What standards are necessary to build a successful club?

In this episode of Racquet Fuel, hosts Kim Bastable and Simon Gale talk with Consultants Doug Cash and Ajay Pant about the importance of standards in business, particularly in the context of tennis clubs. They explore how standards define a brand, the necessity of enforcing them, and the challenges of managing high performers who may resist compliance. The conversation also delves into the consequences of lacking standards, the process of building a new culture, and the role of leadership in maintaining quality control. Both Doug and Ajay emphasize the need for transparency, team involvement, and the evolution of standards over time to ensure a consistent and high-quality customer experience.

What You’ll Learn:

• Standards are essential for setting expectations before hiring.
• The bigger and more corporate the club, the more likely they have written standards.
• Enforcement of standards is often lacking due to confrontation skills.
• Standards should evolve as the business improves.
• Involve the team in developing and agreeing on standards.
• High performers can be the hardest to manage when they resist standards.
• Quality control is crucial for maintaining product consistency.
• Transparency with standards helps in building trust with employees.
• The culture of a business is reflected in what happens when no one is watching.
• Hiring for cultural fit is vital for maintaining standards.

Hosts:

Kim Bastable - UF Director of Racquet Sports Education
Simon Gale - USTA Leader & Facility Executive

Guest:

Ajay Pant - CEO & Owner of Karundy Consulting

Doug Cash - CEO & Owner of CashFlowTennis

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