High Fives

EXCELLENCE

May 21, 2017
By Jack Dillon

When you see that word, what does it mean to you?  What business or businesses hit your mind when you read the word excellence?  As we enter the heart of the golf season, it is time to look at where you are, how your people are doing, and how close your club might be to being identified as excellent?  As it relates to a golf property, what would you says the excellence traits are?  What blows you away when you play other clubs during the year.  Having golfers call their experience at your club excellent is a great watershed moment.  It shows the hard wor

FLOURISH OR FLOUNDER

April 23, 2017
By Jack Dillon

People make the business go, at least until the robots take over.  The hiring and development of a staff is not only one of your most important roles, but a very time-consuming one.  It seems as if people are always coming and going, with you right in the middle.  Having a solid team is one way to operate a strong facility, one that generates loyalty and profits.  So how can we build and keep a team of talent that will be all in as we work to replicate a service standard your golfers will love.  I believe it is about three things: being a great employer on their first day, providin

YOUR GREAT SERVICE OPPORTUNITY

April 2, 2017
By Jack Dillon

There is a saying that goes: "people do not care how much you know until they know how much you care."  That is never as true as it is in the workplace.  Employees (I will call them that here, but I usually just call them people) are hired to do a specific function or role.  In our business, they probably have a college education, or are on their way to one.  They come to you looking to earn a paycheck, maybe start a career in the game or in F & B.  Most of all I bet they are excited.  There are two great days for employees, the day you make that call to invite them to join you, and the

GUYS LIKE US.........

March 12, 2017
By Jack Dillon

There is an old song by the title: "Those Were The Days."  In the song there is a line that sings: "guys like us, we had it made.....those were the days."  It is a old song about the good ole' days, as many older folks tend to assemble in their minds.  As it relates to golf, there were some good ole' days, and I remember them well.  Golf in the US caught several tail winds beginning after WW II.  Because we were just about the only nation building things, jobs were aplenty, television and Arnie showed up together, and people wanted to play.  There were not too many courses then, or golf bra

FUN, FUN, FUN

January 15, 2017
By Jack Dillon

As we begin a brand new year with new budgets, new round and revenue goals and the plan to exceed all of the above, let's also keep an eye on another very key attribute: fun!  Yes, the golf property is a business and you must make the business work for the owners, especially if the owner is you.  I am here to be that other voice in your ear, the one that says: " golf is a game that people come to play for the enjoyment, the competition, the fun."  We should never allow this ideal to stray too far from the business day.  There is no doubt that I believe the golf course prov

THANK YOU

December 28, 2016
By Jack Dillon

Another year is coming to a close.  The year in golf has been a noisy one and a tough one for many.  When anyone loses a job, I think of how it might have been avoided.  Most forest fires begin very small, and we miss the signs of what is ahead.  That also holds true for organizations that get into trouble.  The issues generally begin small, and away from the everyday grind.  One day, the numbers fall a bit short and all begin to panic and move to the other extreme.  Finally, decisions are made by management that may cost many jobs, and therefore put families into crisis.  I believe jobs sh

IT'S THE NEXT LINE......

December 11, 2016
By Jack Dillon

One of the best TV shows of the 1980's was Cheers.  It was the story about a bar, its owner, staff, and patrons.  The theme song for the show was one of the best.  The famous line of the song is: "where everybody knows your name."  However, the next line is the subject for this post.  We are a service economy, and have owned this title for many years.  With all of the service jobs and service training, it seems we just cannot get service right....the way customers expect it should be.  That next line: "and they're always glad you came" tells of a staff that cares about the patrons and alway

A SERVICE CRISIS?

November 20, 2016
By Jack Dillon

We have been told that we are A SERVICE ECONOMY.  When you go out shopping, does the store you are in feel like it is part of this economy?  Service feels poor or at best less than adequate to me, no matter where I shop.  This post is about service....and how to set up your shop to give very real, personal, grand service.  First I believe service is a management issue! I do not blame the folks on the floor for their lack of passion, their lack of knowledge or their poor attitude.  I blame leadership.  Managers need to set and create the standard, and then hold peop

SALES CURE MANY SINS

October 30, 2016
By Jack Dillon

Business today is so much about trial and error.  We seem to spend so much of the day in the dark. To move beyond the dark, serve up a sales program that works. As the team moves to grow rounds, members and more, what have you done to create a complete plan around the selling process?  Have you built a program for the entire team to encourage sales, to build upselling, and to measure the actions of all team members?  It is truly important that all staff members know they are responsible for sales.  We don't need to identify the role as a salesperson (as so many people do not like t

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