Manage to Meet Expectations

Throughout my career as a club manager, I was responsible for significant capital expenditures at each property for which I assumed responsibility.  Delivering successfully on these projects provided me with career milestones.  Communication was likely one of the most important factors in achieving these successes.  Not all of the projects were completed precisely as originally intended.  However, all were completed as expected because we took great care to manage the expectations.  Keeping members informed as the projects proceeded was a critical to ensuring that when we delivered the news, good or bad, it was never a surprise.

Developing a transparent operation is fundamental to establishing trust with the Membership.  When members know what to expect, they can and usually will offer opinions as to the outcome they prefer or desire.  Knowing what members want is key to giving them what they expect, or at the very least, puts you in position to consider ways that you might go about changing those expectations.

In determining what members want, it is important to give the "usually silent majority" a voice.  You likely already know what the "vocal minority" are seeking.  However, their views may not be representative.  One of the best ways to determine what the entire membership wants, is to ask them.  Using a properly developed poll or survey for this purpose can provide quantifiable results on which to base plans for change in the future.