The “ I like you so I won’t hold youaccountable” Manager…
Objective today… Know the characteristics of each skill Understand why each one is important Identify your greatest Strength & Opportunity Understand your role as a Leader Know how you will be evaluated (-i.e. skills) Know how to evaluate (motivate) your ClubLeaders, Marketeers & others…
Leadership Responsibilities…• Clear communication• Member, Guest & Employee Satisfaction• Coach your TEAM to work together• Grow talent• Solve problems (with others)• Be Adaptable• Drive Results…
What is a great leader…*Think ofone adjective to describe someone you admire or has been your mentor...*Is it SKILL OR ATTITUDE ?90% of life is ATTITUDE!Or, maybe it’s more...
Let’s add it up… A=1 T = 20 T = 20 I=9 T = 20 U = 21 D=4 E=5
ATTITUDE is everything... It equals… 100% Your Attitude, plus your aptitude determines your Altitude in life...
Back to Rt. 7… Seven SuperVision Skills for Success
1. Drive for Results(both financial & standards of excellence) *Driven to achieve both financial & standards of excellence results * Focuses on constant improvement * Does the right thing * Takes responsibility for results (buck stops here…) *Sets high standards & goals (for self & their TEAM) *Perseveres despite obstacles… * Question – are you revenue driven?
Goal Setting…(ex. weekly Marketing meetings) *Use a set format for your Marketing & Revenue meetings… *Review / Preview Performance *Define what we want to accomplish… *What are the specific outcomes we want? *What are some ways we can measure success? *What part does everyone play in achieving the goal? *Reward good performance… *Make goals SMART…
Making it S.M.A.R.T… “Increase usage” “Increase revenues” “Increase sponsor dollars” “Increase weddings/golf outings” “Increase school banquet dollars”“Improve Member/Guest Satisfaction” “Recognize my TEAM Members”
2. Adaptability(Self Management)*Handles multiple priorities*Excels at his/her job*Responds well to change… (with flexibility & optimism)*Receives positive & negative feedback well*Assumes responsibility for self-development*Fyi – critical skills for a Marketeer
3. Problem Solving/Decision Making…*Identifies problems*Makes good decisions, doesn’tprocrastinate*Develops creative solutions*Influences others for acceptance (withpersuasion, not demands)*Works until problems are solved*Again, since Sales people are independent– these skills are very important…
4. Impact & Influence(& Growing Talent)*Reputation as "go-to"resource.*Has influential contacts in& out of company.*Has image that establishes& maintains credibility.*Helps grow talent.*WDYKW…
Learn to recognize & covet talentBritains Got Talent singing sensation Susan Boyle hasbeen named the seventh most influential person in theworld.
5. TEAMwork*Is a TEAM player on all levels*Where appropriate – delegates well*Drives performance with coaching*Inspires by rewarding & recognizing*Builds a culture of quality & service*Instills personal & TEAM accountability(allows no non-team players on the TEAM)*Balance individualism & TEAM
TEAMbuilding –Discussion…*Groups Vs TEAMs*Think about when the lack of teamwork caused a Guest issue at your club/restaurant…*Think again about when TEAMwork was the reason for a efficacious Member/Guest interaction?*So… What can you do to promote TEAMwork & keep TEAM Members motivated?
6. Guest Focus*Understands & anticipates Member/Guests needs*Leads by example*Service mistakes = recovery opportunities*Builds relationships with internal & external “Guests” (Members, Guests, area businesses, vendors)*Constant focus on a great Member/Guest experience (uses the “Service Bell” to do so)*Ensures Members & Guests have an enriching experience every time…*Have to build relationships & community…
7. Communication*Creates & sells (verbally & in writing)shared vision of values & goals*Negotiates Win/Win outcomes with others*Does timely, proactive communication*Communicates & promotes ideas well*Actively listens & hears others messages*Critical skill for Marketeers as they haveto be able to sell IQ…
Four Types ofCommunication*Vocal Communication*Visual Communication*Verbal Communication*Written Communication
It’s not easy…So let’s practice…*First, a few listening tests…*And now let’s build an airplane…*Handout…
OSCAR MODEL OF CONFLICT RESOLUTIONOpenness: conflict is natural. Recognize, respect and embrace it. Conflict resolution is NOT about putting out fires, it is about controlling burns and moving people into a TEAM work frame of mind.Scan: constantly look for when and where conflict might emerge. If you understand and are open to it, it is easy. Pay attention to what is going on and sense it before it arises. If you understand and are open to it & people know it, they are more likely to approach you about itBe Current & Complete: Once you identify conflict, act. Listen to all sides involved, including listening to your own internal voice and any biases you may have. This may involve saying & hearing things that are uncomfortable. But you HAVE to know the full picture to be able to resolve it..
