Green Jacket Moment

I golf. Not well and not often, but I've played my share of 18 holes over the years. I married into a golf family - therefore, I learned the game and sport that is golf.

To be honest, the best part for me is just being outside in the sun (as I do not golf in rain or on cloudy days!) for 4+ hours walking around on grass. The fact that I hit the ball straight, but not far, is often the cause of much conversation. I have a natural talent for hitting straight - woohoo!

So, I was watching the Masters Golf Tournament on Sunday (naturally!), and saw the Mickelson finish and the tender moments with his wife and children. *Break to commercial.* When they came back from the commercial they were in Butler Cabin, ready to announce and award him the coveted green jacket (that, let's be honest, nobody would really ever wear if it was just a plain old jacket without meaning).

Here's the part that made me take notice - the President of Augusta (the course where the Masters is played) got to make the announcement and award the jacket to the winner. (I checked out Augusta's website to find information on how someone becomes President of the club, but couldn't find anything...maybe I wasn't looking in the right spot - so take notice - if your website is so confusing you can't find your board members...but I digress).

So it got me thinking, this guy is President of this golf course/club and THIS moment is his coolest duty. How could it not be? All the planning for this event every year, with different presidents, it was this moment in time that, IMHO, is the most special and spectacular.

This is not much different than how associations run...we work all year planning for our "Masters" event (Annual Meeting, tradeshow, etc.).

BUT...what is the "Green Jacket" moment at your event? Is it the speech from the podium recapping their year, is it handing over the gavel?

Again, IMHO, those aren't "Green Jacket" moments - they are just moments...ticks off the list of things to get done at the event (yeah, I know - governance is important - I'm not arguing that it's not - it's just not *fireworks*).

What is the tradition of your association that could warrant this totally cool moment that gives your Chair/President, who is a very special volunteer leader, their true shining moment? The moment that they will take with them forever and leave that warm fuzzy feeling about the association in their heart forever.

My question and challenge is this - Define what your associations "Green Jacket" moment could be if you really thought about it.

Now, I need to go...I have a noon tee time! ;+)

Lessons Learned from a Pooch Hotel?!

*Full disclosure right now – my dog, Hippo, is spoiled. Enough said…please continue reading.

As a dog owner who travels a bit for work and pleasure, the decision on where to board your pet while away is a big one. For me, and Hippo, it has a lot to do with the environment the dog will be in while I’m away – how much play time is there with other dogs, will they give medicine each day, will they bathe the dog before I get home – that kind of thing.

So if you’re evaluating boarding facilities – all of them have the basics – a cage for sleeping, a play area for group play and some sort of grooming facility. It’s the ones that go above and beyond that stand out.

It struck me a couple weeks ago when I had to drop Hippo off for a three night stay at Pooch Hotel (in Chicago – www.poochhotel.com) that there are quite a few similarities between the dog hotel and the hotel we stayed in – save for a few.

Pooch Hotel
The online boarding reservation system is a breeze and everything is handled at one time, on one screen – you can make the boarding reservation, you pick size of cage, treats or no treats at bedtime, spa (aka grooming) appt, individual walks to a park, etc.

Human Hotel
At a human hotel once you complete the online reservation, then you have to go back online or call the concierge to make dinner reservations, spa appts., court time/tee-times, etc.

Pooch Hotel
Upon arrival – all the desk staff welcomed Hippo by name without asking me who it was…Their secret? I’m not sure, but I think they take pictures of the dogs and keep them with the dog’s file.

Human Hotel
Travelers have the opportunity to provide profile information about their preferences – but are they taking advantage of it? I know I have a profile at Wyndham and when I stay there I get extra pillows and Diet Coke – I love it.

I encourage, not just the hotel world, but everyone including association professionals to capture and then use the information they have on guests/members to their advantage.

Clearly, Pooch Hotel is exceeding my expectations, and I will return. So, I ask, what are you doing to stand out and exceed your client/customer/guests expectations?

Are you a hotel? What do you provide your guests to keep them coming back?

Are you an association? How do you make your members feel like #1 all the time?

Are you a service provider? What do you do to make your clients feel cared for?

Share your thoughts – I look forward to them!