"There Is Nothing So Certain As Change"
After decades of enjoying the status quo, clubs must now deal with a variety of external pressures that impact their ability to maintain services and enjoy fiscal responsibility. The techniques for membership marketing are also evolving as we develop new tools and strategies to keep pace with change.

Club Mark offers a variety of seminars, workshops published articles and tools which allow club professionals to stay on top of new concepts in club operations and marketing.

Team Marketing Training - Differentiating From the Competition

We’ve all experienced it; the Ritz Carlton, the Four Season and other highly rated service oriented programs that simply have you saying ,”Wow”. Why can’t we produce the same thing at our Clubs? Now we can and for just a minimal investment.

We know that member and non-member perceptions of our Clubs emanate from a variety of senses. We create perceptions based upon what we see, what we hear, through comparisons to similar experiences and in the many touches we might have on a regular basis with the Club.

It is not only a membership person that speaks for your Club. Every employee has the capacity to touch the lives and make impressions upon each of your members nearly every time they enter the Club grounds or make contact with the Club. These perceptions and the care we provide in making good and lasting impressions can form the foundation of your member’s attitude about the Club and their willingness to go the extra mile to recommend and sponsor a new member, to use the Club more frequently and to be a positive ambassador for the Club. Why would you leave that to chance?

Quite often, in focus groups and member surveys we hear things like "the service is inconsistent, one day its great, the next its not." Or, "there seems to be a lot of favoritism to those that the staff is familiar with". We even hear that some members will not take the chance of bringing a prospective member because they are "never sure which staff will show up today, the good, the bad or the ugly".

In our team training program we try to bring a common perspective to the process. The desire to have a positive experience in our social interactions is universal. No one sets out to have a bad time. Your staff has the very same expectation for their own service and quality experiences that your members do! The key is in making this basic truth the catalyst to better service and in differentiating the experiences that your members have at their Club.

Our training programs instill the following:

• The “power” that each person has in creating perceptions, meeting expectations and creating ambassadors of “goodwill”
• Empowerment to make a difference, first time, every time
• The value of membership to each and every department
• Creating a great and lasting first impression
• Creating relationships
• Deciding to be the best
• Differentiation
• Understanding the things that can go wrong and stopping them before they happen
• Making work fun

We work with your staff and look into every area of the Club asking what are some of the things that can go wrong in these areas and send the wrong message or create the wrong perception?

• Telephone Reception
• Guard Shack
• Physical Reception at Front Desk
• General Staff
• Membership Department
• Pro Shop
• Dining Rooms
• Fitness Center
• Tennis Area
• Golf Course
• Swimming Pool
• Locker Rooms

Once we create the awareness of how things can go wrong, we internally develop preventive programs to take away any potential negative?

Process – Prior to an engagement, we will discuss any issues with staff that you might have so that we can arrange our programs to fit your specific needs. Our staff will then arrange two dates approximately 30 days apart to set up your training program. We meet separately with Department Heads for one meeting and Line Staff for another meeting. Each meeting is approximately ninety minutes and the number of employees should not exceed 14 in any one class setting. The first meeting is to create awareness and to create various exercises to practice. The second series is to review and determine areas that continue to be problematic either for the employee or the Club.

Fees - Please call for quote.