Cultivating a Thriving Club Culture: An Interview with Three and Jackie Carpenter

In the competitive landscape of private clubs, creating a strong, positive culture isn't just a nice-to-have—it's essential when attracting new members and the best talent. Jackie and Three Carpenter are longtime professionals in the club industry and are also authors of the book "People First." Using their years of experience in the private club industry, Three and Jackie are uniquely positioned to share the critical importance of fostering a people-centric culture in private clubs. Their insights offer valuable lessons for club leaders looking to elevate their club's employee experience and, by extension, member satisfaction.

Key Moments:

• Introduction to People First Concept [00:00:44]: Three and Jackie Carpenter are introduced as club leaders and coauthors of "People First: The Five Steps to Pure Human Connection and a Thriving Organization."
• Employee-Centric Approach [03:56]: Three Carpenter emphasizes the importance of an employee-centric approach as the foundation for great member success in clubs.
• Credibility in Employee Branding [11:04]: Jackie Carpenter explains the concept of credibility as why someone should work at your organization, emphasizing the importance of consistent employee branding.
• Candor in Hiring Process [15:42]: The Carpenters discuss the importance of candor in the hiring process, describing it as a transparent, authentic, and genuine conversation rather than an interrogation.
• Cultivation of New Employees [21:57]: Jackie Carpenter explains the importance of nurturing new employees instead of the old "sink or swim" mentality, emphasizing support and reducing anxiety.
• Commitment and Team-First Mentality [26:30]: Three Carpenter discusses how to foster a team-first mentality among employees, drawing parallels to successful sports teams and emphasizing collaboration.
• Empowering Employees to Take Ownership [28:37]: The Carpenters explain the concept of "fluidity" in roles and the importance of empowering employees to take ownership beyond their job descriptions.
• Formulas for Employee Engagement [31:18]: The podcast discusses three formulas for building employee commitment: Confidence + Comfort = Contribution, Devotion + Daring = Determination, and Energized + Encouragement = Empowerment.
• The Importance of Caring [35:27]: Jackie Carpenter breaks down the concept of "love" in business using the acronym LOVE (Loyalty, Ownership, Value, Excellence) and emphasizes the importance of focusing on how employees feel.
• Adapting to Modern Workforce Expectations [39:15]: The Carpenters stress that a people-first mindset is now an expectation of the modern workforce, not just a competitive advantage, and suggest ways for clubs to adapt, including hiring culture-focused staff if needed.

 

Ed Heil [00:00:00] You're listening to Crushing Club Marketing, a podcast for progressive club leaders ready to increase their club's revenue. Time for Change begins right now.

Ed Heil [00:00:13] Creating a high performing team in any business doesn't happen by accident. It begins with strong leadership at the top and runs through an entire organization of four clubs through the membership. We know great culture when we see it, but building outstanding culture isn't easy. In this episode, you'll hear from Three and Jackie Carpenter, club leaders and coauthors of the book "People First: The Five Steps to Pure Human Connection and a Thriving Organization.".

Ed Heil [00:00:44] Thanks for listening. You know, bad culture when you see it and you also know amazing club culture when you see it. It's those clubs that they kind of seem like they're okay, but you're not really sure, those are the ones you got to wonder about. You can pick up on good and bad culture, by the way the staff treats you, how they talk to you, how helpful they are. And a lot of times it's just how attentive they are. And you also get a sense for culture when you meet the members and you hear how they talk about their club. Three and Jackie Carpenter have spent their entire careers in the private club industry. And in a business where customer service is expected to be at the highest level. They have created dynamic culture by building connected teams everywhere they have gone. If you know the Carpenter's or spent time with them, you know they are enthusiastic. They are focused and really positive. People who are passionate about helping people, especially their team