Implementation of Remarkable Service

While many think that it costs more to provide Remarkable Service levels, this is not necessarily so.  At the end of the day it’s more about organization and discipline than it is about higher costs.

It does, however, require commitment on the part of the owners or board, buy-in from the club’s membership, and a long-term, focused effort from the General Manager and management staff.  The end result of Remarkable Service, of an organized and efficient operation, and a focused staff working in unison toward a common goal, comes from Jim Collins’ Flywheel effect.  To quote from Good to Great,

What do the right people want more than anything else?  They want to be part of a winning team.  They want to contribute to producing visible, tangible results.  They want to feel the excitement of being involved in something that just flat-out works.  When the right people see a simple plan born of confronting the brutal facts – a plan developed from understanding, not bravado – they are likely to say, ‘That’ll work.  Count me in.’ When they see the monolithic unity of the executive team behind the simple plan and the selfless, dedicated qualities of Level 5 leadership, they’ll drop their cynicism.  When people begin to feel the magic of momentum – when they begin to see tangible results, when they can feel the flywheel beginning to build speed – that’s when the bulk of people line up to throw their shoulders against the wheel and push.”

Realistically, the process may take three to five years . . . or longer.  But the benefits to the club are as remarkable as the level of service achieved, including:

  • Accountable, service-based leaders
  • Willing, committed, and empowered staff
  • Lower staff turnover; improved morale and motivation
  • Greater operational efficiencies
  • Improved operating performance
  • Less liability exposure
  • Better planning and execution
  • Less turmoil and chaos in the operation
  • Improved member sales, member satisfaction and retention

The important thing for management, staff, and members to recognize is that they are working on a plan to revitalize their club.  And as legendary Dallas Cowboy coach Tom Landry said,

Setting a goal is not the main thing.  It is deciding how you will go about achieving it and staying with that plan.”

Click here to read the entire Quest for Remarkable Service white paper.

Thanks and have a great day!

Ed Rehkopf

This 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.

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