Membership Satisfaction

Member Satisfaction

MEMBER SATISFACTION

Cornerstone to Success

Delivering memorable experiences, creative programming and exemplary customer service are the cornerstone to a successful operation. During my tenure as an example at The Longboat Key Club, overall satisfaction improved seven successive years. As I understood the importance to deliver what the members wanted, I created an Advisory Board whereas every facet of the Club experience was represented by a member who had significant influence in that area. Through a collaborative process, this forum produced feedback, recommendations and a true partnership.

Creating unique experiences led to improved attendance at membership events. The programming was generated by leadership and the event staff which provided a detailed list of annual events. To make this even more special, members event preferences were noted and as events were scheduled members would receive notification to ensure they were aware.

Planning events is one facet of delivering unique membership experiences, however it is the communication that is essential. Historically I have worked with the Graphics team to generate club digital magazines. In addition, the continued development of technology i.e. membership apps to communicate upcoming events. Finally, having a membership survey sent out to the members after every event to get feedback has been instrumental.

The club within a club concept was rolled out. This provided a platform for members to meet other members who shared the same passion. Ultimately over thirty clubs were created offering yet another outreach for members to enjoy. Below is an overview of events developed, planned and successfully rolled out during my club tenure:

▷ Member Annual Golf Tournament ▷ Member/guest Golf Tournament ▷ Twilight golf ▷ Member Annual Tennis Tournament ▷ ATP Top 250 Tennis Tournament ▷ PGA Golf Tournaments (The Players Championship and The Honda Classic) ▷ Select Wine Dinners and pairings ▷ Whiskey Dinners and pairings ▷ Beach Bash ▷ Brews and Blues ▷ The Biggest Loser (Fitness) ▷ Book Clubs ▷ Bridge ▷ Holiday Brunches ▷ Marina Happy Hours ▷ Bacchus on the Beach. A Celebration of Wine and

Food. This event is a fund raiser for the University of South Florida School of Hospitality. ▷ Pickle Ball Tournaments ▷ Super Bowl parties