Michelle Polak, CMP, Bookkeeper/Membership Director at Yellowstone Country Club in Billings, Mont., saw an opportunity to revitalize and personalize the club’s approach to welcoming new members. “I adore my job and our clubhouse, and through these welcome boxes, I get to share a piece of this love and pride with every new member,” she says.
At the Yellowstone Country Club, a private, member-owned club established in 1949, we pride ourselves on offering a superior club experience every day. With more than 700 members, including 500 full golfing memberships, our mission is to create an environment where both members and guests feel uniquely valued and connected.
The Evolution of Membership Onboarding
When I assumed my position in 2017, the onboarding process was straightforward, yet lacked a personal touch. Members would fill out an application, await board approval, and become a part of our community. Initially, we provided membership baskets that the new member had to personally come pick up, but as these began to pile up in our office, unclaimed, we realized the need for a change. This led to the discontinuation of the baskets, a decision that surprisingly didn’t draw much attention.
However, with the reorganization of duties in early 2023, I saw an opportunity to revitalize and personalize our approach to welcoming new members. This endeavor began modestly with a gift of a postcard set featuring the original architectural drawings of our renowned golf course and their By-Law/Rule book.
Introducing the New Member Welcome Boxes
Our new member welcome boxes have since evolved into a more robust and thoughtful offering. Each box, adorned with lively images of our club, contains a carefully selected array of items:
• A travel bag to enjoy the extras that are needed for the pool
• Specially branded golf towel for only the new members (this lets me see how many members are using their goodies!)
• Two pairs of stylish sunglasses
• YCC-branded lanyards and keychains, adding a touch of exclusivity
• A four-postcard set showcasing the original designs by Robert Trent Jones, Sr.
• A Rule & By-law and membership directory book, pens, notepads, and stickers (I like to make sure there are two stickers for every kiddo!)
• A unique USB flash drive loaded with essential membership documents and a warm “Welcome to the Club!” message
These items are meticulously hand-tied with a branded ribbon, topped off with a beautifully handcrafted bow. This personal touch, I believe, sets our welcome boxes apart.
Impact and Feedback
The response to the new boxes has been overwhelmingly positive. New members appreciate the immediate access to crucial membership information, and existing members have expressed a desire for such a thoughtful welcome. Interestingly, our older members often call to inquire about the ‘doohickey,’ referring to the USB flash drive! In their defense, if you didn’t know technology well, you wouldn’t know it was a flash drive!
Future Plans and Personal Reflections
Looking ahead, our goal is to tailor these boxes more specifically to each new member’s type of membership. For example, resident members might receive golf balls, while court sports and pool members could find goggles and tennis/pickleball balls in their welcome kits.
This project holds a special place in my heart. I adore my job and our clubhouse, and through these welcome boxes, I get to share a piece of this love and pride with every new member. It’s not just about handing out gifts; it’s about crafting an onboarding experience that resonates with our members’ passions and interests, fostering a deeper connection with our club from day one.
As we continue to innovate and adapt, our focus remains on enhancing the member experience, ensuring each individual feels a part of our cherished YCC family. Stay tuned for more updates as we embark on this exciting journey of creating memorable, personalized welcomes for every new member who joins our esteemed community.
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