Club Etiquette

No doubt when you joined the Club, you did your own due diligence to determine whether it fit yours and your families needs, albeit needs can and often do change. However, there are certain things that most all people want, regardless of your position in the community, your wealth or status. Not in any order of importance these likely include activities to involve the family, privacy, quality of life enhancements, above standard facilities and services, image in the community, personalized relationship with staff and exceptional quality of goods. In many cases, prospective members also look carefully at the image, integrity and traditions of a club as well as the staff that are providing the primary services including chef, golf professional, greens superintendent and club manager.

A colleague and friend, Bill Hilbreth, Manager of the prestigious Dallas Country Club recently commented to me that our society has become egalitarian in nature. While Bill was referring to the difficulty of hiring and keeping good staff people in the service industry, it occurred to me that to some extent, it also identifies some of the problems associated with members. Rightfully, we want and expect a high quality standard met each and every time we visit the Club.

Without intent to classify or generalize, members fall into the category of having had money and it's trappings forever, and those that have recently acquired wealth and the ability to enjoy the finer things of life, including club membership. The difference between them is sometimes the expectation and/or the tolerance levels for service and quality. The former often are more understanding of the occasional service mishap, while the latter often cannot wait to tell the world about how flawed the operation is at "their" club. The result however, can have catastrophic and very real ramifications to the image, prestige and value of the membership.
 

No doubt both have similar expectations, as they should have. It's what private club membership should be all about; consistency, quality and uniformity, all with a personal flair not available at the daily fee course or the public restaurant.

The best thing that a member can do if they are unhappy with service, quality or procedures is to voice their concerns to the management of the Club. Be concise and direct without assassinating the character of the individuals involved in the breach. If possible, put your complaint or suggestion in writing. Copy the Board. If things do not improve after a reasonable period, request a meeting with the Board. Discuss the issues that concern you and seek an understanding of either the resolve or the problems in reaching a resolve. Sometimes there are circumstances that, when understood, at least make the situation easier to deal with. If there is no solution to your situation available and the explanation of why does not satisfy you, there would seem to be but one choice, find a club that can fulfill your expectations. It does the member no good, indeed it probably causes tangible harm to tell the world how bad things are at the Club. When enough bad public relations is present in a community, its not long before membership values are diminished. No matter what the problem, do not, under any circumstances, berate, chastise or attempt to discipline a staff member. Notify management immediately. Maintain your composure and let the management system work for you, as it should. Loosing your "cool" only adds fuel to the situation and ultimately reflects as poorly on you as did the cause of the original complaint.

While current labor market issues seriously effect the Club's service staff turnover and their ability to provide consistent and uniform service, the member's expectations should not waiver. Expect the best and let the management staff know when something less is being delivered.

If you have any questions, please email us at