Setting the Benchmark for Customer Service Excellence
S AT I S FA C T I O N S U R V E Y S MYSTERY SHOPPING T R A I N I N G & E D U C AT I O N BUSINESS METRICS
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SATISFACTION SURVEYS MYSTERY SHOPPING TRAINING & EDUCATION BUSINESS METRICS
Satisfaction Surveys
Generate real time feedback to achieve service excellence.
Deliver industry leading satisfaction surveys to your customers online, providing an economical way of truly understanding their views, what is important to them and the degree of that importance. The feedback generates clear direction to improve the 'experience' afforded to your ‘Members, Visitors and Staff ’, assisting you to breed loyalty, increase spend, secure referral and repeat business.
Industry Specific Templates
Instant Feedback
Industry Benchmarks
Unlimited Surveys
Integrated Software
Demographic Filters
Anonymity Preferences
Support Network
Automated Analytics
Ask the right questions to generate reliable feedback: Industry specif ic templates assist you to build surveys f rom a bank of insightful questions, with the flexibility to add custom questions as desired.
Golf
Leisure, Spa & Beauty
H os p i t al i ty
Member Experience
New Member Integration
Dining Experience
New Member Integration
Member Experience
Hotel Guest
Member Exit
Member Exit
Conference & Events
Visitor Experience
Leisure Day Guest
Group Golf Day Organizer
Spa Day Experience
Golf Lesson
Beauty Treatment
Club Fitting
Personal Training
Academy / Driving Range
Fitness Class
H um an R es ource s New Employee Employee Satisfaction Employee Exit
Automated software invites customers to complete a survey based on their recent encounter, or will track a customer’s experience at
Gen eral
signif icant landmarks during their journey, auto-generating a series
Customer Service Tracker Custom Surveys
of questionnaires, in sequence at set intervals as programmed. The dashboard features real-time results, with built in demographic
Member Communication App
f ilters, industry benchmark comparisons and trend tracking tools for immediate and astute analysis.
MEASURE - TRAIN - SUPPORT - REWARD
Covid-19 Bundle
Industry Insights The following statistics have been taken f rom member & guest surveys, as delivered by 59club aff iliated venues:
Likelihood of customers recommending the venue: GOLF
F&B
LEISURE
SPA
84%
75%
75%
82%
Member Perceptions New members establishing friendships at your club:
GOLF
64% LEISURE
How members rated their associated benefits, discounts and incentives:
30%
Employees showing a genuine interest to get to know new members:
GOLF
48% LEISURE
requested referrals from new members:
GOLF
26% LEISURE
Ex-members who didn’t visit the club as often as they would have liked:
perception of their membership fee affording value for money: Existing members rating their sense of belonging at the club:
GOLF
72% LEISURE
Ex-members who will be joining a competitor club:
www.59clubcanada.com
Ex-members who felt that the club failed to deliver all that was promised
GOLF
Participants preference
61%
53% LEISURE
GOLF
62% 49%
64%
LEISURE
GOLF
LEISURE
when they joined:
74%
LEISURE
45%
29%
Existing members
67% 52%
47%
Employees who
GOLF
23% LEISURE
33%
22%
of anonymity: WAIVED ANONYMITY REMAINED ANONYMOUS
ryan.tracy@59club.com
GOLF
905-904-1062
78%
SATISFACTION SURVEYS MYSTERY SHOPPING TRAINING & EDUCATION BUSINESS METRICS
Mystery Shopping
Measure your entire customer journey across Golf, Leisure, Spa & Hospitality.
59club’s Mystery Shopper process allows you to understand business trends, monitor performance, develop staff and exceed customers’ evolving expectations. An independent mystery shopper audit allows managers to view their club through the eyes of their customers, taking feedback to pinpoint strengths and weaknesses with the ability to make service comparisons across the industry. The audit criteria dissects your service offering into the following categories: staff attitude, sales & upselling aptitude, facility management and general operating procedures. This generates real and current information that can be acted upon.
Industry Benchmarks
Best Practice Criteria
Custom Results
Automated Analytics
Progress Tracker
Service Awards
Profit Calculator
Demographic Filters
Support Network
59club have mapped out the perfect service experience within every revenue stream, complete with the flexibility to customise audits to reflect your individual customer journey.
