Employee Satisfaction Surveys – An Essential Tool for Clubs of the Future


“You can design, create and build the most wonderful places in the world, but it takes people to make the dreams a reality.”

– Walt Disney

Industry legends knew their businesses depended upon happy and empowered employees to be successful. Asking your employees if they are happy and empowered is the first step in building your club’s success.

Are the following statements true at your club?

  • Finding and hiring frontline staff is a constant struggle
  • Good employees are nowhere to be found
  • Very few new hires have relevant experience
  • Our frontline staff is very transient
  • Our employees are not as engaged as they should be
  • Our staff seems self-absorbed: It appears they do not really care about the club

If any of the above statements are true, then understanding WHY is the first step in turning them around.

“Take care of your employees and they will take care of your customers.”

– J. Willard Marriott

McMahon Group feels there is a great opportunity for club boards and management to learn what their employees really think and feel about their club as a place to work and thrive. By asking employees the right questions, THEIR answers will draw a roadmap that will lead to:

  • Hiring the right fit for the right role and job
  • Employees understanding club’s values and culture
  • Higher employee morale, commitment and satisfaction
  • Better understanding of club goals, enhancing productivity
  • Better internal teamwork and communication
  • Improved employee focus on member services, sales, quality and efficiencies
  • Ensuring employees can grow and prosper through professional development
  • Enhanced overall member experience
  • Club is an “Employer of Choice” in the community
  • Lower employee turnover
  • Increased member recruitment and retention

Clubs can’t get their member experiences right until they get their employees’ experiences right!

“Train people well enough so they can leave, treat them well enough so they don’t want to.”

– Richard Branson

McMahon Group will provide your club with an Employee Satisfaction Survey, the results of the survey and an Executive Summary. We are also available to work with your club’s management team to interpret the data to create a Human Resource Strategic Plan. This plan will articulate your club’s human resource mission, vision and goals. It will also identify action plans focused on growing your club’s human capital, focused on enhancing your members’ experiences. For more information or to schedule an Employee Satisfaction Survey at your club, call us at 314.744.5040.

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About Bill McMahon, Sr. AIA, OAA

Bill is a strategic, financial and architectural planning consultant to clubs throughout North America. He established McMahon Group in 1983 as an affiliate of the family architectural firm his grandfather founded in 1906. Over the ensuing years, the firm has expanded its club consulting services beyond clubhouse improvement planning to a full range of services for all aspects of private club challenges. To date, the firm has assisted more than 2,000 private clubs across the United States, Canada, Asia, Europe and the Caribbean. McMahon Group provides a unique approach to developing club facility projects first establishing design and financial feasibility so membership approval is achieved. Thereafter final design and construction firms are selected to build the member approved project.

Mr. McMahon is unique among club consultants in providing an integrated strategic, financial and architectural approach to solving club problems. His personal involvement with his own clubs in St. Louis (serving in the roles of president, board member and committee member) has allowed him to bring unparalleled experience to each client. Mr. McMahon’s club memberships have included Bellerive Country Club (St. Louis), Racquet Club Ladue (St. Louis), University Club of St. Louis, Spring Lake Yacht Club (Michigan) and the Royal Yacht Club of Tasmania.

Mr. McMahon is a graduate of Washington University School of Architecture in St. Louis and holds architecture licenses in 44 U.S. states and in Ontario, Canada. He is a featured author in industry publications and a featured speaker at the annual conferences of the Club Managers Association of America, the Canadian Society of Club Managers, the National Club Association and the Hospitality, Financial and Technology Professionals. He serves as a visiting lecturer at continuing education sessions offered by regional CMAA chapters and at Michigan State University. Bill is a co-author of McMahon Club Trends®, the comprehensive research reports on strategic issues facing private clubs published with the National Club Association. He is also founder of the Excellence in Club Management Award.

Mr. McMahon is a member of the American Institute of Architects, and the National Club Association. He is a former president of the Missouri Council of Architects, AIA and has served on various charitable boards in the St. Louis area.

More articles by Bill McMahon, Sr. AIA, OAA