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How To
are and where we want to go. The more we can measure, the better we can manage!
Really
For the purposes of simplicity, let’s look at the four important areas that require constant evaluation: defining success, customer/ member satisfaction, employee satisfaction, and most importantly, business results.
Measure
HOW DO YOU DEFINE SUCCESS?
Golf Club A, a private, family- owned local golf club, only measures success by a better bottom line. Golf Club B, a private- members club, measures success by breaking even, adding to the Cap X fund, and member access to the first tee. Golf Club C, a resort golf club with a residential component, measures success simply by home sales, so operating a bistro in the winter might lose lots of money, but it eventually pays for itself with one single lot sale. And finally, Golf Club D, a municipal taxpayer- funded golf course, measures success when there are no picket signs at the front gate demanding the golf course become a dog park.
Each facility may have their own vision of what success looks like, and it is the pursuit of our own vision that provides an opportunity for us to differentiate our course from our competitors.
Success
necessary for improvement. We can’t fix something if we don’t know that it is broken. We also can’t improve something if we are never asking ourselves (and our staff), how can we make that better?
Many courses do a great job measuring revenues and expenses. However, the best courses measure everything possible, such as member satisfaction, employee satisfaction, total revenue per round of golf, cost of maintenance per acre and many, many other factors. More importantly, they look at everything thru a lens with a critical eye, thinking “yes we have a great hot dog, but how can we deliver the BEST hot dog in the industry”. In our business, with so many different facets, there is no shortage of things that we need to measure to best understand where we
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