Golf
Leisure, Spa & Beauty
Hosp itality
Membership Sales
Membership Sales
Hotel Guest
Life as a Member
Life as a Member
Conference & Events
Visitor Experience
Spa Day Experience
Fine Dining
Group Golf Sales
Massage / Facial
Casual Dining
Retail Inquiry
Spa Break
Food To Go
Custom Fitting Golf Lessons
With cutom ‘performance comparisons’ against competitors, the 59club industry and best performers internationally, in addition to complete functionality to track headline and departmental trends, clubs receive the intel and motivation to ensure performance is achieving its potential.
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Why we do what we do "The expertise, information and staff training that 59club has provided us over the years have become mainstays of our business. This has allowed us to deliver a consistently high level of customer service across our entire group operation. We pride ourselves on being amongst the very best venues in terms of the visitor and member experience in world golf.” Chris May, CEO, Dubai Golf Group 59club’s education and mystery shopping platform created the visibility into our sales organization that we have been wanting for a long time. We now have a consistent sales training program for all new hires, and the vision to focus our retraining efforts on the areas that are needed. Vic Aliprando, VP of Business Development, PGA Tour - Golf Course Properties "We started working with 59club two years before hosting the Ryder Cup, wanting to ensure that our teams were providing a good service to the visitor, and in particular, to international clients. Across the first five years, we saw a 50% improvement in our ‘meet and greet’ practice alone. Our team is now much more focused on the golfers, what they expect, and why they’ve chosen to come to Le Golf National. 59club enables us to concentrate on the important things, I think it’s a ‘magic’ tool and undoubtedly, they have helped elevate Le Golf National to where it is today." Philippe Pilato, Director, Le Golf National "New South Wales Golf Club prides itself on providing a high-quality golf experience based around our superb golf course and attentive service. We are constantly evaluating what we do and are always looking at ways to improve the golfing experience for our members and guests. The range of services that 59club provides help us to analyse each part of our operation in detail, and the process identifies areas that require our focus." Kate Shanks, Operations Manager, New South Wales Golf Club "During my time at Foxhills and now at Rockliffe Hall, 59club provided the focus and structure that has allowed us in both cases to dramatically transform the member journey. A big gain is the year-on-year benchmarking comparisons, we want to continually improve, and from the team’s point of view, it inspires them to achieve bigger and better things." Jason Adams, Managing Director, Rockliffe Hall Hotel, Golf and Spa Resort "We have found 59club to be far and away the best, most advanced golf specialist option when it comes to accurately measuring our performance throughout the customer journey. This gives us the ability to address specific touchpoints, train and retrain our people. Furthermore, we see huge potential to grow our business using the sales journey analysis and various management and training tools that 59club provide." Paul Wilson, Vice President, Deputy Managing Director, Laguna Phuket “59club’s survey platform is flexible and easy to use. The results provide comparisons with previous years and competitors, helping us to support the direction of the club. Having highlighted a few weaknesses in our member onboarding process, we engaged 59club staff training, which has helped us to improve member retention to the best level in our club’s history”. David Shepherd, CEO, The Scandinavian "Our relationship with 59club speaks for itself, we have been working with 59club for nine years and we’re very happy. They’re very professional and very helpful in all aspects. You only have to look at the range of products they continue to introduce to see that it’s not a company that is standing still. They’re progressing and, as their client, we progress too." Kristoff Both, Director, Club de Golf Alcanada The experiences we provide mean everything to us, and the details are very important. The way that 59club’s performance management tools can measure the service we’re giving is invaluable. Tracking our progress while staying a tuned to our competitor set year-over-year is reassuring. Our team is behind 59club. Brian Mossop, GM/COO, Shaughnessy Golf & Country Club
www.59clubcanada.com
ryan.tracy@59club.com
905-904-1062
SATISFACTION SURVEYS MYSTERY SHOPPING TRAINING & EDUCATION BUSINESS METRICS
Virtual Mentor
The intelligent virtual education experience.
