The Invisible GM. A Risk to Member Satisfaction and Your Club's Success

I was talking with my friend, who was having challenges at his job. He was frustrated, complaining that his members wanted him around too much, and he didn't understand why, after all this time, he still needed to be at all the events. I listened intently, showed empathy, and reminded him of the importance of being visible. It was a tough conversation, but as a close friend, I felt it was one he needed to hear because, in our industry, as you all know, complacency can be a killer.

Unfortunately, I know many leaders like my friend who would rather hang out in their office or come in early and leave before dinner. No matter how long you have been at your club that to me is unacceptable. Building relationships and providing exceptional member experiences should always be our focus. Members feel special when you come by their table or visit the card room. Sometimes, they just want to have a meaningless conversation. Other times, they want to be heard. Allowing them to vent shows you genuinely care about their needs and suggestions. When I get an email from an upset member, I never reply. I pick up the phone and have a conversation. They're usually surprised when they get the call, but it allows me the chance to listen and address their concern without anything getting lost by the tone of an email reply.

Visibility is also essential for connecting with your team. When was the last time you asked your front-line employees or managers for feedback? They want to feel like they are a part of your organization and contribute. I always encourage my team to share their opinions. Recently, one of my newer team members did just that. His suggestion was spot on. It saved us time and money and improved our process. Imagine if I had never been present, he would've never been able to share his ideas, which could have led to frustration. Instead, it created a deeper connection for him to our mission and values.

?An invisible GM is a detriment to your entire club and daily operations. Not being present allows unresolved member issues to fester, leading to gossip and misinformation spreading throughout the club about management inefficiencies. Yes, you play a vital role in budgeting and financial planning however, favorable accounting numbers don't equate to member satisfaction. My advice to colleagues is always the same, foster a positive culture, strive for continuous improvement, and exceed member expectations. Ultimately, being visible as a leader isn't just about being seen; it's a responsibility to inspire, guide, and empower others.

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