When private clubs turn their attention to long-range strategic planning, they usually think of focusing on broad areas such as governance, facilities and membership development. Specific aspects of an operation such as a food-and-beverage program are often viewed as a secondary consideration, if indeed they
There is no way to make every member happy. No matter what a club does, someone will always be unhappy. Some members will never be satisfied. These are all common sentiments in the club industry, as member satisfaction is a complex topic, even on the
The Florida Yacht Club (FYC) in Jacksonville, Fla., was founded in 1876 by New York business- man William B. Astor Jr., with the purpose of promoting yachting and social enjoyment. Jacksonville—accessible by rail and water, site of grand hotels and known for its pleasant weather—was
Data-driven leadership reaches beyond the club’s finances. The most important club facet is the membership experience, and very few businesses have as much insight on their customers as private clubs. There is significant room for advancement in data-driven insight that can flow from analyzing the
Joel Livingood, the general manager and COO at Interlachen Country Club in Edina, Minn., finds that the principal challenge in this modern era, especially for those in the private club industry, lands squarely on whether the club member’s experience is exceptional or merely ordinary. “The
In 1992, the first club I managed, Boulder Ridge Country Club in the Chicago suburbs, had only three computers in the entire clubhouse operation. One each for the controller and club secretary and one in the pro shop. All other club activities were written in
In the club world, inspiration for new services, programs, events and facilities can be drawn from many sources and directions, taking various shapes, styles and forms. At the Detroit Athletic Club (DAC), we are often inspired by hearing our members’ ideas and responding in a
WHEN I STARTED working in the private golf and country club industry more than 40 years ago, golf, cards in the men’s locker and dressy family dinners in a dining room of white tablecloths, hunter green carpet and burgundy chairs were the status quo. Clubs
Member satisfaction and member loyalty are related, but the terms are not interchangeable. Ask yourself this question: Are your club’s most loyal members always satisfied? Probably not. Loyal members are often the first to offer constructive criticism when an amenity or service misses the mark.
Twenty miles outside of Chicago in Glenview, Ill., you will find Valley Lo Club (VLC) perched on the banks of a picturesque 28-acre lake. Members enjoy numerous amenities year-round including a beach with water sports, an executive golf course, tennis, paddle tennis, fitness facilities and