A Club Leader’s Perspective [2023]

A Club Leader’s Perspective: Emerging Trends & Opportunities for 2023 

Latest research produced in collaboration with the Club Management Association of America examines  pressing needs in club management.

In brief:

  • Industry survey of over 230 club leaders across the US highlights the perspective of club leaders on the current challenges facing the industry.
  • A Club Leader’s Perspective explores the state of the industry from the perspective of those in club leadership roles, and what influences their decisions.
  • Club leaders weighed-in on emerging trends and challenges across five primary areas:
    • Industry outlook 
    • Access and utilization
    • Membership experience insights
    • Capital and finance
    • Inflationary impacts on service

We’ve surveyed club leaders regularly since the start of the pandemic, including in-depth looks at challenges, sentiments and opportunities over the past two years. During this time, many clubs faced an global health crisis, supply chain interruptions, labor challenges and escalated membership levels. In 2023, optimism regarding the economic outlook of the industry remains high despite looming recessionary impacts.

Access the full report for further insights.

Read now

About GGA Partners

GGA Partners™ is an international consulting firm and trusted advisor to many of the world’s most successful golf courses, private clubs, resorts, and residential communities.  We are dedicated to helping owners, asset managers, club and community leaders, investors and real estate developers tackle challenges, achieve objectives, and maximize asset performance.

Established in 1992 as the KPMG Golf Industry Practice, our global team of experienced professionals leverage in-depth business intelligence and proprietary global data to deliver impactful strategic solutions and lasting success. GGA Partners has offices in Toronto, Ontario; Phoenix, Arizona; Bluffton, South Carolina; and Dublin, Ireland. For more information, please visit ggapartners.com.

GGA Partners is proud to be a long-standing CMAA Business Partner.

About CMAA

Founded in 1927, the Club Management Association of America (CMAA) is the largest professional association for managers of membership clubs with 6,800 members throughout the US and internationally. Our members contribute to the success of more than 2,500 country, golf, athletic, city, faculty, military, town, and yacht clubs. The objectives of the Association are to promote relationships between club management professionals and other similar professions; to encourage the education and advancement of members; and to provide the resources needed for efficient and successful club operations. Under the covenants of professionalism, education, leadership, and community, CMAA continues to extend its reach as the leader in the club management practice. CMAA is headquartered in Alexandria, VA, with 42 professional chapters and more than 40 student chapters and colonies. Learn more at cmaa.org.

For further information, contact:

Samar Abdourahman
Manager, Marketing and Communications
GGA Partners
t: 416-333-5008
e: samar.abdourahman@ggapartners.com

A Club Leader’s Perspective [2022]

A Club Leader’s Perspective: Emerging Trends & Challenges 

Latest research produced in collaboration with the Club Management Association of America examines the perspectives of private clubs and what trends are motivating their decisions.

In brief:

  • Industry survey of over 200 club leaders across North America highlights the perspective of club leaders on the current challenges facing the industry.
  • A Club Leader’s Perspective explores the state of the industry from the perspective of those in club leadership roles, and what influences their decisions.
  • Club leaders weighed-in on emerging trends and challenges across five primary areas:
    • Industry outlook within the post-Covid-19 ecosystem
    • Human resources and workforce demands
    • Membership experience and programming
    • Capital planning and long-range improvement strategies, and budgeting and forecasting
    • Inflationary impacts on service

We’ve taken the pulse of club leaders regularly since the start of the pandemic, including in-depth looks at challenges and sentiments in 2021. Over the past two years, many clubs were forced to adapt to evolving public health regulations, supply chain shortages, labor challenges and sky-rocketing membership levels. Despite these challenges, club leaders are largely positive about 2022. 

Access the full report for further insights.

Read now

About GGA Partners

GGA Partners™ is an international consulting firm and trusted advisor to many of the world’s most successful golf courses, private clubs, resorts, and residential communities.  We are dedicated to helping owners, asset managers, club and community leaders, investors and real estate developers tackle challenges, achieve objectives, and maximize asset performance.

Established in 1992 as the KPMG Golf Industry Practice, our global team of experienced professionals leverage in-depth business intelligence and proprietary global data to deliver impactful strategic solutions and lasting success. GGA Partners has offices in Toronto, Ontario; Phoenix, Arizona; Bluffton, South Carolina; and Dublin, Ireland. For more information, please visit ggapartners.com.

GGA Partners is proud to be a long-standing CMAA Business Partner.

About CMAA

Founded in 1927, the Club Management Association of America (CMAA) is the largest professional association for managers of membership clubs with 6,800 members throughout the US and internationally. Our members contribute to the success of more than 2,500 country, golf, athletic, city, faculty, military, town, and yacht clubs. The objectives of the Association are to promote relationships between club management professionals and other similar professions; to encourage the education and advancement of members; and to provide the resources needed for efficient and successful club operations. Under the covenants of professionalism, education, leadership, and community, CMAA continues to extend its reach as the leader in the club management practice. CMAA is headquartered in Alexandria, VA, with 42 professional chapters and more than 40 student chapters and colonies. Learn more at cmaa.org.

