Major lessons: a look at Augusta National

Spring is officially here. We know that because there is a new Masters Champion. The Masters signifies so much about our game. Masters week is that date on the calendar we have highlighted on our devices, that special week we look forward to for months. It not only evokes Spring, it raises our blood pressure, and creates visions of green, lush fairways in our head. Unlike the Super Bowl, which is the climax of a long, hard fought season, The Masters opens the curtains to a beginning, a fresh start for a new season, that next chance for every golfer to lower their scores.

As we reach back remembering this year’s tournament, we recall not only a hard fought championship won by a deserving winner, we remember that Augusta National Golf Club presents as no other. It is that place on the golfing map that shows us that people love quality, and that compromise doesn’t play well when excellence is the target. Where the number one possession, the smart phone, is taken away for the day and patrons do not mind in the least. There are lessons to be learned here. Lessons to help you build a better property, a heightened experience for members and staff. In this In My Opinion post, I present three lessons to think about as you look for ways to build your experience:

Always improving: This major works to improve the golf course, the grounds, and the patron experience each and every year. From a new tee box to a new patron shipping department, the leadership is constantly building new assets to create the finest tournament in golf. As you gather your managers, what are the improvements — large and small — that will add value to the membership, to the daily round of golf? Why not create an always improving whiteboard where any team member can add those items they believe will make for a better experience? Sure, you might only be able to tackle a few, but think how this strategy might impact the club and also the team culture.

No compromise: Augusta National has one set of rules. No matter who you are, your smart phone stays back in the car. Although there are several no’s in the experience, we sense only joy, with no one feeling cheated. The patrons are after all, at The Masters, and life is good! As you look to make positive change, realize that when leadership compromises, it rarely ends with only one. Managing change means creating a strong, continuous training program. Rules should be in place to protect members, guests, and staff. The rules should also be…