Max Passino Deboer, Director of Marketing & Membership for The Club at Mediterra in Naples, Fla., offers her views on how a club can provide the best service to its members. She says while a club cannot say “yes” to every request from a member, Deboer adds that a “no” should not be a blunt “no.”
“Ask Max” is a regular feature of C+RB’s monthly Membership + Marketing column, where Max Passino Deboer, Director of Marketing & Membership for The Club at Mediterra in Naples, Fla., answers questions sent in by readers.
(Have a question you want to “Ask Max”? Send it to [email protected])
The Club at Mediterra is a Distinguished Elite, Platinum Club inside the community of Mediterra, which has been named Community of the Year in Naples 12 times in 16 years.
Max is a veteran hospitality leader with a 15-year hotel career followed by an almost 20-year club career, the last 13 at Mediterra. Max is a proud member of the Membership Directors Association of Southwest Florida, whose program for exchanging ideas and information is unmatched.
Max’s passion is being helpful, so… let’s “Ask Max”!
I’ve always been told that the club belongs to the members and to give the best service, say yes to everything a member asks. That sounds impossible.
First, the club belongs to current AND future members. Second, it IS impossible. Sometimes the answer must be no. Such as when it’s a service you can’t possibly sustain or if it would be unfair to others. Perhaps the request goes against a policy that reflects your brand.
But really the answer is never just a blunt “no.” It’s a “no, but.” Anytime you take away with one hand, give something with the other.
Member: Hi, I’m busy—can you run out and pick up my dry cleaning?
You: Sorry, we don’t provide that service—but I will call around and help you find a delivery service. May I help you that way?
P.S. This answer has a hidden shoutout to my first GM in the club business. Hey!