For further information, contact:

Samar Abdourahman
Manager, Marketing and Communications
GGA Partners
t: 416-333-5008
e: samar.abdourahman@ggapartners.com

A Club Leader’s Perspective: Emerging Trends & Challenges

GGA Partners Releases A Club Leader’s Perspective on Emerging Trends & Challenges Research Report

More than 500 club leaders weigh-in on trends, challenges, and pressing needs in club management emerging in the wake of the global health crisis. Now available for download.

TORONTO, Ontario (June 15, 2021) – GGA Partners, an international consulting firm and trusted advisor to many of the world’s most successful golf courses, private clubs, resorts, and residential communities, has released the results of an industry-wide research survey of more than 500 club leaders.  

The 2021 A Club Leader’s Perspective: Emerging Trends & Challenges report is a collaboration between GGA Partners and the Club Management Association of America. Researchers and analysts from both firms partnered in the development and analysis of the findings.

The research, which serves as a contemporary update on pressing needs in club management, takes a look at emerging trends and challenges from the perspective of those in club leadership roles, capturing insight from 515 club leaders, the majority of whom serve as general managers, COOs, and CEOs of private clubs in North America.

A Club Leader's Perspective: Emerging Trends & Challenges

Club leaders weighed-in on emerging trends and challenges across five primary areas: 1) industry outlooks and the ripple effects of COVID-19, 2) human resources and workforce demands, 3) the membership experience, value proposition, and programming, 4) capital planning and long-range improvement strategies, and 5) financial position, budgeting, and forecasting.

“Even before the pandemic, significant change was underway across the private club landscape,” explained Derek Johnston, a partner in the firm. “The crisis has not only accelerated these nascent changes but also introduced new obstacles and challenges for clubs to overcome. The findings of this report will be a useful reference tool for club leaders as they navigate an uncharted path forward and reset for growth beyond the coronavirus pandemic.”

This latest report is a continuation of the GGA Partners Perspective research initiative, a series of surveys the firm deployed in the spring of 2020 which dive into the attitudes, preferences, and industry outlooks of distinct club industry cohorts. The prior installment, A Member’s Perspective: The Shifting Private Club Landscape, featured findings from a global survey of more than 6,300 private club members on their attitudes toward the club industry during the pandemic and how they expect clubs to respond.

To view the research results and key insights found in A Club Leader’s Perspective: Emerging Trends & Challenges, click on the link below.

Download the report here

 

About GGA Partners

GGA Partners™ is an international consulting firm and trusted advisor to many of the world’s most successful golf courses, private clubs, resorts, and residential communities.  We are dedicated to helping owners, asset managers, club and community leaders, investors and real estate developers tackle challenges, achieve objectives, and maximize asset performance.

Established in 1992 as the KPMG Golf Industry Practice, our global team of experienced professionals leverage in-depth business intelligence and proprietary global data to deliver impactful strategic solutions and lasting success. GGA Partners has offices in Toronto, Ontario; Phoenix, Arizona; Bluffton, South Carolina; and Dublin, Ireland. For more information, please visit ggapartners.com.

About CMAA

Founded in 1927, the Club Management Association of America (CMAA) is the largest professional association for managers of membership clubs with 6,800 members throughout the US and internationally. Our members contribute to the success of more than 2,500 country, golf, athletic, city, faculty, military, town, and yacht clubs. The objectives of the Association are to promote relationships between club management professionals and other similar professions; to encourage the education and advancement of members; and to provide the resources needed for efficient and successful club operations. Under the covenants of professionalism, education, leadership, and community, CMAA continues to extend its reach as the leader in the club management practice. CMAA is headquartered in Alexandria, VA, with 42 professional chapters and more than 40 student chapters and colonies. Learn more at cmaa.org.

GGA Partners is proud to be a long-standing CMAA Business Partner.

 

Media Contact

Bennett DeLozier
Manager, GGA Partners
602-614-2100
bennett.delozier@ggapartners.com

Life in Flux: The Evolving Priorities of Millennial Golfers

GGA Partners logo

Nextgengolf logo

PGA of America logo

GGA Partners & Nextgengolf Release Findings from 5th Annual Research Study on Millennial Golf Community

2021 study reveals the habits, attitudes and preferences of over 1,600 millennial golfers.

TORONTO, Ontario (March 17, 2021) – Global consulting firm GGA Partners and Nextgengolf, a subsidiary of the PGA of America, have released the fifth annual Millennial Golf Industry study entitled “Life in Flux: The Evolving Priorities of Millennial Golfers.”

The 2021 Millennial Golf Industry Survey was conducted from November 2020-January 2021 and garnered responses from over 1,600 golfers whose average age was just over 29 years old.

Cover page of the 2021 millennial research report. Title reads "Life in Flux: The Evolving Priorities of Millennial Golfers". Subheader: "Over 1,600 millennial golfers share their habits, attitudes, and preferences about golf. New 2021 findings reveal what's changing and what isn't." Title and subheader overlay image of golf couple taking selfie near flagpin on green with sunset in the background.

Key highlights of the 2021 millennial golfer study include:

Average annual rounds played reached a new peak: 33.9 rounds, a 9% increase year-over-year and average handicap reached a record low, decreasing 5% to 8.8.

Average spend per golf round has increased 28% over the past five years, climbing to $47 from $34 in 2017 at an average rate of $3.25 more per round each year.

For a generation characterized as digital natives, it may come as a surprise that a substantial portion of millennials purchase golf equipment and apparel in-person, roughly two-thirds at a sporting goods store and almost half at a course pro shop.

