The Engaged Club

The Club Management & Marketing Podcast with Jim Hope & Roger Kingkade

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Latest Podcast Episodes


What every club should include but no club does in annual budgets



In this episode, Roger proposes an interesting and innovative idea that all clubs should consider when they set their annual budgets. The club that invests in disruption,...


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Make the Last Seconds Count



Jim Hope’s “9 Traits of Remarkable Service.” Trait #9 – Make the Last Seconds Count. Our customer’s experience with us doesn’t end until our last possible interaction...


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Create That Wow Experience



Jim Hope’s “9 Traits of Remarkable Service.” Trait #8 – Create That Wow Experience What could you do in serving your customer that would leave such an...


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Redefine Routine Activities



Jim Hope’s “9 Traits of Remarkable Service.” Trait #7 – Redefine Routine Activities Our work is often a series of routines. Enthusiastic, giving servers inject personality and...


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Own and Fix the Problem



Jim Hope’s “9 Traits of Remarkable Service.” Trait #6 – Own and Fix the Problem How many times have you been out and you raise an issue...


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Bend the Rules Sometimes



Jim Hope’s “9 Traits of Remarkable Service.” Trait #5 – Bend the Rules Sometimes. Sometimes it makes sense to bend the rules a little. The result can...


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Recognize and Seize Moments of Truth



Jim Hope’s “9 Traits of Remarkable Service.” Trait #4 – Recognize and Seize Moments of Truth We are confronted with “Moments of Truth” every day. These are the...


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Listen Effectively and Honestly



Jim Hope’s “9 Traits of Remarkable Service.” Trait #3 – Listen Effectively and Honestly When we serve, we owe it to our customers and to ourselves to listen...


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Give the Customer your Undivided Attention



Jim Hope’s “9 Traits of Remarkable Service.” Trait #2 – Give the Customer your Undivided Attention Have you ever been served by somebody who wasn’t really present in...


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Jim Hope's 12 Rules of Club Management


Jim Hope’s Rules for Club Management: Rules 1 & 2



The start of a series of podcasts on Jim Hope’s “Rules of Club Management.” These are must-listen episodes that will benefit you and your club for years...


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Jim Hope’s Rules for Club Management – Rules 3 and 4



Jim’s 12 Rules of Club Management: Rule 3 – It has to Have a Social Component. Your club may attract members with your terrific amenities, but the...


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Jim Hope’s Rules for Club Management – Rules 5 and 6



Jim’s 12 Rules of Club Management: Rule 5 – Bring it Every Day or Go Home. Your members and your team have reasonable expectations. It’s important to...


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Jim Hope’s Rules for Club Management – Rules 7 and 8



Jim’s 12 Rules of Club Management: Rule 7 – It’s Not Your Club. The club you run belongs to your members and your desires or ideas might not...


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Jim Hope’s Rules for Club Management – Rules 9 and 10



Jim’s 12 Rules of Club Management: Rule 9 – Positive Challenges Need Trust. As a manager, you’ll want to challenge your staff to make sure they’re giving their...


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Jim Hope’s Rules for Club Management – Rules 11 and 12



Jim’s 12 Rules of Club Management: Rule 11 – Do Work Plans, Not Performance Reviews. Goal-setting and regular check-ups with your staff are important for maintaining a strong...


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