The first week of May found the McKinley team at golf club in the Montreal region to help their staff launch the 2007 season. In an environment where traditions are strong and staff loyalty and longevity exceptionally high, the manager recognized the value of taking a day to build strong relationships communications venues among his returning team and new recruits and rookies.

The focus was on building a team with the skills and trust to provide club members with service excellence and a truly memorable experience– be it in the locker room, on the course or in the club house. It was a chance for staff to examine what makes high performing teams tick as well as why some teams fail to function effectively.

Some “lessons learned” about service excellence that that staff took away include:

• Everyone makes a difference.
• Everything is built on relationships.
• You must continually create value for others, and it doesn’t have to cost a penny.

When it came to working together as a team, they found that some of the primary reasons teams fail to function effectively are:

• Absence of Trust
• Fear of Conflict
• Lack of Commitment
• Avoidance of Accountability
• Inattention to Results

Preliminary feedback on the day indicates that it was a great success and enjoyed by all.