CMAA 2001 World Conference Survey Responses

What is the age of your club? 
Average age 69 years

Does your club generate revenues above $6 million?
60% 
between $4 and $6?  
30%
less than $4million?
10% 

How many members do you have?
400 to 7200

What are the top two reasons people want to join your club?
Quality of club/ golf/ reputation/ food/ location/ price/ prestige/ family activities/

Do you compete with other clubs in your area to get new members? 
50% yes 
If so, how many?
2 to 12

Do you currently have a waiting list to join?
60% yes
If so how long? 2 to 10 years 
If not, have you ever had a waiting list in the history of your club?
20% yes

Have you seen the demands of your members increasing? 
90% yes  If so, in what areas?

Dining/ fitness/ higher quality expectation/ service 
Over what period of time?
Last year 20% 
Last 3 years 80% 
Last 5 years N/A

Are you currently meeting the needs of your members expectations? 
80% yes

How do you know if you are not?
They tell you/ member survey/ comments received/poor participation

Do your members receive a survey evaluating their club? 
40%  
If so, how often?
1 to 5 years  
What percentage of your membership responds?
40% to 85%

Do your employees have a direct effect on your members satisfaction?
100%
If so, how?

Service/ consistency/ quality/ attitude/ they deliver the magic/ we spend a lot of training in all areas. 

Have you seen the demands of you employees increasing?
90% yes   
If so, in what ways?
Low unemployment–will leave if work is too hard/recognition/ salary/ benefits/ more training/  we ask them to leave/ management attitude is changing knowing that quality employees don't grow on trees

Do you consider your employee turnover to be in the low, middle or high range?
40% low
40% middle
20% high

Do you know the reason why employees leave your club?
90% yes
What are the top three reasons given?
Move/ more money/ career change/ don't like the hours/ want more hours

Do your employees feel appreciated?
100% yes
What is your club doing currently to focus on appreciation of your employees work?
Acknowledge good work/ parties/ education/ rewards/ contests/ family trip to amusement park/ annual employee awards/ daily praise for jobs well done/ more money

Do you have an employee review process?
100% actual or in process
Do your employees have the benefit of reviewing the management staf
20% yes  
If so, how is this achieved?
Annual review/ open door policy

Susan Clarke is the author The Secrets of Service: The Story of Making Your Customers Feel Good About Spending Their Money.  Written in novel form, it is designed to help develop your customer service skills and strengths.  In addition, Susan is a contributing author to the Hospitality Master Series which just released, “50 Proven Ways to Build Restaurant Sales and Profits," 50 Proven Ways to Build More Profitable Menus", and "50 Proven Ways to Enhance Guest Service.”  

  You can reach Susan at:  

Susan Clarke
6549 Mission Gorge Rd., #159
San Diego, CA 92120
888-We-Motivate (888-936-6848)
619-224-0906
Fax: 888-445-5193 or 619-224-0902

Susan@MotivateU.com http://www.motivateu.com

Susan Clarke, CPBA, CPVA
Certified Behavior and Values Analyst
6549 Mission Gorge Rd. #159
San Diego, CA  92120
Ph 888 We Motivate (888-936-6848) or 619-224-0906
www.MotivateU.com E-mail Susan@MotivateU.com