Presidential leadership headline

Clubs have collected lots of data on their club-oriented software. In some cases, hard copies are created with reams of printouts sitting on shelves — or worse, in offsite storage facilities. The data starts with club financials, and grows to membership data and then to usage. The lesson is that this data only becomes information when it is actually used.

Staff as the customer

In customer service concepts, we often express our company’s goals (or even mission statement) in terms of the end user: the member. The other aspect of customer service is the need to serve the internal customer: your staff members.

If the general manager needs to know her bottom-line results for last month, she is often reliant on the timeliness and accuracy of the club’s controller to get her that information.

The customer in this case is the general manager; she wants certain information to manage the club. So, this data needs to be delivered in a timely manner. It also needs to be in a format ideal for the recipient (not for the computer or outside accounting firm).