As a result of the coronavirus pandemic, golf has become more important to millennial golfers according to 60% of the sample. More than four in five (84%) say they are able to work from home; and over half (51%) say this added flexibility allows them to play more golf.

Sixty-percent (60%) of participating millennials prefer golf venues that actively exhibit social and environmental values. Nearly two-thirds (64%) say these behaviors would influence their likelihood of purchase, and approximately three-quarters (73%) of those surveyed would be willing to pay more, if excellent social and environmental practices increased the costs of golf venues.

Millennials are attracted to private clubs that offer non-golf amenities and social components. Interest is highest in amenities offering two key attributes: 1) non-traditional golf play like nighttime golf use and simulators; and 2) a multi-use club experience with casual dining, socialization and fitness.

“Not every millennial is the same, but it’s often communicated that way,” commented Matt Weinberger, Nextgengolf director of operations, PGA of America. “In our continuous work with the millennial audience and now Generation Z, we see tremendous opportunity for PGA Professionals and golf facilities to deliver value to young people while operating their businesses. The key is understanding how golf businesses mesh with millennial lifestyles.”

“What this research shows is a tremendous opportunity for golf facilities and private clubs,” commented GGA Partners’ Michael Gregory, a partner of the firm. “To succeed in attracting the next generation of members, golf facilities must build their reputations around diversity, inclusiveness, and environmental stewardship, providing an amenity and activity profile designed to create experiences which enrich the emotional connection and sense of belonging that elevates the value proposition most appealing to young golfers.”

Historically focused on golfers in the millennial generation (those born between 1981-1996, roughly ages 25-40 in 2021), the study has now begun to span two generations. Nearly one third of the sample audience now technically belongs to Generation Z (those born after 1997, roughly ages 9-24 in 2021), an emergent golfer cohort which the study will continue to evaluate in the future.

Through this study, GGA Partners and Nextgengolf have identified the evolutions happening among the golfers of the future to assist golf facility operators in finding ways to adapt and develop their offerings to meet the needs of the next wave of members and customers.

The 2021 Millennial Research Study is available to all golf facility operators. Download the report by clicking on the link below.

Download the report here

 

About GGA Partners

GGA Partners™ is an international consulting firm and trusted advisor to many of the world’s most successful golf courses, private clubs, resorts, and residential communities. We are dedicated to helping owners, asset managers, club and community leaders, investors and real estate developers tackle challenges, achieve objectives, and maximize asset performance.

Established in 1992 as the KPMG Golf Industry Practice, our global team of experienced professionals leverage in-depth business intelligence and proprietary global data to deliver impactful strategic solutions and lasting success. For more information, please visit ggapartners.com.

About Nextgengolf

Nextgengolf, a subsidiary of the PGA of America, has the mission to provide golfing opportunities for golfers of all ages and make the game of golf more relevant for high school students, college students, and adults. Through the NHSGA, NCCGA and City Tour products, Nextgengolf caters to golfers over 15 years old by proactively keeping golfers engaged through events and bringing new players into the game. For more information, visit nextgengolf.org.

About the PGA of America

The PGA of America is one of the world’s largest sports organizations, composed of nearly 28,000 PGA Professionals who daily work to grow interest and inclusion in the game of golf. For more information about the PGA of America, visit PGA.com and follow us on Twitter, Instagram and Facebook.

 

Media Contacts

Bennett DeLozier
Manager, GGA Partners
602-614-2100
bennett.delozier@ggapartners.com

Michael Abramowitz
PGA of America
561-624-8458
mabramowitz@pgahq.com

2021 Predictions on the Shape of the Next Normal

When we were introduced to COVID-19 in March 2020, no one had any indication that ten months later the number of cases and its toll on society would continue to rise. The introduction of a vaccine is promising, but the road ahead remains filled with uncertainty as to when the next normal will arrive – and what shape that normal will adopt.

Since its inception, GGA Partners has traveled the globe working with private clubs, golf courses, investors, real estate developers, resorts, municipalities, and financial institutions. This has provided unique insight into the state of golf, private club, and leisure businesses from many different perspectives.

We have observed that even before the coronavirus pandemic, significant change was underway across the private club landscape. As we prepare for the “new normal” the thought leaders at GGA sat down to predict what they believe is coming in 2021 and beyond.

1. COVID-19 accelerates change already afoot in governance

According to Senior Partner Henry DeLozier, the change brought on by the pandemic is going to necessitate even more rapid change in governance, which GGA has seen clubs struggle with this past year.

“In corporate America, the concept of stakeholder capitalism was at the forefront in 2020 and that has transcended to the private club space,” commented DeLozier. “We’re hearing members across the private club spectrum questioning why they do not have a larger voice in their club and how board selections, as well as decisions, are being made.”

Private clubs that do not have current and effective governance will suffer from decreased member satisfaction and a constant churn of its membership base.

2. The capability to communicate effectively and efficiently will be key

Linda Dillenbeck, GGA’s director for the firm’s communications practice, stated that there continues to be a need to assist clubs in their efforts to communicate effectively and efficiently.

“It is basic human nature that people do not like change,” said Dillenbeck. “To minimize the disruption of pending changes, it is incumbent upon the management team and board of directors to clearly communicate the what, how, and why of their decisions then allow members to voice their opinions. This provides the level of two-way communication members are demanding.”