Hosting 59club’s acclaimed Sales & Service training programs & contributor content, providing guided education and development pathways to elevate performance. Intelligent learn notif ications link directly f rom a venue’s mystery shopping performance data, to the relevant lesson within my59 Mentor, working to upskill staff and address any shortcomings Venues can white label the platform making it the perfect vehicle to store and communicate all in-house company policies and training manuals directly with the team. Also providing the technology to build internal online training courses and track employee liability acceptances.
59club Training Modules
White Label
Contributor Content
Host Webinars
Performance Data Links
Discussion Forums
House Own Content
User Analytics
Store Handbooks
Accreditation Builder
Monetize
Featured Training Programs:
G o lf
Leisure, Spa & Beauty
H o sp i ta l i ty
Membership Sales
Leisure Membership Sales
Hotel Guest Experience
New Member Integration
New Member Integration
Conference & Event Sales
Member Retention
Member Retention
Dining Experience
Visitor Experience
Spa Day Experience
Corporate Golf Day Sales
Beauty Treatment
Retail & Upselling
Retail & Upselling
Golf Lesson Custom Fitting
"Mentoring is about giving Insight, Direction, Reflection, Education & The BUZZ! My59 Mentor delivers The Big Five, in a user-f riendly format that makes training an engaging, entertaining and effective journey for employees at every level. The program elevates training f rom "routine and ordinary" to new, creative and exciting." Gregg Patterson, "Tribal Magic!!!"
MEASURE - TRAIN - SUPPORT - REWARD
Training & Education
An acclaimed route to develop your sales & service aptitude.
Ongoing professional development is at the heart of any world-leading venue’s strategic approach. 59club’s training modules utilize proven sales and service tactics to educate and motivate staff. 59club training has assisted hundreds of venues worldwide, and can be tailored to accommodate individual needs, while also providing access to 59club’s online learning resources.
Best Practice Criteria
Industry Benchmarks
Online Learning Platform
Support Network
Automated Analytics
G o lf
Leisure, Spa & Beauty
H o sp i ta l i ty
New Member Sales Inquiry
New Member Sales Inquiry
F&B Operations & Upselling
New Member Integration
New Member Integration
Conference & Event Sales
Member Retention
Member Retention
Event Operations & Upselling
Group Golf Sales Inquiry
Group Spa Day Sales Inquiry
Def ining service levels
Operations & Upselling
Spa Operations
Non-golfer engagement skills
Retail & Upselling
Retail & Upselling
Custom Fitting
Training can address weaknesses highlighted by mystery shopper audits and customer satisfaction survey feedback, ensuring clear action points are addressed. We adopt best practice methodology, proven to deliver outstanding service levels and sales outcomes.
www.59clubcanada.com
ryan.tracy@59club.com
905-904-1062
SATISFACTION SURVEYS MYSTERY SHOPPING TRAINING & EDUCATION BUSINESS METRICS
Business Metrics
Financial intel empowering astute judgements and decisions.
Compare variables such as gross prof it, turnover, membership revenue & attrition, purchasing rates, average monthly sales, payroll and staff ing levels. Subsequent releases will allow venues to delve deeper to truly understand greenkeeping costs, professional offerings and club salaries. Metrics combines differing f inancial & numerical statistics to provide clarity around a venues f inancial performance, for example ‘total revenue divided by number of rounds played’, or ‘payroll divided as a percentage of revenue’; generating direct industry comparisons. Complete with intelligent f ilters that allow you to make further adjustments to measure your results against a custom data set.
Financial Intel
Industry Benchmarks
E O E R TO
F ICS
M
LS
Comparable Data
Monthly Reporting
Intelligent Filters
Intelligent Analytics
Guaranteed Anonymity
Co m p l i m e n tar y Fi l te rs
R ET
Region Business Style Course Type Number of Holes
Pre m i um Fi l te rs Club Revenue Gross Prof it Payroll Membership Numbers Rounds Played Green Fee Rates
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SATISFACTION SURVEYS MYSTERY SHOPPING TRAINING & EDUCATION BUSINESS METRICS
Club Study
Regular industry data supporting informed decision making
Club Study connects Managers with industry insights, and a global network. Our minute surveys are used to collect immediate and diverse responses f rom 59club’s global network, with results analyzed to identify emerging trends, and then published days later. Each fortnightly survey highlights technical, conceptual, and philosophical insights f rom inside Golf, Leisure & Hospitality businesses f rom across the UK, Europe, USA, Canada, Asia, Middle East, Af rica, Australia & New Zealand. The insight, collaboration, and community that Club Study creates will inspire curiosity, and ultimately empower Club Managers to make informed data-driven decisions.
