Satisfaction on and off the golf course

The word “satisfaction” has different meanings depending on the usage and the situation. During my school career, it meant we narrowly passed a subject, barely moving up to the next grade level. On a restaurant wall, a sign proclaiming satisfaction means it is OK to grab a quick meal there. In music (my opinion), it is the title of the greatest Rock & Roll song ever! The song cut by The Rolling Stones in the mid-1960s is a masterpiece of lyrics and sound. Finally, satisfaction sets a reminder that creating and building relationships with your staff is a key notion in cementing warm hospitality for golfers while being a great place to hang out and play eighteen. Your people want to have this feeling of satisfaction for their leadership, work, and pay plan.

This In My Opinion post will provide three thoughts about building on the culture and relationships with your staff. With a new year and new season at hand, keeping good people should be a paramount thought on the minds of all property leaders. As more people retire, finding and retaining the best staff members can almost feel like a full-time gig, with the added pressure of budgeting up to keep the best in the fold. It should not be an also-ran thought at a time when talent has an ever larger say in where and how they work. Here are my three thoughts:

Do a thorough job assessing each individual on your team. Before you can decide on how to pay people in 2025, isn’t it essential to understand the strengths and weaknesses of every member? Who is solid and who needs more and more guidance? In addition, it is a good idea to find out who may be planning to move on. Honesty brings forth honesty.

Once you understand the strengths of your team, it is a good idea to make certain the Grade A players are being paid well. Now, before opening day, it is essential to have your best people as satisfied as possible. While there are no long-term guarantees, doing all you can for the key members of your team is a good idea. If people are planning to leave, it is important to know it and then plan accordingly. There is nothing worse than scrambling to find talent when the music has stopped, and the chairs are all occupied.

Now that the roster is set at the top, your work is truly about communications. Every day is different. People’s lives are dynamic, always in flux, always in need of something. As you and your managers build out the service plan for 2025, one thing should remain top of mind: developing strong relationships with every individual on the team. Leave no one behind. Leave no stone untouched. Surprises help no service organization, and lapsing on staying connected can lead to pretty damaging surprises. Check in often. Within staff meetings as well as one-on-one sessions, connect on the simple things, the everyday things, those things important to your people.

Business is personal. Hospitality is all about being personal. When we feel good, we present a happy person. Satisfaction plays a real part in helping staff feel good about their work and where they get to do that work. Things change. People can move up and down. As a leader, it is important to know that besides all of the vital daily tasks caring for people, including your managers, should be at the top of the charts. When people are satisfied they get up, show up, and often bring their best self forward. Take the off-season to build your plan. Then spend every day thereafter to make certain that plan, like a long-distance flight, remains on course.

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Jack Dillon writes the In My Opinion post. Jack is a long-time golf expert. Today he is a consultant, speaker, and author. He helps properties and their people find better ways to grow. Jack is available for a FREE Zoom to learn about you and your club. Go to www.youdontknowjackd.com. You can also call Jack at 407-973-6136. Jack lives in Orlando. Happy 2025!