In addition to communications about club finances and capital improvements, clubs need to improve the use of the data they have collected to provide tailored communications to members. For example, notices about evolving restrictions on golf events should only be sent to those who play and those about activities for families with children don’t need to be sent to empty nesters.

Beyond member communications, clubs that will be successful in 2021 will be those which can retool and refine their external communications to ensure the message of what truly makes the club unique is presented clearly.

3. Greater work flexibility will impact club utilization in new and challenging ways

Report after report has trumpeted the tremendous increase in rounds played during the pandemic. According to GGA Director John Strawn, that is in large part due to work-from-home adaptations which are providing greater flexibility in how and when employees complete their daily tasks.

“People have more control over their work lives,” said Strawn. “Golf experienced fewer restrictions during the pandemic and that has brought out many new and fringe players leading to full tee sheets at both private and public golf courses.”

Full tee sheets are causing negative feedback from those who play more frequently as there is a belief that those not paying full dues are taking coveted tee times. To solve the problem, Strawn predicts clubs will need to revisit their strategies and ultimately their business models more frequently to ensure they are meeting this new and different demand effectively. Flexibility will be critical until the long-term impact on golf demand is better understood.

While clubs continue struggling to ensure fair and equitable access to the tee or courts while accommodating increased demand, Senior Associate Andrew Milne added that clubs should expect that best practice solutions may shift regarding reservations and tee sheet management to include lottery systems and Chelsea systems to ensure dissatisfaction among members is minimized. Understanding that new reservation management approaches may change the value proposition for members, a clear plan and message acknowledging this, and for measuring and adapting the approach as the future becomes clearer, will be important.

4. Clubs must better understand what women want from their club

According to the National Golf Foundation, while only one in five golfers are women, females represent a disproportionately higher percentage of beginners (31%).

Women ease into the game for a variety of reasons; to spend time with their family, to compete, to be outdoors, and to enjoy the support, community, and socialization. As these women age and consider joining a club, they will choose the clubs that shape programs, staff, activities, and offerings to blend the female competitive group with the group that is more interested in the social community.

“We’ve known for some time just how important the role of women and the family dynamic is regarding the decision on whether to join a private club,” commented GGA Director Murray Blair. “For clubs to succeed in 2021 and beyond, they will need to understand how women are impacting the decision-making process and implement the necessary adjustments to make them feel welcome, whether they play golf or not.”

5. Operational efficiencies gained during the pandemic will carry forward in 2021, and their challenges will too

Among the most remarkable takeaways from 2020 was the ability for clubs to adapt their operations and service offerings swiftly and effectively in the face of facility closures, variable human resource availability, and rapidly changing restrictions for public health and safety.

Contactless payments, varying tee time intervals, and pace dispersion tactics are pandemic-inspired efficiencies which GGA Associate Andrew Johnson predicts will continue.

Adding to the list, GGA Director Ben Hopkinson expects clubs will become more efficient at managing grab-and-go meals, take-out dining, and mobile ordering, following the best practices of companies like Uber Eats and DoorDash.

New ways of operating have also brought about new challenges, some of which will persist into 2021 and require even more new solutions to be generated at clubs and courses.

GGA Senior Associate Andrew Johnson expects that the increased costs associated with COVID-19 mandated protocols such as labor for sanitation and cleaning, as well as elevated maintenance expenses due to increased rounds, will remain through 2021.

Clubs that effectively determine what increased interest and golf participation means for facility accessibility, program creation, membership categories and associated privileges will find increased membership satisfaction and interest from new prospects.

6. The pandemic’s impact on club finances will remain uncertain, expect to see more measurement, flexibility, and experimentation

Despite successful adaptations in club operations and economic relief opportunities afforded by governments and municipalities, the full extent of the pandemic’s economic impact will remain varied across club types depending on business structures and market areas.

GGA Senior Manager Martin Tzankov, remains concerned about the financial position of many clubs and believes the brunt of the economic impact has yet to be seen.

“The reliance of clubs on dues increases and capital assessments has been particularly apparent this year and may have stretched the value proposition too far for some,” stated Tzankov.  “2021 will show the clubs where a clear and present value proposition is being presented to members, who in turn, will continue to pay the cost of belonging.”

GGA Partner Derek Johnston believes there are clubs that will be able to increase pricing and sustain the increases in the long-term and there are clubs that will overshoot the mark. Johnston expressed concern that some clubs may move joining fees too high, too fast; golf businesses may move their green fees too high, too fast; and some may move away from tee sheet management practices too quickly.

“Nobody knows what’s coming.  If clubs have experienced less attrition than in the past, it may be due to members being unwilling to give up their safe sanctuary, but when things begin to stabilize post-vaccine that may not persist,” he explained.  “I believe that a portion of the historical attrition hasn’t been abated, just held back.  There will be increased attrition over the next 12-24 months and there may not be the same demand there to replace those who leave, especially as other social and lifestyle pursuits become more widely available again.”

2021 will be a time for clubs to experiment.  A measured, flexible approach to joining fees and dues will be a prudent approach this year.

