STAFF ENGAGEMENT TRAINING TOOLS
WEEKLY EMAIL TOOLKIT EMAIL EXAMPLES
Habits of Connection Introductory Email
The Member Experience Habits project is designed to train every staff member on the daily habits that define exceptional service and genuine relationships at Baltimore Country Club. These habits bring to life our Core Four Values and Simple Truth: “Great People Make Favorite Places.” Member Experience Habits are more than service techniques—they are the foundation of lasting relationships and the key to transforming everyday interactions into unforgettable moments. The framework for this training is outlined below. The trainings will be distributed at a weekly cadence and the tools shared should be utilized in your team’s lineups and communications. Weekly e-blast with training and challenges to begin on Tuesday, September 30!
GOAL To equip department leadership with tools that help staff consistently create meaningful connections with members. Through practicing these habits, we will: • Develop a genuine understanding of our membership • Build a robust “library” of member preferences • Deliver extraordinary, personalized experiences that exceed expectations To achieve this goal we will: • Train staff on the necessary habits • Provide “Preference Discovery” challenges • Teach staff to use preferences to anticipate, surprise, and celebrate members through Green Folder Stories
Intentional actions and attitudes that foster meaningful relationships. These habits can be practiced daily and refined over time to deepen trust, create belonging, and enhance emotional connection.
BUILD TRUST
Creating a foundation of psychological safety, warmth, and consistency through genuine greetings, approachability, and follow-through. This is the doorway to deeper connection.
DISCOVER
Asking thoughtful questions & paying attention to details that help uncover preferences, interests, and context that make each member unique.
REMEMBER, REFLECT, & RECORD
Demonstrating care & attentiveness by recalling details and circling back to previous conversations, visits, or service moments. This proves to the member: You matter, and I was listening.
ANTICIPATE & SURPRISE
Moving from reactive to proactive service—delivering what members want before they ask, and adding thoughtful touches that exceed expectations.
CELEBRATE
Creating emotional loyalty through recognition, shared joy, and inclusion. This is the heart of member experience: turning transactions into relationships.
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As always, if you have any questions regarding Member Experience or Green Folder Stories, please contact the Director of Member Experience Abby Rodriguez. Staff Page
Green Folder Stories
Five Farms Clubhouse | 11500 Mays Chapel Road | Lutherville, MD 21093 | 410.252.6505 Roland Park Clubhouse | 4712 Club Road | Baltimore, MD 21210 | 410.889.4400 G R E AT P E O P L E M A K E FAV O R I T E P L A C E S
Habits of Connection Week One Email
Building Trust: Week One Trust is the foundation of every meaningful relationship. When members feel safe, welcomed, and recognized, they are more likely to connect with us and with the Club. Small actions create big impressions—and trust begins with the very first interaction.
How to Use This Material
Each week, you’ll receive a Habits of Connection tip designed to help your team practice small, consistent actions that build member trust. Your role is to: • Share the tip during your daily/weekly line-ups or team huddles. • Model the habit yourself so staff see it in action. • Encourage practice by asking staff to reflect on how they applied the habit during the week. • Celebrate wins by recognizing individuals when they demonstrate the habit with members. These touchpoints don’t need to be long—just a couple of minutes of intentional focus. The goal is consistency, not complexity. To help staff gain confidence in the habits that establish trust with the membership.
Weekly Tip: Offer a Warm Greeting
• Make eye contact, smile, and say hello • Strive to be the first to say hello—if at a distance, offer a wave • Wave First: The first person to acknowledge another creates a bridge and sends a powerful signal of recognition • For repeat visits, express warmth:“It’s great to see you back!”
Remember: A warm greeting is never just a formality—it’s a signal that every member belongs here.
Watch Segment
As always, if you have any questions regarding Member Experience or Green Folder Stories, please contact the Director of Member Experience Abby Rodriguez. Staff Page
Green Folder Stories
Five Farms Clubhouse | 11500 Mays Chapel Road | Lutherville, MD 21093 | 410.252.6505 Roland Park Clubhouse | 4712 Club Road | Baltimore, MD 21210 | 410.889.4400 G R E AT P E O P L E M A K E FAV O R I T E P L A C E S
Habits of Connection Week Eight Email
Discover: Week Three Discovery means asking thoughtful questions and paying attention to the small details that reveal who our members are — their preferences, their passions, and the “why” behind what they do. Every conversation is an opportunity to uncover something new that helps us personalize their experience and make Baltimore Country Club feel like their favorite place.
Weekly Tip: Find Common Ground
One of the quickest ways to build rapport is to uncover the small things you and a member share. Humans naturally connect through similarity — a favorite team, a shared hobby, a familiar hometown, or even a mutual love of a certain color. When we notice these details and name them, we create instant ease and familiarity. How to do it: • Notice what you notice: Pay attention to visual cues and conversational clues — hats, shirts, team logos, keychains, books, color choices, or repeated mentions of activities they enjoy. •
Highlight shared interests naturally: It doesn’t have to be scripted. If you spot common ground, bring it up in a warm, simple way. Shared interests create a sense of “you’re like me,” which boosts trust.