OSCAR MODEL OF CONFLICT RESOLUTIONAchieve Agreement: listen to all sides, identify where parties agree, where they differ, and how to reach a Win- Win agreement, not easy. It requires compromise and many people don’t understand it. In fact, it is as much about giving as it is getting and helping people understand it. Once you achieve agreement, work out the details.Resolution: When you achieve agreement and the conflict is resolved, parties can move forward. It is a negotiated peace settlement and both sides must uphold their part of the bargain. This is when you, as a successful professional negotiator, WIN THE OSCAR!!!!**If either party breaks with the solution – follow-up to bringthem on track, including if necessary disciplinary measures.
Contributing to aSuccessful Club…*Two factors to your Club’s financial success: Grow revenues & control expenses.*An important part of being a leader is driving sales and managing expenses efficiently.*Can’t expense your way to greatness…*It is easier to KEEP existing Members & Guests than it is to GET new ones. Keeping our current Members (and Employees…) happy is the key to your success!* Think GEKE Squad (Get Em’ & Keep Em’)…
Growing Revenue… *Think Four-Walls Marketing/Ops *Get to know Members/Guests, call them by name & give them what they want… *Work as a TEAM® How can you *Encourage everyone to sharehelp your Club ideas & suggestions (cominggrow revenue? soon – Idea Boards/Rewards) *Recognize great Employee performance! *In other words – LEAD your TEAM!
Keeping Members/Guestshappy is good business!Value of a Guest…* One visit Family of four = $80* One visit a week = $4,000 / year* Ten years of visits = $40,000* One new Guest Referral/year = $4,000 / year* Think EXPONENTIALLY…* Guest discussing their extraordinary treatment at The Club to others - invaluable!
Happy Employees are evenbetter!Value of a Great Employee…PRICELESS!Why? Because they take care ofyour Members…
Making it real to achieve GREATresults… WARM WELCOMES ”WOW” MOMENTS GREAT GOODBYES While these “Steps of Service” sounds simple – it up to you to make sure we are executing it every time with every Employee to every Member & Guest...
We can learn from STARBUCKS…5 Principles for Turning Ordinary into Extraordinary Make It Your Own – we are not in the restaurant business - we are inthe “people business”... Everything Matters - our brand is the sum of everyone & everything Surprise & Delight - do not be content to be liked, want to be loved Embrace Resistance - use negative feedback to grow relationships Leave Your Mark - make a difference...
THE STARBUCKS EXPERIENCE (again…)How do they do it?THEIR GREEN PAGES… BE WELCOMING BE GENUINE BE KNOWLEDGEABLE BE CONSIDERATE BE INVOLVEDSOUNDS A LOT LIKE our Lube Mission Card…
THE STARBUCKS MembershipService Bell EXPERIENCE...Creating an experience that will keep Members &Guests coming back relies on a magical combination ofthree things: our product, our place and our people.They will come for Golf and Food & Beverage,they will stay for the inviting warmth,and return for the very human connection…So... go ahead - welcome our next Member…And make the club their HOME AWAY FROM HOME...
The Membership Service Bell* The Bell is a symbol for our passion for providing a GREAT Member/Guest Experience and a terrific place to work for our Employees. It is an ever present guidepost for us to truly be at our best serving our Members/Guests and growing our business. It is our soul and our conscience.* The Service Bell guards us against taking actions that conflict with our “Member First” philosophy. It warns us against employing Employees who do not have a servant’s heart and implores us to take care of those who do. Our business is simple - it is people serving people. We must take care of our people for them to take care of our Members & Guests.* The Service Bell reminds us ATTITUDE = 100%, and to choose our Attitude each day when we come to work as our Attitude, plus our Aptitude, will determine our Altitude. Atmosphere also matters, so pay attention to the details. When we are at work – we must be here – as work is theatre & we are always on stage!*
The Membership Service Bell* The Service Bell will be heard when we “walk our talk.” It begins at our door with “Warm Welcomes,” continues with “WOW” Moments and ends with “Great Good-byes.” When our Members & Guests are happy and having FUN, the bell will chime. So, make work fun. Create a BUZZ that people feel when they walk in the door & when they leave and give em’ something to talk about.* The true rich sound of the Bell will be heard when we are loved and not just liked by our Members & Guests. We want to be great – with Great food, Great service, Great facilities & Great events! The Bell will ring when our Members have an enriching experience every time. However, if all is quiet – beware…* So let’s make our ENERGY contagious! Make every day an enriching Experience for our Members & Guests and our Employees! In other words – make their day!* The Service Bell rings for those with a servant’s heart who work to make a difference at work and in our community. So, listen well and learn from the bell for it will serve you well!