7. A club’s success will in part be driven by its sum of parts in 2021

Craig Johnston, a partner and head of GGA’s transaction advisory practice, emphasized that the success of clubs during and following the pandemic will in part be driven by its sum of parts. Johnston explained “A private club may include a fitness center, retail store, several restaurants, a golf course, and a marina. The pandemic has impacted the utilization and thus success of all those ‘parts’ differently, and therefore the overall success of the club will largely be dependent on the club’s product or shall we say parts mix.”

“Every club is going to be different depending on its type of business and the operations which comprise it, the extent and variability of pandemic-related changes means that comparatives are going to need to be refined,” continued Johnston.  “Clubs that understand and appreciate the challenges and successes of the various parts of their business will be in a better position to realign and optimize heading into the ‘new normal’.”

8. The movement of people and relocation of companies will reshape markets

Our news feeds have been full of stories about high-profile people and companies moving out of California into Texas, as well as the movement of bankers to Florida from New York. If looking at this as a trend, you might imagine seeing increased need and greater attrition among clubs in the California and New York markets and, conversely, excess demand for clubs in markets like Texas and Florida.

According to GGA Manager Alison Corner, it will be important for clubs to understand the movement of people – not just the movement away from major urban centers and into the suburbs, but also the movement of companies and the actual physical locations of corporations – because they may have drastic impacts to how certain club and leisure businesses perform over the next 5 – 10 years.

Clubs that are mindful of these relocation trends will help themselves to recognize and either seize new opportunities, or mitigate future risks.

How to Develop an Enviable (and Profitable) Events Calendar

A thriving events calendar, if delivered well, can propel member satisfaction and loyalty to new levels. But first you need to understand what works, and how to measure event success. We enlisted the help of GGA’s Patrick DeLozier, who has over 14 years’ experience delivering events at some of the top clubs in the country, to explain what clubs need to know.

A thriving events calendar has been a staple at the top clubs I have been fortunate to manage in recent years. Are they hard work? Yes, absolutely. Are they worth it? Without a doubt.

I have witnessed first-hand how events create memorable and meaningful moments in people’s lives, strengthening the bonds they have with a club and enriching relationships with other members.

While a number of events you deliver may not quite achieve this ‘magic’, there is a formula and steps you can take to deliver a compelling events calendar.

Keeping it fresh

The key to delivering outstanding club events lies in not standing still. Inject some creativity and fresh ideas into each and every event. This does not mean needing to stage new events every year, but adding new twists or new dimensions to established, traditional ones.

Sometimes this could be as simple as hosting an event in a different area of your property. Not only does this create a different ambience, it also serves to introduce members to parts of the property they may not normally see, or facilities they may not typically utilize. This is something we would routinely do at Augusta National to great success and satisfaction amongst members.

Timing it right

Simply put, one of the critical things to get right is timing. It can be easy to overlook, but so fundamentally important. Clubs of a certain size will need to communicate with other departments to avoid internal date conflict with other events, but all managers should also be attuned to events happening elsewhere either in the community or beyond.

Sports events, school events or charity fundraising events may all impact your club’s event calendar, so don’t fall into the trap of choosing the wrong date and marketing the event before needing to change. The same can be true of major sporting events such as the Super Bowl or The Ryder Cup. Set dates carefully, then market them with confidence and assurance.

Understanding what works

Fundamentally, you want members to engage with and enjoy the events your club chooses to stage. And when it comes to measuring success, their satisfaction should feature prominently. But events need to be well attended for them to be viable, both from a satisfaction standpoint for members and commercial standpoint for the club.

At the point of conception or planning, it will help to determine what constitutes reasonable participation numbers for particular events. This will provide a sound barometer of success not only for the current year, but future years too. If the popularity of certain events begins to grow, you can begin to unpick the reasons why and use the insights to fuel ideas for new ones.

When it gets to the events themselves, attend. Especially If you are relatively new to the club; it will give you the opportunity to engage with members and see for yourself how the events are received. Although we want to put a measure next to all aspects of an event, sometimes you have to accept some events carry a special aura – which you can only experience by being there.

Beyond the event, there can be a tendency to focus on what’s next, but don’t miss out on the crucial feedback and insights. There should always be a team debrief for those involved in the event delivery. Typically, we would spend 10% of the time on what went well and 90% of the time on how we could improve, with all staff and committee members challenged to come up with new ideas covering all aspects of event delivery.

Externally, send a feedback form to event attendees (do this quickly, so that you collate as many insights from the most members possible while the event is still fresh in their memory). This will enable you to identify areas for future improvement and pick up on any negative feedback (where appropriate).

Bringing it all together

By implementing this defined approach to event delivery, from planning through to evaluation, you will establish a culture of measuring success, defining continuous improvement, and translating this through to the events you choose to stage.

Combine this with a sprinkling of creative flair and you should have the basis for a calendar of thriving, well-attended events.

It may take some time to get there, but the impact on member satisfaction and the bottom line will be more than worth waiting for.

Boosting Your Club’s Brand Through Events

Sustaining a lively events calendar can be challenging – on a practical level, operational level and commercial level. However, even though they may not always pay their way, they are fundamentally important to conveying what your club is, and what it represents. GGA’s Linda Dillenbeck explains why.

