Thursday, March 10, 2011

Pop Quiz

Have you ever seen the movie “Speed”?  In it, Dennis Hopper plays a deranged villain who plants a bomb on a bus that if it isn’t saved in time by hero, Keanu Reaves, it blows up killing everyone on it.  


Sound familiar?  

Can you imagine Dennis Hopper calling your Assistant Pro turned GM/Head Pro/Restaurant Manger after seeing your clubs spreadsheet on the lowest 10% spending members?

“Pop quiz Hot Shot, you have members who are about to quit the club.  Once they quit eating your over-priced, yet under-sized food and hardly ever tee it up any more, they will leave.  What do you do?  WHAT DO YOU DO?

How is your club going to handle the “10% bottom-spender” bomb and more importantly, why haven’t they addressed it yet?

Wouldn’t it be nice to find out what’s going on with them, since they hardly ever come to the club, yet continue to pay?



  • Did they have a dispute with an employee that remains unresolved?
  • Are they working longer hours?
  •  Are they dissatisfied with the lack of events or service you consistently don’t offer?
  • Did they get injured and are unaware you offer “medical leave”?
  • Were they getting heat from their wives for playing too much and wish you had more family friendly activities like XYZ Country Club across town?

You’ll never know the answer to any of these questions unless you ask.  Ignoring your bottom 10% will not make them miraculously start using the club more.  More likely, they’ll simply quit and no one will notice they are gone.

It is amazing to hear the number of meetings and time owners/board members spend inefficiently gaining new members?  If you are barely keeping your current members happy, what makes you think new people will be?

Pop quiz:  Does anyone know the answer to what you are supposed to do when you find yourself in a hole? (Hint: It has nothing to do with burying yourself in it hoping the economy improves).

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