Realtime Industry Insights
Peer Driven Content
Discussion Forums
Support Network
Results Archive
40% of clubs allow their staff to dine at their club, though most state it's during certain times or inf requently “We want our staff to be proud of where they work so typically if they have family in town for a special occasion, we will let them dine at the club with their family"
Participants are encouraged to submit questions they would like to appear in subsequent surveys, putting Club Managers in control of the direction the study takes to give an industry perspective like no other. Previous reports have revealed a Club Manager's typical ratio of hours spent inside versus outside the office, the composition of a club's board or management group, the frequency of F&B menu changes, and emotive responses to pinpoint a manager’s stress level, to provide a broad flavour of what’s in store. Club Study is a complimentary offering as part of 59club’s commitment to support the Club Manager to achieve Customer Service Excellence, by harnessing insight, collaboration and building community.
www.59clubcanada.com
ryan.tracy@59club.com
905-904-1062
SATISFACTION SURVEYS MYSTERY SHOPPING TRAINING & EDUCATION BUSINESS METRICS BUSINESS METRICS
MyTell App
Streamline Operations Management Advance Employee & Member Experience
Utilize live performance data submitted by the management team, employees and club members to make informed decisions to elevate satisfaction levels, retention rates & prof its.
Industry Benchmarks
Anonymity Preferences
White Label
Instant Feedback
Demographic Filters
Automated Analytics
Support Network
Sector Specific
The management team log observations during their daily departmental evaluations, with the ability to share live performance reviews with the team, set targets, track accountability, and monitor progress. Employees record their physical and mental well-being while at work, including their perceptions of the relationships that have formed with their peers and supervisors, in preparation for periodic appraisals, whilst supporting career progression. Club members, the board, committees or engineered focus groups privately communicate their experiences of club life, direct with the management.
MyTell
MyTell
MyTell
for Managers
for Members
for Employees
Golf Course Presentation, Maintenance & Amenities
Community & Club Culture
Health & Well-being
Practice Area, Playing Surfaces & Facilities
Club Facilities
Drive
Member Services
Relationships
Retail Management
Food & Beverage
Front of House
People
Employees
Clubs can build a custom user experience, all feedback is received privately by the relevant individual or club department, with supplementary comments, ratings & images providing full clarity and analysis over a particular issue or task. The App will track trends, monitor patterns of performance, whilst generating statistics for periodic reviews.
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Intellect
SATISFACTION SURVEYS MYSTERY SHOPPING TRAINING & EDUCATION BUSINESS METRICS
Succession
Personal development program for aspiring industry leaders
Succession supports its members to reach their full potential, providing refined learning opportunities that feeds personal growth and drives career progression.
Health
Self
Interviews
Career
Forum
Skills & Support
Live & Online Events
Teams
Leadership
Resources
Management
The Vault
The digital learning platform acts as a hub to connect progressive individuals with the latest video, audio and written educational content, plus a schedule of unique learning events, all centred around Successions’ seven key areas of development. Leading experts across sport and business share their knowledge, with new content and talented contributors constantly added to accelerate our holistic blend of education. Each lesson is categorised under its specific learning objective, making development readily digestible in a way that suits the learner; delivering 'bite-sized learning at it's best'. Membership is open to all managers, their deputies, and other rising stars within their business.
Regular content providers include:
Succession is brought to you by 59club and its long-term major partners:
IMPROVE – CREATE A LEGACY – LEARN FROM THE BEST www.59clubcanada.com
ryan.tracy@59club.com
905-904-1062
www.59clubcanada.com ryan.tracy@59club.com 905-904-1062
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