Anticipating Member Needs
How to Determine What Your Members WantRead More
Here, we take on a few of the questions we hear when visiting clubs around the country.
Got a question? Email us!
Q: Can we really afford to pay that much attention to the “back of the house?”
A: You can’t afford not to. World-class service starts with world-class employees.
Clubs sometimes struggle with how much time and money to put into the areas of the club unseen by members — those used solely by staff. We won’t call out this offender, for whom this has passed as an employee breakroom, but they’re not alone — especially among older clubs that may have paid inadequate attention to work areas in decades past. The benefits of useful, positive and productive spaces for employees:
Q: We’re considering a local interior designer — one of our members — to take the lead on a redesign at our club. What are the pros and cons?
A: Good question. It can be tricky — here’s our advice…
Let’s start with the pros of using a club-seasoned interior designer:
A local interior designer will certainly know the personality of the club and community. And as a member, knows other committee and board members and may have an easy time gaining their support and buy-in. Quite honestly, the challenge we find most is the lack of real club experience. Our advice if you’re set on using the local designer for stylistic or even political reasons: let a professional club designer work with your local designer. Positive collaboration can net the best of both worlds — member access, local flavor, political favor, together with the experience critical to ensuring your club will stand the test of time.
What we don’t recommend, to be frank: hiring a team of designers — because they’re members — from multiple design practices. That can quickly become an exercise in herding the proverbial cats — opinionated cats with very different design styles!