Seven SuperVison

Skills to Success…

It’s about balance & knowing which to do when.

Key is to Lead People & Manage things…

WELCOME to SUPER SEVEN…

Leadership & Management…

But…here are a few “Styles” to avoid...

Not all leaders are alike - diverse &

different styles are a good thing!

The “My way or the highway” Manager…

The “In your face” Manager…

The “It’s all about me” Manager…

The “Less than great

communicator” Manager...

The “ I like you so I won’t hold you

accountable” Manager…

Objectives…

Know the characteristics of each skill

Understand why each skill is important

Understand your role as a Leader

Identify your greatest Strength & Opportunity

Know how you will be evaluated (-i.e. skills)

Know how to evaluate (& motivate) others…

MOTIVATION…

“People do what they think they need to do to get what they think they want.”

VALUES

BELIEFS

NEEDS

• What we want out of life

• Formed early

• Change little after childhood

• Are beyond influence

• How we think the world works

• Combine w/values to drive behavior

• Leverage points for motivation

• Can change (& be irrational… )

Values vs. Beliefs… VALUES = things like; career success, material wealth,

relationships, family, health, personal hygiene, integrity, honesty, loyalty, integrity…

Values are what we want, what we think is important. They are situational and, sometimes in conflict.

BELIEFS = things like; if you work hard you will get ahead, it’s not what you know it’s who you know, nice guys finish last, managers don’t care,nothing I do makes a difference…

Beliefs are what we think & how we believe the world works. Beliefs can be affected by others. The good news is that they can be easy to change. Ex., an Employee Partner believes, “my boss doesn’t care what I think” can change that belief if her boss asks for & acts on her input.

Values vs. Beliefs…

VALUES + Beliefs > BEHAVIOR Self-Esteem

Sense of Belonging

Security

QUESTION – What are your Employees Beliefs?

To motivate people, you have to engage their minds & their hearts. To do so, you need to make them feel a part of the whole effort…

Leadership Responsibilities…

• Clear communication & grow talent

• Member & Employee “Partner” Satisfaction

• Coach TEAM Members to work together

• Impact & Influence others

• Solve problems (w/others)

• Be Adaptable

• Drive Results…

What is a great leader…

*Think of one adjective to

describe someone you admire

or has been your mentor...

*Is it a SKILL OR ATTITUDE ?

90% of life is ATTITUDE! Or, maybe it’s more...

Let’s add it up…

A = 1

T = 20

T = 20

I = 9

T = 20

U = 21

D = 4

E = 5

ATTITUDE is everything...

It equals…

100% Your Attitude, plus your aptitude

determines your Altitude in life...

Seven SuperVision

Skills for Success

Back to Route 7…

1. Drive for Results

(financial & standards of excellence)

* Drive to achieve both financial &

standards of excellence results

* Focus on constant improvement

* Do the right thing

* Take responsibility for results

(the buck stops here…)

*Set & achieves high standards &

goals (for self & TEAM Members)

*Perseveres despite obstacles…

*What drives you?

Results matter...

Goal Setting…

(daily/weekly line-ups & meetings)

*Use a set format for your line-ups & meetings…

*Review / Preview Performance

*Define what we want to accomplish…

*What are specific outcomes we want?

*What are ways we can measure success?

*What part does each EP play in achieving goals?

*Reward good performance…

*Make goals SMART…

SPECIFIC

MEASURABLE

ACHIEVABLE

RELEVANT

TIMELY

Making goals S.M.A.R.T…

“Increase usage”

“Increase revenues”

“Increase banquet dollars”

“Increase sponsor dollars”

“Recognize my TEAM Members”

“Improve Mindshare Satisfaction”

Goal setting & Delegation…

2. Adaptability

(Self Management…)

*Handles multiple priorities

*Excels at his/her job

*Responds well to change…

(with flexibility & optimism)

*Receives positive &

negative feedback well

*Assumes responsibility for

self-development

Jumping rope…

3. Problem Solving/

Decision Making…

*Identifies problems

*Makes good decisions, doesn’t

procrastinate

*Develops creative solutions

*Influences others for acceptance

(with persuasion, not demands)

*Works until problems are solved

OSCAR MODEL OF CONFLICT RESOLUTION

Openness: conflict is natural. Recognize, respect & embrace it. Resolution is

NOT about putting out fires, it is about controlling them.