Beyond access to an enjoyable round of golf, people join golf and country clubs to socialize with each other and participate in unique experiences. To many, the social aspect of country club life is even more important than the golf, particularly when only one member of the household is an avid player. Whether it is a member/guest golf event, wine tasting dinner, holiday celebration or speaker series, events will build relationships and friendships within the membership that will increase the sense of community throughout the club.

Equally important is the fact that well-planned and thoughtful events will provide the Club the opportunity to enhance its reputation and standing among members. One of the best things that can happen after an event is to have participants telling their friends about the incredible experience, which creates a desire to be part of that experience.

Anyone who has planned an event understands that success doesn’t happen by accident. Rather it requires a combination of creativity, organizational skills, cooperation and, most importantly, a keen attention to detail.

Present Your Brand in a Creative and Consistent Manner

The type of events to include on your club’s social calendar should reflect “who you are” as a Club, but that doesn’t mean they can’t be fun and have a creative theme that sets your event apart from the myriad of options available to private club members.

Creativity does not have to mean expensive. As a private club member I recently spoke with told me, “My favorite event is the Show Up and Shut Up Halloween tournament.

“Everyone comes dressed in costume and on two holes you hit your drive wearing a pumpkin on your head. It’s so different from so many other events in which I play and provides an entire day of fun and entertainment for my guests.”

While a Show Up and Shut Up event might not be in keeping with your brand image, that should not discourage your creativity in developing themes and memorable touches more in keeping with your brand. This might be a badge of honor tee gift (think beyond shirts, hats and golf equipment), a surprise egg with a special present in the annual Easter celebration or a wine not available to the general public presented by the winemaker during a special dinner. Your goal should be to think different, because when you do, your brand and club will become known for its must-attend events.

The Devil is in the Detail

Small details can have a big impact. They can be the difference between a good event and a great event, between memorable and forgettable, or the difference between clearly communicating who you are and being vague and predictable.

Are all names spelled properly on place cards? Are the pins set in spots that will allow for a quick pace of play? Is there an adequate quantity of the proper wine glasses for the tasting? Can your team identify all members by name? Is there adequate signage to direct guests to the proper place within the club? All of these questions and more should be asked and answered before event day.

Events Create Content

Another benefit of a robust event schedule is that is provides fresh content for your club newsletter, social channels and website. To capture the content, a staff member should be assigned the task of taking photos, not only of the members and guests, but of the special details. For example, the place setting for a wine dinner, the line-up of carts or the baskets of treats to be given out during a Halloween event. Pictures are a very effective way to tell your event story so create a wish list of the images you want and need, and take plenty.

To encourage participants active on social media to post about their experience create a hashtag of your event name and include it on invitations, golf carts and tables. This will help to expand your story across all social platforms.

When appropriate, it is beneficial to consider inviting a prominent member of the media to participate in your event. For example, the food writer might be invited to a wine tasting dinner or the business editor could be invited to a speaker series session featuring a noteworthy presenter.

Successful events don’t happen by accident. They require a lot of hard work. But when done properly, events will provide members and their guests with experiences they can’t get anywhere else. When that happens, your brand becomes the talk of the town – and that will deliver prospects to your door.

Community… and How To Build It

A member’s relationship with your club will feel infinitely more connected, more substantial and more emotional if they are part of a community. But how do you create a community at your club? Can you create a community? GGA’s Henry DeLozier has the answers.

It is a genuine sense of community – and the opportunity to be a part of it – that attracts members to a private club.

Members need their club to be a safe place, populated by people with shared lifestyle expectations, and built on experiences that create a feeling of fellowship.

But how does a club create an authentic community?

The foundation of any community is shared values, and for a private club these may be values such as safe haven and healthy lifestyle.

In private clubs today, this culture of common attitudes, interests, and goals cannot be left to chance – it must be facilitated and fostered by the club leadership.

Successful club leaders and managers understand that this requires an intentional plan of action; one which establishes and sustains several key elements within the club’s culture:

Setting the Standard

Clearly stated standards of conduct are essential to establish a shared understanding of the community’s behavioral norms. Members rely upon a common understanding of acceptable – and unacceptable – behavior.

In clubs today, such standards of decorum include dress, usage of technological devices such as mobile phones, and personal conduct. In the main, club members are highly supportive of rules and rule enforcement… for others at least.

How can club leaders effectively implement respected community standards?

  • Engage input from many members when formulating and updating the club’s rules. The more members who participate in establishing the community’s standards, the more widely the standards are supported.
  • Communicate the commonly accepted standards for all to see, question, refine, and accept.
  • Make such standards the backbone of new-member orientation and communicate to existing members that new members are being so informed.

At The Ford Plantation near Savannah, Georgia, the sense of community is a point of pride among club members.

CEO Marc Ray observes, “Everything we do, including our Mission Statement, refers to Ford as a community of “friends and neighbors”. The members, and the staff, genuinely care about each other, and it is a culture that permeates the community.

“We travel together, dine together…and sometimes cry together. There is nothing fake or contrived. It is an ingrained culture that people want to, and get to, belong to. Something bigger than themselves.”

Firm but Fair

Establishing a sense of unity and togetherness is a powerful asset for any club, and this is something that needs to be protected.

From time to time, there will of course be people who do not honor the standards set, and knowing how to address those individuals and the situations that arise is critical to uphold the standards of the community.

How should clubs approach these situations? The best are consistent and firm in the enforcement of community standards with very few exceptions. So too, top clubs enforce their rules evenly regardless of status, tenure or importance.

