The services and products that clubs offer are pretty generic, from one club to the next. Even if you offer great food, chances are the club down the road also offers great food. Customer service improvements are the best way to generate repeat visitation.
Research tells us that the average member of a club visits twice a month. Some of our member customers visit every day! Relationships and trust develop with your team – we hope. But you can’t have great service standards if the culture at your club isn’t the best. So, a service and cultural program is vital. Two hour seminar topics include
- My club, my culture, your culture
- Pride in my club and pride in me, what does working here mean to me?
- Mindset, how we can influence our mood, our approach and the customer experience?
- What are our standards? Let’s write them down
- Task, texture and teamwork Leadership, is it about the title or is it the way we are?
- Anticipation, communication and listening – the essentials for delivering great experiences
- Resilience and persistence pays off
- My personal goals and how my job fits in my plans