Service, Bylaws, Rules

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Service, Bylaws, Rules Mission Statements
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Service Excellence

• What is a club managers primary duty ?
• To provide excellent service to members
• What is service ?
• A helpful act
• As perceived by the recipient
• Member perceptions are
• the club managers realities

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Employee Service Quiz

• 1. What is your name?
• 2. Who do you work for?
• 3. Who pays your salary?
• Answers
• 1. Your name
• 2. The clubs members
• 3. The clubs members

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Service Terminology

• Moment of Truth
• Moment when a member comes into contact with any
  aspect of the club, and subsequently forms an
  opinion about the quality of the club.
• Service Gap
• Shortfall between the quality of service provided
  by the staff and the quality of service expected
  by club members.

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When a Service Gap Occurs

• Listen very carefully
• Stay calm
• Be agreeable
• Express regret
• Discuss possible solutions
• Dont promise what you cant deliver
• Follow up
• Kill them with kindness

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Reasons Customers Leave
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Club Written Records

• Articles of Incorporation (Constitution)
• Establishes the club and states its purpose
• Bylaws
• Set the foundation for club rules
• Backbone of the club
• Rules
• Establish expected member behavior
• Easier to change than bylaws

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Bylaw Issues

• Membership
• Categories selection
• Spouses families
• Death divorce
• Suspension or expulsion
• Stock or certificate of membership

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Bylaw Issues

• Club Governance
• Authority of Board of Directors
• Elections
• Meetings procedures
• Standing Committees
• Indemnification of officers

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Rules Categories

• Operational
• Governs club hours, fees, services
• Conduct
• Covers member behavior regarding general conduct,
  smoking, drinking language
• Sports
• Largest portion of a clubs rules

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Rules Categories

• Dress Code
• What members guests can cannot wear
• Facilities
• How members should treat the clubs property
  equipment
• Special Events
• Guidelines for weddings, reunions, etc.

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Bylaw Changes
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Enforcing Bylaws Rules

• Only enact rules that you are going to enforce.
• - Practical Precise
• Can be enforced by members, officers or staff
• Dont want to embarrass members
• Members are responsible for guests

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Summary Bylaws vs. Rules

• Bylaws
• Specific enough to guide the club, but generic
  enough to allow flexibility to operate.
• Changed as infrequently as possible
• Rules
• Guidelines that govern day-to-day operations
• Can be changed without member permission

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Mission Statement

• Expresses the underlying philosophy that
  gives meaning and direction to club policies
• Should address the interests of
• 1. Employees
• 2. Members / Guests
• 3. Owners
• 4. Management
• The quantity of guests relates to the
• quality of your employees

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Mission Statement

• Should answer the questions
• 1. What do we do?
• 2. How do we do it?
• 3. For whom do we do it?

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Mission Statement Example

• The mission of the Highroad Country Club is to
  provide the best recreational facilities in golf
  and tennis in southern California
• - Nature of the club
• - Why it exists
• - Defines its major products
• - Projects its desired public image