Defining expectations – Golf Inc Magazine

The relationship between club leadership and staff can certainly define the atmosphere on property, any given day. When things are working well, members will sense an easy, light attitude in the air. When there are issues the clubhouse feels very different, as if one could slice through the tension with a pitching wedge. In my experience, I’ve learned this tension lands on the idea that some people feel they just do not understand their role. That the responsibilities of their job were never thoroughly explained from their point of view. They may have felt that they were asked to create great results without the benefits of specific knowledge and training. With an obvious lack of confidence they might go into their day as if on eggshells, afraid to take risks, afraid that they may make a mistake. 

A golf property is an extraordinary business. It has complexity and several potential revenue streams, as well as extraordinary maintenance and upkeep costs. The property likely has owners who invest with the expectation of a healthy financial return, while leadership too has an investment. They have invested time, a serious portion of their career, potentially several years into the property. They take their career very seriously. The staff under that leadership team is likely made up of a wide, diverse group of people. Some young, some old. Many part-time, others full time, developing skills, hoping to build a life through the game of golf. Whether the investment is money or time, both are significant and very personal. What might all this mean inside the daily operations of the club?

We can likely agree that business is not overly difficult at its core. On paper it is about creating, serving, and retaining loyal customers (members), over a long period of time. Problems begin when steps are missed or simply not done well. At the property, good hospitality requires attention to detail and successful execution to the needs of the members and guests. In the big picture, value steps include hiring well, training through and through, and recognizing the efforts and attention to detail of all staff members on a regular basis. This In My Opinion post is about three ideas: thoughts about the relationship between people, all who earn their money from working together.

Spend extraordinary time with people from their start: I am a firm believer in momentum. I am also a true believer in fast starts. When you are about to hire new team members, have their work calendar…