Details and Quality

How often have we said that clubs are a detail-intensive business?  There are literally hundreds, if not thousands, of details that must be attended to daily to provide the high levels of quality that members expect.  It’s also easily understood that the general manager and management team are incapable of checking each detail every day.  So what are the necessary strategies to achieve the requisite levels of quality?

  • Ultimately a robust program of employee empowerment will encourage employees to think like the general manager, be aware of the manifold necessities of quality and service, be ever alert for problems and issues, and demonstrate the ownership to correct problems wherever and whenever they find them.
  • Thorough communication of values, standards, and expectations to employees so they understand what, why, and how it must be done.
  • Comprehensive initial and ongoing training to ensure employees have all the necessary knowledge, skills, and appropriate attitudes to render consistently high quality service.
  • Detailed organizational systems and processes to allow the operation to function efficiently.  When things happen consistently and routinely in all areas of the club, employees have the time and the inclination to focus on quality.  When everything is screwed up all the time, employees will find it difficult to care.
  • Consistent service-based leadership which requires managers to provide employees with all the necessary tools, training, resources, and ongoing support to do their jobs efficiently and effortlessly.  The underlying premise of such leadership is the ultimate value of people in any endeavor and the need to serve all constituencies, but particularly the employees who render service directly to members.  Such a leadership approach creates and sustains the strong bonds of personal pride and team effort.

While creating the necessary club environment to provide each of the above requirements is neither rapidly nor easily accomplished, it ultimately is the ONLY way to build enduring quality in a service organization.

Thanks and have a great day!

Ed Rehkopf

This weekly blog comments on and discusses the club industry and its challenges. From time to time, we will feature guest bloggers — those managers and industry experts who have something of interest to say to all of us. We also welcome feedback and comment upon the blog, hoping that it will become a useful sounding board for what’s on the minds of hardworking club managers throughout the country and around the world.

Club Resources International – Management Resources for Clubs!

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