MEMBERS 101
YOUR BRAND
COMMUNICATION, BRANDING & TEAMWORK
ON STAGE
100
At a club, members pay these two fees that immediately raise their expectation for service and experience
What are initiation fee & dues?
100
In the Indiana Jones franchise, part of Indy's brand was his famous hat, whip & leather jacket. Likewise, when you represent the club, your _______ should be worthy of an Academy Award
What is a uniform?
100
You can believe me when I tell you that a team is not a team without this fundamental quality
What is trust?
100
Is that made with oat milk?
When used in the wrong place, these items can have a negative impact on the scene
What are props?
200
I love MY club! This term refers to a private club structure in which members own a piece of the club
What is member owned or equity?
200
This term refers to each opportunity during a member visit at which the experience can go in either a positive, negative or neutral direction
What is a moment of truth?
200
You're no slouch if you get this one right....this is the form of communication in which you "show" members that you are ready to service them
What is body language?
200
This member of the service team acts as the director of the show
Who is the manager?
300
Because of their investment, members are more willing and eager to provide this
What is feedback?
300
This group of members appreciates excellent course conditions, socializing with long time friends and the traditions of the club
What are Baby Boomers (59-77)?
300
Don't end up on TMZ! This fundamental right of both members and staff should be honored at all times
What is privacy?
300
This term is the location from which you service a table to ensure the most effective communication
What is the command position?
400
This group of members volunteer provide leadership and direction for the club and often use feed back from committees to help shape the club's future
What is Board of Directors (or Board of Governors)?
400
Figure this one out...your answer here is a word that is never the answer, according to ENCHANTED Service
What is NO?
400
In the Indiana Jones franchise, Indy was rarely seen without his famous hat, whip & leather jacket. Likewise, when you are on stage your _______ should be worthy of an Academy Award
What is Uniform?
500
Members often use the club as an extension of this
What is their home? (home away from home)
500
This group of members are focused on sustainability, always makes sure everyone feels welcome & loves fun programming/activities
What are Millennials? (27-42)
500
Training, like you are doing now, along with frequent line ups, are this part of the show
What is rehearsal?
600
The first of the "Core Four" this term describes how we should always strive to make a member feel and shows members that you are happy they are there
What is Welcome?
600
The second of "Core Four" this term helps members feel that the club is a home away from home
What is Comfortable?
600
The third of the "Core Four" this term describes how we should always strive to make a member feel and reminds us to listen, show empathy and exceed expectations
What is Understood?
600
The final of term of the "Core Four", this term describes how we make a member feel by using their name and delivering on our promises
What is Important?