Scan: constantly scan for when & where conflict may emerge. If you understand

and are open to it, this is easy. Pay attention to what is going on around you and

sense it before it arises. Be open & people will come to you.

Be Current & Complete: Once you identify it, act. Listen to all sides, including

listening to any internal bias you may have. This involves listening to everything.

You HAVE to have the full picture to resolve it.

Achieve Agreement: identify where parties agree, where they differ & how to

reach a Win-Win agreement. This requires compromise and many people don’t

understand it is as much about giving up things as it is getting what you want. You

must help people understand this.

Resolution: When you achieve and act on the agreement and it is resolved,

parties can move forward. It is in essence a negotiated peace settlement and both

sides must uphold their part of the bargain. Do this & WIN THE OSCAR!

P.S. If either party breaks the solution, bring ‘em on track & if necessary discipline.

*

4. Impact & Influence

*Promote ideas persuasively, can

overcome resistance.

*Has establish influential contacts in & out

of department / club / company.

*Image establishes & maintains credibility.

*Reputation as "go-to" resource.

*Helps grow talent.

*WDYKW…

Writing people off vs…

Recognizing talent…

Britain's Got Talent singing sensation Susan Boyle has been

named the seventh most influential person in the world.

5. TEAMwork

*Is a TEAM player on all levels

*Where appropriate – delegates well

*Drives performance with coaching

*Inspires by rewarding & recognizing

*Builds culture of respect, trust & integrity.

*Instills personal & TEAM accountability

(no non-team players on the TEAM…)

*Balances Individualism & TEAM

TEAMbuilding –

Discussion…

*Groups Vs. TEAMs…

*Think about when the lack of teamwork caused

a Member issue at the Club…

*Think again about when TEAMwork was the

reason for a great Member interaction…

*What can you do to promote TEAMwork & keep

TEAM Members motivated?

TEAMbuilding…

6. Customer Focus

*Understands & anticipates needs

*Leads by example (creates the BUZZ…)

*Turns Service Mistake$ = Recovery Opportunitie$

with H.E.A.T.

*Builds relationships internally & externally

Members, Guests, area businesses, vendors, EPs…

*Constant focus on a great Member/Guest

experience (“Membership Bell” …)

*Builds Relationships & Enriches Lives…

Best of the best…

Growing Revenues (dues)… *Three most important words =

Dues, Dues, Dues…

*Live Three Steps of Service & STAR Basics Card…

*Think “Four-Walls” in Marketing & Operations…

*Get to know Members, call them by name & give them what they want…

*Work as a T.E.A.M. in The CLUB

*Encourage everyone to share ideas & suggestions (STAR Idea Boards & Rewards)

*Recognize great TEAM Member performance! (STAR Recognition)

*LEAD your TEAM!

How can you

help the club

grow revenue?

Contributing to a

Successful Club…

*Two factors to your Club’s financial success:

Grow revenues (dues) & control expenses.

*An important part of being a leader is driving

revenues and managing efficiently.

*However, can’t expense your way to greatness…

*It is easier to KEEP existing Members than it is to

GET new ones. Keeping current Members (and

Employee Partners…) is key to our success!

* Think G.E.K.E. Squad (Get Em’ & Keep Em’)…

Keeping Members happy is

great business!

