Club Insider

Details Matter

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Bill McBrideBill McBride

A Life Well Lived is about each Moment in Life. Just like life moments, success is a matter of each detail. Vision and Strategy are critical to success, but it's the execution of operational and logistic details that win the day. In our business of member experience, safety, results and delivering service excellence, mastering the details is the difference between well-intentioned and actual stellar outcomes. I'd like to share some of the details that may seem individually small in nature but have a great combined impact on being excellent. The great news is this approach doesn't cost anything (or very little) to implement. It does, however, require your commitment to being great at delivering the best experience for your members.

"If you take care of the small things, the big things take care of themselves. You can gain control of your life by paying closer attention to the little things."

-Emily Dickinson (1830-1886)

"If you can't do the little things right, you will never do the big things right."

-William H. McRaven, Admiral, USN

"You will not find it difficult to prove that battles, campaigns and even wars have been won or lost primarily because of logistics."

-General Dwight D. Eisenhower

I'd like to share some of my thoughts on "Little Big Things" that I believe matter. As I tour clubs, gyms, corporate fitness centers, medical wellness centers, studios, community centers and just about every other type of model one can imagine, one thing that stands out is the attention paid to the details and what some may consider small things, if not trivial items. These observations are from my own sites and just about every other site imaginable, as I have toured many hundreds of clubs in my travels. And for the record, I have been ridiculed for some of my non-negotiable idiocentric items, such as pushpins on bulletin boards, but I'm convinced that collectively managing these things has a big impact on a club's success and brand position.

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