Ideas on the back of a napkin

In the last scene of the series The West Wing, President Bartlet is shown flying home after ending his government service. He reaches down to pull out one of the many mementos received through the years. It is a framed cocktail napkin, with the written words: Bartlet for America. This was a gift from best friend Leo McGarry, who had recently passed away. This napkin played a part in his decision to run for office. It therefore carried a very special meaning throughout his years of service.

Cocktail napkins are famous for capturing and transforming ideas. As people sit around and brainstorm a situation over a meal, someone always seems to reach for a napkin, to capture the thoughts tossed about before they slip through the air. Over the years I have seen countless napkins used to capture what people hope will be the next grand idea or solution to their dilemma. Throughout my career, I have used many a napkin for the same reasons. The napkin is the legal pad when there is an out of office sign on the door. Napkins are handy, available, and right there, within an arm’s reach. Capturing the next thought is essential, and many solid ideas have been carried forward from a napkin. Businesses have been created from ideas written on the back of a napkin.

This In My Opinion post is about your team, the power of contribution, and the idea of having everyone play a role in the club’s success. This post will also provide thoughts on recognizing staff for their input. It will touch on ideas, creativity, and service, and the rewards important to building bigger and greater far-reaching results in the future. Here are my three thoughts:

Having every team member contribute ideas is a way to build both culture and success. It is important to have team members want to contribute beyond their specific roles. Who knows the job better than the person doing the job? Because they are in the trenches, they hear both the good and the not-so-great comments from members. Asking every staff member to contribute thoughts and ideas is a way to get behind the curtain of every position. When staff members contribute ideas, they become more interested, excited, and focused on the bigger picture. When you begin using their ideas, they will pay ever more attention to the business as a whole. Ask for ideas, and then do not stop. *The reward: a framed cocktail napkin signed by you…plus a check.

Asking team members to provide ideas beyond their role is asking for creative thought. Here you might begin with a small number of staff. Ask them to take a thorough look at the club’s social media, website, and your promotional materials. Allow them to critique the work and offer ideas. If you like what you hear, expand the offer to more of the team. It is known that many staff members will not speak up or offer their thoughts unless asked. It is important to ask. *The reward: a small pack of crayons…and a check.

Smart operators strive to provide solid service to their members and guests. Service is a serious differentiator. It is what separates the best clubs from those driven by price. Ask every team member to change or add something to their job description regarding service. How do they see their role? How would they create the job description from scratch? Here again, there can be ideas and details coming from those doing the job. The job holder knows their role. They understand the things that happen over a “standard” day, a day with an event, or with something else unique to the calendar. Driving great service is your goal. If every staff member contributes to that improvement, what are the odds you will see better results? Here consider creating a quarterly service award. *The reward: a framed cocktail napkin with a smiling face caricature signed by you…and a check.

Employees like to receive recognition, and that can mean receiving an honor in front of their peers. They will likely spend the check quickly while cherishing the award forever! Never underestimate the power of recognition in improving the culture.

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Jack Dillon writes the In My Opinion post. Jack is a consultant, speaker, and strategist to the golf industry. Jack has a FREE offer. He will provide a FREE 30-minute Zoom meeting to talk about your golf shop operation OR service strategy with you or staff members. Go to www.youdontknowjackd.com to set up your calendar date. You can also reach Jack at 407-973-6136. He lives in Orlando.