Day One

That first day is the day. That day we are excited for a change. That day we begin something new, different than any other day. We anticipate a day filled with excitement, new people, and new experiences. Many times, however, because people are busy, zoned in on that day’s to-do list, our day shrinks in size. That first day, if it is your day, is extra special to you. It should be made to feel different than any other. For the past several weeks, I have been thinking a great deal about onboarding and the process built for bringing new people onto a team. Onboarding is a topic focused generally on those starting a new job, maybe even a new role within the same organization. Today, however, this In My Opinion post will expand the theme. In this post, I will discuss Day One as it relates to three experiences: as a new hire, the first day as a new member, and the very first round of golf for a new golfer.

The world is so very different than it was in 2019. In this industry alone, you have fewer options for staffing up, more people than ever swinging the club, and so much more of everything except enthusiasm. This feels like the time to get the mojo back. Time to hire the “fun” people, the enthusiastic men and women who love where they work, who love what they do, and who look to add their particular magic to the service experience. These are different times. The time to build the hospitality you might expect when you spend your entertainment dollars. If there is less talent, and fewer people looking for work, then it is time to build a better program, beginning Day One for every new hire, and then every new customer. Here are my opinions on Day One for the new staff member, the new member, and the very new golfer.

Not sure I want this job: This might be the thinking for more than half of the new team members walking into the clubhouse on that first day. Many of us felt this way, I believe, especially when we were young. That first day for a new staff member requires leadership attention, time, and care, with a plan including an enthusiastic welcome. Beginning with the leader, every staff member should be made aware a new person is coming aboard. There should be a plan, and a team advocate, responsible for the welcoming process. On this day, it is important to bring that person into the group, into your story. The more they feel like an outsider, the less likely they are to stick around. Many people today have a choice of jobs, either A or B. Do all you can to make that other choice disappear forever. The new employee has high expectations for their first day. Do all you can to make it an important day for the club. It will certainly be a memorable day. Make it memorable for all the right reasons.

This new member is looking forward to the membership experience: It is important to know when your new member will be on property for their first visit. A plan can be set up where the new member meets with the leader, the head golf professional, the food & beverage manager, and anyone else vital to the member experience at your property. This first day should be easy, a light day. Maybe the new member plays nine or even 18. It would be great if the head golf professional played along, at least for a few holes. Being available and prepared to answer questions and being ready to showcase the full benefits of membership are nice introductions to this new world. With waiting lists and higher initiation fees at many private clubs, any special service add-ons will mean a great deal as the member keeps score, beyond the card, on the value of membership. Day One may not be the deal breaker it is for the new employee; it can, however, set the tone for how your new member will spend time and money over the season.

That first round of golf can be special or something far less: As the new golfer descends on your property, they are anxious to give the game a try. There are many ways to enter the game of golf. Most take the shortcut, with little or no instruction, no understanding of the rules or standards of etiquette. They just want to play. Here is where the golf operations team enters the scene. Whether on the website, the bag drop, or with questions inside the golf shop, the ops team should ascertain which players are new to the game or simply new to the property. From there, the team can provide the information necessary for a great experience. Yes, golf is hard. Yes, it is frustrating. Beyond the final score, your guests should know the standards for the game as well as local expectations. It is not fair to blame any new golfer for what they don’t know. Take ownership of the experience, especially for those new to the game on your property. The better they feel about their day, the more they might come back. They may even bring three friends.

No matter the situation, it is important to bring your unique assets to any experience. Bring the secret sauce of your property to the new employee, the new member, and the new golfer. Day One is important. As the leader, you can make it feel extra special. It is about differentiation. It is about a Day One Attitude.

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Jack Dillon writes the In My Opinion posts. Jack is also a speaker, consultant, and strategist who can help you build a better team, a better club in 2024. Reach out to schedule a Zoom today. Find Jack at www.youdontknowjackd.com. Jack lives in Orlando.