Retention is a Team Sport: Effective Net Dues Meeting

Welcome to Session 5:

Q&A TIP: at the top of your screen you will see a green bar, if you hover over the green bar a toolbox will drop down. You can click on the last button on the right and find an option for Q&A. A box will pop up for you to type in questions that you want to ask the professors at any time.

Join the Retention Challenge

Clubs who are taking the Retention Challenge! Pledging to improve their overall retention by reducing their “true subs” by one less Member lost per week through the end of 2015.

Business & Sports Clubs Capital City Club, Montgomery City Club Raleigh Club LeConte Harbour Club La Cima Club Pyramid Club Rivers Club Skyline Club, Southfield The Club at Key Center The Commerce Club Tower Club Tysons Corner Town Point Club University Center Club, FSU University Club of Jacksonville University Club San Diego University of Texas Club

Golf & Country Clubs: April Sound Country Club Bluegrass Yacht & Country Club Cimarron Country Club Clubs of Kingwood Desert Falls Country Club Eagles Landing Country Club Eastlake Woodlands Country Club Lost Creek Country Club Magnolia Creek Golf Club Mission Hills Country Club Oakmont Country Club Seville Country Club Stonebriar Country Club Tampa Palms Golf & Country Club The Golf Trails of The Woodlands & Lake WindCrest The Woodlands Country Club

GM – Matt Beroth MRD – Katie Baker MD – Katie Bowers / Matt Benn Golf Pro – Scott Simonsen Golf Pro – Kevin Cornine MRC – Kerry Hoffmans Club Manager – Mike Glenn F&B Director – Dennis Coker Executive Chef – Salvador Hernandez

GM – Jack Kimbell MRD – Erin Sustar MD – Casey Ellis / Meghan Gaab Fitness Director – Doug Baraniak Athletic Operations – Jessica Hootman Executive Chef – Jim Gelzheiser Service Director – Cliff Oliver PED – Amanda Rapach/Michele Fischer Accountant – Elaine Communale

TWO TEAMS – ONE VISION

EFFECTIVE RETENTION STRATEGY

PND IS A TEAM SPORT!

It’s not rocket science – “GET & KEEP MEMBERS”

OUTLINE FOR TODAY…

• CHANGE OUR THINKING / CULTURE

• MAKE IT THE FOCUS (ALL THE TIME)

• USE THE TOOLS WE HAVE IN OUR TOOLBOX

• CLUB EVENTS & PROGRAMS

• MARKETING & MORE…

COMMIT TO NET DUES CHANGE YOUR CULTURE…

WHAT DOES A GREAT COACH (GM) DO?

Leads by example – THREE STEPS OF SERVICE

Builds Relationships & Enrich Lives (B-REL)

Is the carrier of the ATTITUDE flame

Sets Direction, Allocates Resources, Ensures Execution

Reinvent The Way Your

TEAM Does NET DUES!

THE IMPOTANCE OF ATTITUDE

A = 1

T = 20

T = 20

I = 9

T = 20

U = 21

D = 4

E = 5

ATTITUDE is Everything...

ADD IT UP... It equals…

100% Your Attitude, plus your aptitude, determines your altitude!

Commit to REINVENT the Culture at YOUR Club! You Don’t Need Reinvention $$$$

It starts with a Winning Attitude…

“ Attitude affects teamwork,

teamwork affects Members,

Members affect paychecks,

paychecks affect attitude!”

Robert H. Dedman Sr.

CHANGE YOUR ATTITUDE...

• Meeting Agenda • Retention Worksheet • Aging Report • Dues Added/Dues Lost Forecast • Follow Up Notes from Last Meeting • At Risk For Resignation Targets • Club Events/Programming

WHAT TOOLS DO WE HAVE...

RUN BY MRC/MRD

DUES ADDED + DUES LOST = NET DUE$

It’s not rocket science – “GET & KEEP MEMBERS”

HOW WE GET TO PND?

USE THE

TOOLS

USE THE TOOLS

Click on the Dashboard located on the homepage

USE THE TOOLS

Where can you find the TARGETED RETENTION REPORT?

Call Mr. Smith to speak to him about InMoment Note

Spoke with him and he just had a bad day at work and was upset his steak was not cooked properly, filled out Mindshare when got home, happy we cared to call, it’s all good...

Send incentives to at Risk for Resignation folks

Sent incentive packs to 10 at Risk for Resignation Members – Aged > 40, Couples with Children less than 2 year tenure, etc.

Come up with Employee Referral Incentive

For every Member referred Employee Partner gets $10 gift card. If Member joins, get $100 for Fitness / $50 for Social Member. Must introduce to MD.

GET OUT OF THE BOX…

AND A WHOLE LOT MORE…

THE MEETING RUN BY MRD

Follow Up From Last Meeting – Go around the room to hear what we learned from resign calls.

Any Trends that we are starting to see?

DISCUSSION OF ALL REPORTS/WORKSHEETS: Net Dues Meeting Worksheet, Dues Added/Dues Lost Forecast, Bad Debt Potential, Pro 1-on-1, At Risk from Dashboard, etc.

GOLF PRO CONNECT

ASSIGN RESIGN / AT RISK CALLS

Programming & Prospecting

Committee Meeting Reports

Concerns/GM Needs

Action Items

USE THE

TOOLS

USE THE TOOLS

USE THE TOOLS

WHAT TO BRING...

What type of programming can we offer to reach the older 55+

Membership segment?

How do we do a better job getting our YEX connected?

QUESTIONS

COMMITMENT TO THE NET DUES TEAM CHANGING THE NET DUES CULTURE

OUR VERY OWN NET DUES LEAGUE RETENTION DRAFT

8 Teams - 1 Golf Pro + 1 F&B Mgr = 1 Team

2 Divisions – North (Hills) vs South (Creek)

All Members with Join Date of March 4, 2014 on split up to make a team of 60 + Members

Run month end report to see who is winning

Prizes for 1st place in both divisions/month

Division winners face off for super bowl in month of December

COMMITMENT TO THE NET DUES TEAM CHANGING THE NET DUES CULTURE

Get the entire team involved Commit to REINVENT the Culture at YOUR Club!

COMMITMENT TO THE NET DUES TEAM CHANGING THE NET DUES CULTURE

Q&A TIP: at the top of your screen you will see a green bar, if you hover over the green bar a toolbox will drop down. You can click on the last button on the right and find an option for Q&A. A box will pop up for you to type in questions that you want to ask the professors at any time.

When should we host another OPEN HOUSE? How can we leverage JAZZ NIGHT to

get more prospects?

What can I “takeaway” from CLUBCORP Managers Facebook posts…

BTW - It never stops…

We are in the business of FUN

OH THE PLACES WE WILL GO – IF WE MAKE IT FUN…

PUT YOUR WORDS INTO ACTION

Q&A TIP: at the top of your screen you will see a green bar, if you hover over the green bar a toolbox will drop down. You can click on the last button on the right and find an option for Q&A. A box will pop up for you to type in questions that you want to ask the professors at any time.

Jessica’s Affirmation: www.youtube.com/watch?v=qR3rK0kZFkg