Creating & Sustaining Your Club Culturewww.brentdarden.com

Make time to work on the business not just in the business.

cul!ture noun \!kəl-chər\: the beliefs, customs, arts, etc., of a particular society, group, place, or time

: a particular society that has its own beliefs, ways of life, art, etc.

: a way of thinking, behaving, or working that exists in a place or organization (such as a business)

Club Culture Should Be A Priority!

All organizations are perfectly aligned to get the results they are currently getting!

Define Your Desired Destination!

“The loftier the building, the deeper must the foundation be laid.”

- Thomas Kempis

Creating Club Culture:

Identify It

Brand It

Commit To It

Communicate It

Adopting a “value discipline” and then aligning the efforts of the organization to support and focus on it has proven to be key for most successful businesses.

- Good to Great, Jim Collins

Company Vision

Company Values

Departmental Priorities

Company Mission

Strategic Goals

Business Practices & Procedures

Master Plan:

VISION

Share Your Company’s Story...Why?...How?

Organizations can’t LIVE the mission of the company if they don’t KNOW the mission of the company.

Mission:

Core values are essential for enduring greatness, but it doesn't

seem to matter what those core values are. The point is not what core values you have, but that you

have core values at all, that you know what they are, that you build them explicitly into the organization, and that you preserve them over time.

Confirming Core Values:

TELOS - Customer Service, Credibility, Collaboration, Professionalism, Positive Attitude

Cooper Institute - Integrity, Respect, Teamwork, Leadership, Knowledge, Excellence

Meeting Planners International - Evolve, Re-Imagine, Elevate, Build

Southwest Airlines - Trust, Honesty, Respect, Integrity and Commitment

Interstate Battery - Deliver Value, Develop People, Deposit Positive Net Cash, Demonstrate Area Expertise, Display Commitment to Enterprise Success

Example Core Values:

Core Values:

Community:Happiness:Accountability:Passion:Teamwork:Excellence:Respect:Service:

CHANGE:Cultural and

Operating PracticesSpecific Goals and

Strategies

PRESERVE:Vision, Mission and

Values

From Good to Great & Built to Last

Creating Club Culture:

Recruit It

Teach It

Engaged employees care about the future of the company and are willing to invest

discretionary effort!

Engaged Employees Live Company Values

Zombie employees are disengaged, stumble through their jobs, lower

morale, and destroy club culture.

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Corporate Culture:

The on-boarding experience of new team members is a critical step.

Cultivate desired behaviors early with

homework.

Personal Welcome Note and One-on-One Meeting.

When an employee joins the team, they need to be exposed to the organizations policies & culture.

Team Handbook

Traditions Training:Provide an interactive

new employee orientation that

shares the company’s philosophy and

foundational values.

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Clearly communicate the role of the new team member and how it relates to the overall

company vision...

Purpose is profoundly personal...

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Customer Experience Training:

Customer Experience Standards:

Customer Experience Standards:

“PULSE POINTS” (key / indicative touch points common to customer interactions), is a module based training program developed to help take our service to the next level. The ability to understand what great service looks like, and how to deliver it daily, not only will improve your performance at TELOS, but also throughout your careers.

I Fred Factor by Mark Sanborn:

How passion in your work and life can turn the ordinary into the extraordinary. Be your best self!

II Interpersonal Communication: The Subtleties of working with people.

Employees learn how to recognize the dissonance between words & body language, which is essential to delivering an exceptional customer experience.

Examples; Non-verbal Communication, Active Listening, etc. III What’s in a Name?:

Knowing our members by name helps set TELOS apart. We emphasize the importance of personally acknowledging members whenever possible. We offer tips on how to learn names and more importantly REMEMBER them! Practice…practice….practice!

IV Turning Customer Complaints into Loyalty Experiences:

Using customer complaints is an opportunity to make a lasting favorable impression. Employees are given the tools to help rectify problems immediately and turn issues into positive experiences.

V Secret Service:

“Hidden Systems that Deliver Unforgettable Customer Service” –Small extras can take customer service to the next level. For example: Personalize the service, Listen to member complaints, utilize downtime.

VI Talk the Walk:

In this module, we carefully convey TELOS’ standard phone etiquette which will ensure our customers are served concisely by a helpful & friendly staff member each time they call.

VII Fostering TELOS Community:

The importance of fostering a sense of community among staff transfers to how we treat our members. As a company we try to encourage community and focus on how individual employees can contribute.

Customer Service Training & Certification

Pulse Points:

A Tribe is a group of people connected to

one another, connected to a leader, and

connected to an idea.

Provide an incentive to opt out!

Build A Sense of Community Around Shared Values!

Creating Club Culture:

Reinforce It

Reward It

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Corporate Culture:

What's going on at TELOS? Stay in the know... View this email in your browser

IT'S PERSONAL.IT'S A GREAT DAY TO BE A PART OF TEAM TELOS. Below are the weekly updates and recent CIA recipients.

CIAS:Chris R.- for sharing our facebook posts and inviting friends to visit the club onfacebook.Interns and Avri- for helping to prepare for the All Staff meeting.Lindsay S.- for assisting with party décor.

All Hands Meeting Recipe:- Food & Fellowship

- Welcome New Team Members

- Reinforce Company Values

- Provide Important Company Updates

- Have All Departments Represented

- Include A Meaningful Message

- Celebrate Company Milestones

- Publicly Recognize High Performers

- Offer Entertainment

- Give Stuff Away

- Do It Right

Personal note of congratulations!!!

Recognition & Reward Programs

Sustaining Club Culture:Identify It

Brand It

Commit To It

Communicate It

Recruit It

Teach It

Reinforce It

Reward It

OWN IT.

Creating & Sustaining Your Club Culturewww.brentdarden.com