Know Their Name Game

How has this idea enhanced your club's operation, etc.?

The management team focused on developing new training tools aligned with the club’s “say yes” mentality, with the goal of reinforcing the culture of a private country club. Given seasonal staffing changes and fluctuations in staff experience and personality, it was essential to find creative ways to teach employees how to engage with members and communicate the value of the membership experience.

The game board supported these efforts by encouraging staff to build familiarity with members and deliver more personalized, attentive service. As a result, staff learned to recognize member faces more quickly, and members noticed that employees knew more about them than before. We learned this was a result of increased collaboration among staff, who shared insights about members when they appeared on the board and then applied that knowledge directly to their service approach.

How was this idea implemented, and what have been the club members' reactions?

To bring the idea to life, we actively involved our members. We issued a call to action requesting updated member headshots—an added bonus that allowed us to refresh photos in member profiles—and clearly communicated the goals of the game. We then created 11 game boards that were distributed weekly to staff, repeating the cycle for a total of 22 game days.

Both members and staff embraced the game. Many members shared that they noticed increased recognition from staff they had not previously interacted with and could often tell when they had been featured on the board.