- The Empathy that your staff projects to the customer's desired experience.
- The First Impression that the customer has of your facility - both visual and emotional.
- The Anticipation and fulfillment of customer's needs.
- This entry will look at the Language and Tone of your brand.
- Hiring to this Culture to create a memorable team
|Fountain Head Country Club|
- Kate Zabriskie
3. Positive attitude
4. Passion to be the best
1. A passion for taking care of customers.
The cliche is that - the chain is only as good as its weakest link. It only takes one inappropriate exchange or action to ruin an experience and defeat all other purposes. Other than the brand and the missed opportunity, the team aspect is what is most affected by the bad apple and that is why a 90 day probationary period that allows without any penalty an assessment of the cohesion with the existing staff is actually best for both parties.
In 2009 I interviewed Phil Owenby who had built the Kinloch experience into an industry adage for service, this is what he replied when asked about his success at building a great culture:
"The Kinloch Experience is all about our team, their attitude and their passion. Every member of our staff has a passion for excellence, enjoys being associated with the golf hospitality business and wants to be a part of the experience. It is about creating relationships with members and guests that creates an atmosphere of camaraderie and friendship. I go back to the four points of service including attitude, anticipation, presentation and teamwork that we continually impress on each other daily. It is truly contagious if you impart a positive, genuine attitude with anticipation of needs and desires while showing a neat, clean and inviting presentation surrounded with great teamwork. I do agree that any facility can benefit individually and collectively from this strategy of enhancing the experience. The Kinloch Experience is our brand that we continually develop and improve through the ideas and performance of our staff members. Our facilities, systems and service all improve through a constant desire to get better at our business model."
Specific actions to improve the hiring process: