefully.

Jim goes into detail in what might be one of the most difficult aspects of managing a club; helping directors understand their optimal level of involvement for your team and your club to thrive.

Customer loyalty is important to every club and Loyalty Programs seem like just the thing to increase the chances of earning repeat business from casual customers.

In this episode, Roger breaks down what makes loyalty programs work and why most clubs should take a step back before implementing one.