From the GM A Note from the GM

I just received my survey results... What do I need to know?

I get numerous questions and feedback about the survey and felt that it was important to add context to its purpose and how we use it as a tool for decisionmaking.

First, understand that we use it as a direct link to Member Satisfaction. What does that mean? In the private club world, we pride ourselves on improvement, and each Department Head, along with myself, is graded with these scores. If you believe that we are worse off today than we were last year, then by all means, score us low. Remember, this is not a score on how the Board or SIPOA are doing (I will get to this later on) but how your staff is doing in our pursuit of “better.”

Overall, we are not showing much improvement in our scores, which to me is concerning. Our Net Promoter Score is +18.67, meaning we have slightly more "Promoters" versus "Detractors." Our goal in 2023 is to show incremental improvement by focusing on the areas that our "Detractors" see as need areas. It is important to understand that this is not the area to take out your frustration with the Board or your disagreement with Renew 50 (Yes, we get one respondent per day that blames this on the Club and scores us accordingly).

This survey was designed instead to provide me and the team with “actionable” feedback so that we can adjust our operation to better meet your expectations. Below I will provide some examples.

The major items on our list to address are:

Beach Club Experience

We have zero control over the number of people (members, guests of members, renters) who use this amenity, but after last year’s feedback, we believe we can do better with restroom cleanliness, staff attentiveness, and pool monitoring, so we have an enjoyable environment and service. This feedback also was the impetus for creating a "Member-Only" beach area at Ocean Terrace. We believe that if we address these weaknesses in 2023 that we are doing “better.”

FOOD & BEVERAGE

In 2022 we focused on building a team that could help us deliver an enjoyable food and beverage experience and create venues that complemented one another to provide you with choices. From the Golf Veranda to the Pizza Oven and now the Osprey Café transformation, Pelican's Nest menu options (Yes, local fish and Grouper are back!) along with service at Ocean Terrace from June – August, we believe that we ood space that we plan to continue building aking of menu items, Members should know can accommodate your dietary/culinary getarian, vegan, low carb, light or no sauce, and gluten-free) within 24 hours notice. Email we can create something from our kitchen t we are sure you will enjoy. In addition, this at the Island House, we plan to have from themed nights to an expanded appy Hour, as well as bring back some of the e a new “Member Night” and fun beverage

MEMBER-ONLY EVENTS

From Pop-Ups to Trivia and Bingo, we are continuing these throughout the year and look forward to reaching 100 Member-Only events in 2023 I would say that this is an improvement, and we look forward to expanding our efforts throughout the year

2023 Projects

Below is a list of all the team is working on. Remember, this is in addition to making sure that the day-to-day experience continues to be enjoyable:

Human Resources

Continued Development of Seabrook Island University (GED Program)

Employee Assistance Fund Development and Rollout

Accounting

Purchase Card Rollout

Financial Dashboard/KPI Sheet

Golf Operations

New position created: Golf Experience Manager

Golf Course Maintenance

Bunker Renovation

Bulkhead Renovation

Crooked Oaks Irrigation

Food & Beverage

Osprey Concepting and Remodel

Ocean Terrace Summer Service

Golf Veranda F&B Service

Happy Hour Expansion

Prime Rib Nights

Deveaux Room “Add-Ons”

Member-Only 32nd Anniversary Party

Beach Club

7 Day/Week F&B from Opening Date

Increased staffing levels for better monitoring and cleanliness

Ocean Terrace Member Only Beach

Membership Projects

New Member Orientation

Pelican's Nest Mechanical Curtains & Heaters

Landfall Way Renovation/Move In Racquet Sports Renovation

Island House Interior Upgrade

Maintenance Cleanup

Parking Expansion

Balancing The Needs Of All Members

Please understand that our staff doesn’t decide who gets to enjoy the club, only that we are navigating the club needs of all who are granted privileges, and we will always be balancing the needs of all and making adjustments as needed.

Amenity scores continue to improve, and each team has worked hard to deliver the best possible experience for our Membership. I am very proud to announce that as the year progresses, each amenity below has exceeded the 80 percent mark, and we would like to see that continue next year.

Equestrian Center 82.59%

Racquet Sports 81.62%

Golf Maintenance 84.08%

Thank you all for your continued support and notes of encouragement. You have a team dedicated to fulfilling a “better” experience, and our hope is that it will improve over time.

All my best, Mitchell