“If you don’t stand for something, you will fall for anything” is a commonly referenced quote with mixed attribution and, yet, its aptness is clear. Members like to know that their community and its traditions stand for something worthy of their respect and support.

Behind the Curtain

Employees are a vital component of club communities. In many clubs, it is the staff that hold the club together and keep it the safe haven on which members rely.

This is particularly prevalent at Desert Mountain in Carefree, Arizona, as Damon DiOrio, the Club’s CEO, describes, “Establishing a safe, positive, healthy and energized work culture, built on trust and respect for your employees, is the first step in developing a strong and inclusive brand.

“Having a united and caring culture for your team is critical to forging an environment that emanates membership loyalty and a sense of community. As leaders, we can only fulfil the dream of having pride and harmony in our membership by being open, honest, engaging, transparent and authentic.”

The Power of Tradition

A sense of community also relies upon treasured traditions which celebrate friendship, family, and fun. These are key ingredients to a feeling of “belonging”.

Traditional special events and celebrations at many clubs help to crystalize the community’s values.

Take the ‘Big Little Show’ at Westchester Country Club, for instance, where family is the tradition placed front and center every summer with the club’s vibrant talent show.

Events which celebrate patriotism and love of country are other popular examples that serve to bring club members closer together through shared, cherished moments.

Your club could have all of the facilities and amenities in the world, but it is the sense of community – of being a part of something dear to them – that makes members proud and dedicated to their club for generations.

Facilitate and foster the emergence of this community, and it could fast become your club’s strongest asset.

What Works on Social?

The most popular channel may change over time, but the social media momentum continues to grow. For some clubs it can be difficult to know what to post, when and how often. We asked GGA’s Linda Dillenbeck to spell out all things social.

There is not a day that passes that doesn’t have a news report about something posted on a social media channel. Nor does a day pass when you don’t see consumers glued to their devices and feverishly typing the latest content they simply must share.

Whether we like it or not, social media has changed the way consumers communicate and gather information. Today, brands must have a social media presence or they miss the opportunity to reach 78% of the U.S. population who rely on these platforms to connect, gather information and socialize.

Consider these facts from Statistica and the Pew Research Center:

  • 68% of U.S. adults report they are Facebook users. Roughly three-quarters of those users access Facebook daily.
  • Facebook use is relatively common across a range of age groups, with 68% of those in the 50 to 64 age range and nearly half of those 65 and older report they use the site.
  • Over 70% of Instagram users are between the ages of 25-65. The share of users 35-54, a key target for future club prospects, is 30.2%.
  • Twitter has 67,000,000 users in the U.S. Of that number, 46% access the site daily.
  • LinkedIn has approximately 154,000,000 users in the United States, around half of whom are college graduates living in high-income households.
  • Women are nearly three times as likely as men to use Pinterest (42% vs. 15%).

Despite the reach of social media, we often hear the reason clubs are not active on most of these platforms is because they don’t have enough time. Our first recommendation is always this: Find the time.

Your members and prospects are engaging with these platforms on a daily basis, and what they read, see and hear there plays a part in their decision-making. Without any Club presence, you forego this opportunity to engage with their lives and influence them.

Furthermore, a lack of presence can leave you at a competitive disadvantage. In the cases of Instagram and Facebook, these social media platforms will create “unofficial pages” displaying user photos and comments about their experiences. This hands consumers control of your brand message, allowing them to dictate the tone of conversation and could lead to a misrepresentation of your Club in this space.

Channel choice

To select the social sites most appropriate for your Club it helps to understand each platform’s purpose as well as consumer expectations for the type of content they seek.

Facebook users want to be entertained, educated, informed and obtain answers to questions in real time. On Facebook, your posts can be longer and include website links. You can also create events (open or closed) to promote to your members, prospects and wider stakeholders.

Instagram is a platform to share your story through photos and video. When users log onto Instagram, they want to be inspired and surprised by what they see at your Club.

The primary purpose of Twitter is to allow people to share thoughts, opinions, news and events with a large audience. Tweets that generate the most engagement are “how-to” lists, questions and quotes.

Remember, both the nature of the platform and demographic of the users there will dictate that not all are appropriate or impactful for your Club. So be selective, and double up your efforts on which are most fruitful rather than spreading yourself thinly across too many of them.

Crafting your message

The thought of creating content for social sites can be intimidating at first, however, we believe there is plenty of information to share. A few examples include:

  • An individual post of each golf hole with a short description of how to play the hole (that’s 18 or 36 posts).
  • Photos or short videos of your chef preparing signature menu items.
  • Unique and interesting design features found in your clubhouse.
  • Member events and activities. A word of caution here, never post a photo of a member unless they provide permission when the photo is taken.
  • Short golf, swimming or tennis videos offering tips from the professionals on staff.
  • Announcements of staff hires, renovations, special events, etc.
  • Flora and fauna found around the grounds of your Club.

Once you begin posting your content, it is important to monitor the statistics for likes, shares and comments. This information will help you to understand the type of posts generating the most engagement. Once you are equipped with that information, you can focus on how to generate more of the same.

Social media marketing does require time and effort. But once you establish a habit of a monthly or weekly content plan and roll this out you can manage your time investment efficiently, and focus your efforts on establishing a two-way conversation and social identity for your Club. One that, crucially, is consistent with its brand and ethos.

