CHAPTER THREE - CONDUCTING A CLUB SURVEY 6/15/11 1. Decide...

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6/15/11 LEADING CLUBS EFFECTIVELY CHAPTER THREE
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6/15/11 LEADERSHIP VS MANAGEMENT WHAT IS MANAGING??
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6/15/11 Divided into two segments: Service Operations Service Management SERVICE ANALYSIS
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6/15/11 Procedural: 1. Timeliness 2. Incremental flow 3. Anticipation 4. Communication 5. Member Feedback 6. Accommodation 7. Supervision/Organization Personal: 1. Attitude, body language 2. Attitude, tone of voice 3. Tact 4. Attentiveness 5. “Naming guests” 6. Guidance 7. Selling skills 8. Gracious problem-solving Service Operations
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6/15/11 SERVICE MANAGEMENT 1. Quality Member Service Values 2. Organizational Climate and Leadership 3. Quality Service Standards 4. Jobs and Hiring 5. Training 6. Member Feedback 7. Response to Members 8. Service Provider Feedback
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6/15/11 Fellow managers Consultants Mystery shoppers Look into surveys Consider Outside Help
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6/15/11 1. To persuade 2. To create or modify a service 3. To understand member behavior Why do a survey??
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Unformatted text preview: CONDUCTING A CLUB SURVEY 6/15/11 1. Decide on the purpose 2. Assemble the questions 3. Choose a time limit 4. Plan a frequency 5. Decide on the target audience 6. Decide how to collect data 7. Dissemination Creating the survey 6/15/11 Use Objective Measures (quantitative) Create and Establish Goals-specific-measurable-acceptable/reasonable-time limits Reporting-objective reporting-outside reporting Evaluating EFFECTIVE LEADERSHIP 6/15/11 BREAK BAD HABITS! LEARN TO DELEGATE! ELIMINATE INTERRUPTIONS! TIME MANAGEMENT 6/15/11 Learn to write reports Learn to write thoroughly and correctly Examine the most important, review the rest Scan e-mail PAPERWORK 6/15/11 PERSONAL LEADERSHIP DETERMINE PERSONAL STRENGTHS/WEAKNESSES DETERMINE FUTURE GOALS AND OBJECTIVES DETERMINE HOW TO REACH GOALS...
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CHAPTER THREE - CONDUCTING A CLUB SURVEY 6/15/11 1. Decide...

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