Creating and Sustaining your Club Culture

1. Creating & Sustaining Your Club Culture
www.brentdarden.com

3. Make time to work on the business
not just in the business.

4. cul!ture noun !kəl-chər
: the beliefs, customs, arts, etc., of a particular
society, group, place, or time
: a particular society that has its own beliefs, ways
of life, art, etc.
: a way of thinking, behaving, or working that
exists in a place or organization (such as a
business)

5. Club Culture Should Be A Priority!

6. All organizations are perfectly aligned to get
the results they are currently getting!

7. Define Your Desired Destination!

8. “The loftier the building,
the deeper must the
foundation be laid.”
- Thomas Kempis

9. Creating Club Culture:
Identify It
Brand It
Commit To It
Communicate It

10. Adopting a “value discipline” and then aligning the
efforts of the organization to support and focus on it
has proven to be key for most successful businesses.
- Good to Great, Jim Collins

11. Master Plan:
Company
Vision
Company
Mission
Company
Values
Strategic
Goals
Departmental
Priorities
Business
Practices &
Procedures

12. VISION

13. Share Your Company’s Story...Why?...How?

14. Mission:
Organizations can’t LIVE the mission of the company if
they don’t KNOW the mission of the company.

15. Confirming Core Values:
Core values are essential for
enduring greatness, but it doesn't
seem to matter what those core
values are. The point is not what
core values you have, but that you
have core values at all, that you
know what they are, that you
build them explicitly into the
organization, and that you
preserve them over time.

16. Example Core Values:
TELOS - Customer Service, Credibility, Collaboration,
Professionalism, Positive Attitude
Cooper Institute - Integrity, Respect, Teamwork, Leadership,
Knowledge, Excellence
Meeting Planners International - Evolve, Re-Imagine, Elevate,
Build
Southwest Airlines - Trust, Honesty, Respect, Integrity and
Commitment
Interstate Battery - Deliver Value, Develop People, Deposit
Positive Net Cash, Demonstrate Area Expertise, Display
Commitment to Enterprise Success

17. Core Values:
Community:
Happiness:
Accountability:
Passion:
Teamwork:
Excellence:
Respect:
Service:

18. PRESERVE:
Vision, Mission and
Values
CHANGE:
Cultural and
Operating Practices
Specific Goals and
Strategies
From Good to Great & Built to Last

19. Creating Club Culture:
Recruit It
Teach It

21. Engaged employees care about the future of the
company and are willing to invest
discretionary effort!

22. Engaged Employees Live Company Values

23. Zombie employees
are disengaged,
stumble through
their jobs, lower
morale, and destroy
club culture.

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25. Corporate Culture:

26. The on-boarding experience of new team
members is a critical step.

27. Cultivate desired
behaviors early with
homework.

28. Personal Welcome Note and
One-on-One Meeting.

30. When an employee joins the team, they need to be
exposed to the organizations policies & culture.

31. Team Handbook

32. Traditions Training:
Provide an interactive
new employee
orientation that
shares the company’s
philosophy and
foundational values.
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33. Clearly communicate the role of the new
team member and how it relates to the overall
company vision...

34. Purpose is profoundly personal...

35. Customer Experience Training:
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36. Customer Experience Standards:

37. Customer Experience Standards:

38. Pulse Points:
Customer Service Training & Certification
“PULSE
POINTS” (key / indicative touch points common to customer interactions), is a module based
training program developed to help take our service to the next level. The ability to understand what
great service looks like, and how to deliver it daily, not only will improve your performance at TELOS,
but also throughout your careers.
I
Fred Factor by Mark Sanborn:
How passion in your work and life can turn the ordinary into the
extraordinary. Be your best self!
II
Interpersonal Communication:
The Subtleties of working with people.
Employees learn how to recognize the dissonance between words & body
language, which is essential to delivering an exceptional customer experience.
Examples; Non-verbal Communication, Active Listening, etc.
III What’s in a Name?:
Knowing our members by name helps set TELOS apart. We emphasize the
importance of personally acknowledging members whenever possible.
We offer tips on how to learn names and more importantly REMEMBER them!
Practice…practice….practice!
IV Turning Customer Complaints into Loyalty Experiences:
Using customer complaints is an opportunity to make a lasting favorable
impression. Employees are given the tools to help rectify problems immediately
and turn issues into positive experiences.
V
Secret Service:
“Hidden Systems that Deliver Unforgettable Customer Service” –Small extras
can take customer service to the next level. For example: Personalize the service,
Listen to member complaints, utilize downtime.
VI Talk the Walk:
In this module, we carefully convey TELOS’ standard phone etiquette which will
ensure our customers are served concisely by a helpful & friendly staff member
each time they call.
VII Fostering TELOS Community:
The importance of fostering a sense of community among staff transfers to how
we treat our members. As a company we try to encourage community and focus
on how individual employees can contribute.

39. A Tribe is a group of
people connected to
one another, connected
to a leader, and
connected to an idea.

40. Provide an incentive to opt out!

41. Build A Sense of Community Around
Shared Values!

42. Creating Club Culture:
Reinforce It
Reward It

43. Corporate Culture:
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44. What's going on at TELOS? Stay in the know...
View this email in your browser
IT'S PERSONAL.
IT'S A GREAT DAY TO BE A PART OF TEAM TELOS.
Below are the weekly updates and recent CIA recipients.
CIAS:
Chris R.- for sharing our facebook posts and inviting friends to visit the club on
facebook.
Interns and Avri- for helping to prepare for the All Staff meeting.
Lindsay S.- for assisting with party décor.

47. All Hands Meeting Recipe:
- Food & Fellowship
- Welcome New Team Members
- Reinforce Company Values
- Provide Important Company Updates
- Have All Departments Represented
- Include A Meaningful Message
- Celebrate Company Milestones
- Publicly Recognize High Performers
- Offer Entertainment
- Give Stuff Away
- Do It Right

49. Personal note of congratulations!!!

50. Recognition & Reward
Programs

51. Sustaining Club Culture:
Identify It
Brand It
Commit To It
OWN IT.
Communicate It
Recruit It
Teach It
Reinforce It
Reward It

52. Creating & Sustaining Your Club Culture
www.brentdarden.com