Try These Phrase Concepts: • “I love your Penn State hat — did you catch the last game?” • “I noticed you always choose the same latte — that’s my favorite as well.” • “I’ve been eyeing those sneakers — do you like them? I’m a fan of that brand too.” • “I love seeing people read in the lounge; I’m a big reader too. What kind of books are you into?” • “Your hat looks like it’s from Zion! I went last year — did you do any of the big hikes?”
Monthly Challenge: The Discovery Blitz
Please reference back to Discovery Week 1 & 2 e-blasts for more information on how to partake in the Discovery Blitz. If you have not yet submit information from the Top Users assignment last week, please do so as soon as possible. It is important not only that we are engaging in this activity ourselves, but also putting the discovery sheets in front of our teams and leading brainstorming sessions. BLITZ UPDATE: Since the beginning of November, we have received 69 individual discovery submissions. The Racquets department is leading the charge with 51% of submissions.
Discoveries by Category/Type
Discovery Blitz Submissions by Department
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Events 6% Racquets 30%
F&B 17%
Culinary Events F&B
Member Relations Golf 8% 4%
37
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Activities & Interests
12 9
Allergies
53
11 28
31
22
Fitness Golf
Fitness 35%
35
Career/ Education Club Event Preferences Dining Family & Kids Fitness Food
Member Relations Racquets
Beverage
40 46
35
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Personal Preferences Pets Racquets Social & Lifestyle
BLITZ CHALLENGE WINNERS
Congratulations to Caroline Fitzsimmons & Alyssa Sollenberger! Thank you for participating in the Discovery Blitz. I will contact you to coordinate a time to receive your gift card.
As always, if you have any questions regarding Member Experience or Green Folder Stories, please contact the Director of Member Experience Abby Rodriguez. Staff Page
Green Folder Stories
Five Farms Clubhouse | 11500 Mays Chapel Road | Lutherville, MD 21093 | 410.252.6505 Roland Park Clubhouse | 4712 Club Road | Baltimore, MD 21210 | 410.889.4400 G R E AT P E O P L E M A K E FAV O R I T E P L A C E S
PARK & FARMS TRAINING REVIEW
In November, we focused on Discovery: asking open ended questions, encouraging members to talk about themselves, and finding common ground. As we practice discovery, it’s also important to practice our next habit: Remember, Reflect, & Record. WHAT TO EXPECT THIS MONTH Throughout the month of December, you will receive tips to
HABIT #3
better remember and re-use details that you have observed
Remember, Reflect, & Record
about the membership. This habit demonstrates care and attentiveness by recalling details and circling back to previous conversations, visits, or service moments. This proves to the
• •
member: You matter, and I was listening. Remembering tiny details builds emotional loyalty.
Notice Patterns Remember & Reference Minute Details
CHALLENGE OF THE MONTH: The Discovery Blitz The discovery blitz continues! Help the Club to expand it’s member preference library by submitting the fun facts that you know about our membership! Submissions can be anything – favorite colors, sports teams, vacation destinations, preferred coffee styles, preferred racquets court, etc. The possibilities are endless. Each submission enters you for the opportunity to win gift cards. Member-able Moments Notepads MEMBER-ABLE MOMENTS Member Interest Reporting YOUR NAME & DEPARTMENT
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MEMBER INFO
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GREET. ENGAGE. LISTEN. CONNECT. REMEMBER. Please use this form to submit member data regarding careers, hobbies, passions, favorites, vacations, family, etc. Thank you for helping to make BCC our member’s favorite place! NOTES
Located in high-touch point areas such as POS stations and time clocks. These are your go-to for quickly jotting down member details and discoveries.
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PARK & FARMS
E-mail Submissions Send preferences directly to the Member Experience Inbox at experience@bcc1898.com Be sure to include •
Your Name
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Member Name
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Member Number, if possible
The discovered preference
SEND EMAIL
AS WE STEP INTO A NEW YEAR, WE’RE FOCUSING ON STRENGTHENING THE THREE HABITS THAT FORM THE HEART OF MEANINGFUL MEMBER CONNECTION.
HABIT #1
HABIT #3
Build Trust • • •
HABIT #3
Discover
Make eye contact, offer a warm gretting, & smile Learn & use member names correctly Be reliable—always follow through on what you say
• • • •
Ask open-ended questions Encourage members to talk about themselves Observe patterns & interests Find common ground
Remember, Reflect, & Record • • • •
JANUARY PREFERENCE BLITZ
BLITZ PROGRESS
OCTOBER 2025-DECEMBER 2025
To continue practicing these habits, we’re launching another month-long Preference Blitz! Using these habits, we are asking you to submit ANYTHING and EVERYTHING you know about the members you work with the most. GOAL: One meaningful preference per shift. Each submission enters you for the chance to win gift cards!
SUBMIT FORM
Notice patterns Remember & reference minute details Mentally repeat what you've learned Share insights with teammates
EVENTS 6% RACQUETS 30%
Racquets
F&B 17%
Member
377
Golf Fitness
UNIQUE SUBMISSIONS
MEMBER RELATIONS 8% GOLF 4%
F&B Events
FITNESS 35%
SEND EMAIL JANUARY 2026
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