Jeff Wilson, veteran club pro and longtime GM, shares insights from decades in club leadership including extraordinary service moments, cultural development, and strategies for successful interim management.
• Once jumped into a pond to retrieve a member's submerged golf cart and purse
• Cleanliness is the first thing to check when walking into a new club – vents, picture frames, light bulbs
• Member expectations have risen as clubs are now viewed as second homes
• Boards must clearly define "who you want to be and what you want to be" before setting strategy
• Avoid agenda-driven board members focused on personal projects rather than strategic initiatives
• Involve team members in decision-making processes to gain better ideas and stronger buy-in
• Watch your language – eliminate negative phrases like "no," "can't," "don't" from communications
• Successful future clubs will create exceptional experiences for both members and employees
• Creative staff housing solutions help address ongoing hospitality workforce challenges
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