Value of a Member… • Dues $135 x 12 months x 6 years = $10,000

• A la carte $1,500 x 6 years x 50% = $5,000

• Catering $1,500 x 6 x 50% = $5,000

• Initiation Fee = $500

• TOTAL = $20,500

• Member Referrals 6 new Members = $125,000

• GRAND TOTAL = $150,000

*Think EXPONENTIALLY…

*Member discussing their extraordinary experience at The Club with others – lNVALUABLE!

Happy Employee Partners is

even better!

Value of a Great TEAM Member…

PRICELESS!

FISH PHILOSOPHY

7. Communication

*Creates & sells (verbally & in writing)

shared vision of values & goals

*Negotiates Win/Win outcomes with others

*Does timely, proactive communication

*Communicates & promotes ideas well

*Actively listens & hears others messages

*Critical skill as we sell IQ…

Communication…

Four Types of

Communication

*Vocal Communication

*Visual Communication

*Verbal Communication

*Written Communication

It’s not easy…

So let’s practice…

*First, a few listening tests…

*And now let’s build an airplane…

*Handout…

“You are hired by the people you report to;

you are fired by the people who report to

you.”

- Japanese proverb

WARM WELCOMES

”MAGIC MOMENTS FOND FAREWELLS

While these “Steps of Service” sounds simple –

it up to you to make sure we are executing it

every time with every TEAM Member & Guest...

How to achieve GREAT results…

THE Club Membership (Service) Bell

EXPERIENCE...

Creating an experience that keeps Members coming

back relies on a magical combination of three things:

Our people, our product and our place...

They will come for our facility & food,

will stay for the fun & energy we give them,

and will return for the caring connection we provide…

So go ahead - welcome your next MEMBER…

And make The Club their HOME AWAY FROM HOME”

The Rivers Club Membership (Service) Bell ® * The Bell symbolizes a link to the past when gas stations existed with FULL SERVICE.

Stations had bells to alert staff a car had pulled up to the pumps for service. The Staff would

run out to the car in uniform - pump gas, check the oil & clean your windows.

* Today, the Bell is a symbol for our passion for providing a Great Member Experience and a

terrific place to work for our Employee Partners.

* It exists to helps us be at our best when serving our Members. It guards us against taking

actions that conflict with our “Member First” philosophy. It warns us against employing

Employees who don’t have a servant’s heart and to take care of those Team Members who

do. Our business is simple – it is people serving people.

* The Bell reminds us ATTITUDE = 100%, and to choose our Attitude each day when we come

to work as Attitude, plus Aptitude, determines our Altitude. We are always on stage!

* The Bell will be heard when we “walk the talk.” It begins with “Warm Welcomes,” continues

with “Magic Moments” and ends with “Fond Farewells.” When our Members are happy,

the bell chimes. So, create a BUZZ and let’s give em’ something to talk about.

* The true rich sound of the Bell will be heard when we are loved, not just liked by Members.

We want to be great – with great food, service, facilities & events! If it is quiet – beware…

* Make your ENERGY contagious! Make every day an enriching Experience for our Members

and Employee Partners & make their day! So, listen for the bell & it will serve you well!

* Learn it, Live it, Love it!

We can learn from STARBUCKS…

5 Principles for Turning Ordinary into Extraordinary

Make It Your Own – we are not in the fitness or restaurant business - we are in the “people business”...

Everything Matters - our brand is the sum of everyone & everything

Surprise & Delight - do not be content to be liked, want to be loved

Embrace Resistance - use negative feedback to grow relationships

Leave Your Mark - make a difference...

THE STARBUCKS EXPERIENCE (again…)

How do they do it?

THEIR GREEN PAGES… BE WELCOMING

BE GENUINE

BE KNOWLEDGEABLE

BE CONSIDERATE

BE INVOLVED

SOUNDS A LOT LIKE our STAR Card…

Summing it up – leaders…

1. Drive for Results (operating excellance)

2. Are Adaptable

3. Solve problems/Make decisions

4. Impact & Influence others

5. Create TEAMwork

6. Create Member/Guest Focus

7. Have strong Communication

Leaders also…

Make it magical…