Inspiration

Instagram

Twitter

Facebook

 

This article was authored by GGA Manager and Marketing expert Linda Dillenbeck.

Time to Deliver an Unforgettable Experience

Today, many club members are less inclined to splurge on a new set of clubs and more likely to allocate their time and money to sharing an experience with their friends and family. Not only are experiences ‘trending’, the experience economy is booming.

The economics are simple: people are spending more on doing stuff and less on buying stuff.

Consumers have recognized that sharing experiences with others generates a stronger and longer-lasting sense of happiness than buying a product does; for businesses this requires an approach to services which is more relational than transactional, more qualitative than quantitative.

This shift in demand creates a tremendous opportunity for clubs, because membership clubs are perfectly situated to capitalize on servicing the experiences of their members.

Here are nine tips to help clubs deliver experiences that are unforgettable for members:

1. Be mindful of when the ‘experience’ starts.

In many cases the experience may begin long before members are at the Club, or even before they have become members.

How your members become aware of the experience, the way they register or sign-up for it, the message they receive confirming their registration, a reminder or additional information they may receive about it, the availability of parking on the day, and the ambiance of their arrival at the Club are all contributors to the experience as a whole and the customer’s memory of it.

2. Use technology to create the feeling of a meaningful relationship.

The aim is to establish the sense of a one-to-one relationship between the club and the member, both offline and online, making the member feel known, welcome, and expected.

Understanding of their preferred methods of communication, their drink preferences or dietary restrictions, and, of course, knowledge of their name plays into the experience. Unless you have a superhuman ability to track this information mentally, let technology do the work for you.

3. Great experiences can be simple.

Remember that, in the experience economy, the commodity is happiness.

Experiences need not be expensive, elaborate, comprehensive, or enduring to generate fulfillment for members. Rather they need to be genuine and encourage socialization and relationship-building with others. In fact, research suggests that many consumers see experiences as affordable indulgences rather than major expenditures.

4. Food and Beverage is an easy place to start enhancing experiential offerings.

Members are increasingly interested in food and beverage experiences such as niche-based events for a small, targeted group of members. Examples might include wine tastings, whiskey samplings, trialing cigars, nine-and-dine type of events, or ‘dinner with the chef’ or ‘dinner in the kitchen’.

The key to ensuring these drinking and dining experiences deliver experiential value to members is to focus on facilitating interaction and engagement rather than the food product. In the case of wine and whiskey tasting, the value is not in the consumption of alcohol but rather in the shared experience of trying new things with companions. For ‘dinner with the chef’ the value is tied to the sense of exclusivity, intimate dining, and the feeling of having gotten something ‘extra’.

5. Lifestyle experiences are increasingly important in the experience economy.

Member interests are trending toward a desire for clubs to provide lifestyle experiences as opposed to continually new and upgraded amenities and facilities.

Members are seeking to define themselves by how they live versus what they own and they want customized, unique experiences. In particular, experiences relating to ‘off-site’ outings and excursions, travel and adventure, whole-family experiences, and the Club becoming a ‘home-away-from-home’ are becoming more and more common.

6. Stand out from the pack of local experiences.

Turn to your club’s most recent market research, as well as anecdotal data from fellow managers, to inventory which experiences other clubs around you are offering.

Assess which events are commonly hosted among a variety of competitors, then be bold and take a creative approach by doing something different. If your market is focused on experiences for adults, there may be an opportunity to pioneer an unmatched children’s experience.

7. Know when to cast a wide net.

It’s important to know when to focus on a niche group (for optimal satisfaction) versus a broad group (for maximal attendance). When trialing something new or adventurous for the operations team, cultivate experiences that: (a) draw from multiple sources of revenue such as admission or registration fees, food and beverage sales, transportation costs, or ancillary dues/fees (if it’s related to a club-within-the-club), and (b) appeal to multiple demographic segments such as adults, families, teens, and young-professionals.

8. Track, monitor, and evaluate experience metrics.

Key metrics which clubs should be tracking to make informed assessments regarding the experiences they offer include:

  • Satisfaction with the experience
  • Willingness to recommend the experience to others (Net Promoter Score)
  • Utilization or attendance
  • Value-for-money perceptions

Most of these can be tracked through member surveys, rolling Net Promoter Score surveys, spot polls, automated follow-up surveys, or through web analytics regarding which marketing emails or event promotions were most clicked, most shared, or generated the most conversion to attendance.

The goal here is to track metrics consistently over time and across experiences in order to compare performance and effectiveness.

9. Embrace that what qualifies as ‘unforgettable’ varies from member to member, but recognize that what constitutes ‘unforgettable’ remains the same.

We all want our experiences to be unique. However, behavioral scientists are suggesting that consumers are less likely to compare experiential purchases than they are material products. If the commodity is happiness, the happiness one member receives from a certain experience does not diminish because another member was happy with their separate experience.

This means that a golf trip to St. Andrews may be as rewarding an experience for one member as attending a 70’s themed father-daughter dance might be for another. In each case the object of happiness is different, however the happiness they experienced and shared with others – and are now sharing with one another – is the same.

This article was authored by GGA Manager and Member Satisfaction expert Bennett DeLozier.

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