Who's Who?

How has this idea enhanced your club's operation, etc.?

As our staff has grown, we have a lot of new employees and a very large membership to get to know. As a way to help our staff connect with members – some that we see multiple times a week – we started a ‘Who’s Who?’ program in the golf department. At the beginning of their shifts, team members are encouraged to pick up an information card to be completed. Each card requires a member’s name, where they met them, and an interesting fact. The card is then returned for a chance to win a monthly prize - a win/win for both members and employees.

How was this idea implemented, and what have been the club members' reactions?

This year, members have commented on the increased engagement level of our staff – and with the continuing high level of golf rounds and merchandise sales, the more we can get to know members on a more personal level, the better the individual service we can provide. The 'Who's Who?" program also encourages our more quiet, reserved staff members to speak with members and feel more comfortable starting conversations. Engagement is a hard ‘tool’ to measure but returning visits and involved members are a good sign.