How Achieving “Favorite Place Status” Drove $20 Million Club Improvement Project
In 2014, Country Club of New Canaan surveyed its members, which exposed opportunities for growth in upgrading facilities, programs and services. They then developed a club improvement master plan to upgrade their facilities; but, there was a problem. Over the years, the Club’s membership had not been very happy with their experiences in a la…
Not All Membership Surveys Are Equal A McMahon Group Survey vs. an In-House Survey
Recently, we have seen an increase in clubs conducting in-house member surveys. This is due to the availability of survey tools online and embedded in club software. When McMahon Group begins a survey assignment, the club often provides us with their last in-house survey results. More often than not, the results are based on low…
Where to Dine? The Importance of Factors in the Decision Process
When dining out for the evening, what drives the decision process on where to go? Over the past year, McMahon Group surveyed over 2,200 private club members across the country to understand this thought process. We asked members to rate the importance of various factors when they are deciding where to go, whether it is…
Surveys & Strategic Plans Go Hand-in-Hand in Driving Success
The strategic planning process for any club should be a major event for any board undertaking it. Club strategic planning should never be done by anyone other than the board itself and the general manager as a partnership. This planning should be a joint effort to truly understand what a club’s true mission of service…
Get Managers & Members on the Same Menu
Why do 71% of club managers say their club’s dining offering is one of their members’ favorite places to dine, when only 40% of members actually agree with them? Why the disconnect? Is it possibly because of the old adage, “No news is good news”? Or, are managers not asking all members for feedback? Yes,…
A Membership Survey – The Essential First Step
Whether it is developing a long-range strategic plan, attracting new members, retaining existing ones or gaining approval for a major facility project, the best first step is always a membership survey. While it may be expedient to conduct a survey in-house, using an off-the-shelf online survey product, such an approach may cause more problems than…
Dramatic Increase in “Very Satisfied” Club Members Over Last Five Years
All types of businesses are always looking for ways to improve satisfaction among customers, whether it’s a hotel chain or the fast food joint down the street. Time and time again, we have found that it all revolves around building the “very satisfied” in your customer base, or with clubs, your membership. Once clubs achieve…
The REAL Secret to Club Success
After serving almost 2,000 private clubs of all types and sizes, the one thing we have learned is that clubs must deliver the highest satisfaction with the offerings most important to members. The problem, however, is most boards and managers don’t really know what is most important to their members. Sure, we assume golf is…
The McMahon Group Mini-Survey™
Tom Strutz Not all surveys are the same and McMahon Group offers a variety of them. Our most common is a comprehensive membership survey that our clients undertake every three to five years. It typically addresses in-depth strategic and long-range planning issues while testing member satisfaction with all aspects of a club’s existing facilities, operations and services.Another is a facility opinion survey. This…
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