A Complaint is a Gift: Understanding and Addressing Member Complaints
Dealing with member complaints is an inevitable part of club management—but what if you could turn complaints into opportunities for growth and engagement? Join us for an insightful online workshop hosted by the CMAE:
Date: 11 April 2025
Time: 9:30 AM – 12:45 PM (BST)
Presenter: Jerry Kilby CCM, Kanda Golf
Cost: £75.00
In this interactive three-hour session, Jerry Kilby will facilitate discussions, encourage idea-sharing, and equip you with practical strategies to handle the constant flow of member complaints with confidence and professionalism.
What You’ll Learn:
- Differentiating between reasonable and unreasonable complaints
- Developing and communicating an effective complaints procedure
- Training and empowering your team to manage complaints effectively
- Establishing a clear and enforceable Member Code of Conduct
- Understanding the essentials of Membership Disciplinary Policies and Processes
- Ensuring your club’s Articles, Constitution, Rules, and Byelaws are fit for purpose
This is your opportunity to gain valuable insights, share experiences with peers, and leave with actionable strategies to create a stronger, more positive club culture.
Spaces are limited—secure your spot today!
Jerry Kilby has spent over 40 years in senior management positions in the golf industry, including 10 years in General Manager roles at golf clubs in the UK and Dubai. Jerry has specialised in golf club governance since 2010, and was one of the team that helped in the development of the good governance guides that have been published and endorsed by the four Home Unions – England, Scotland, Ireland and Wales. More recently, Jerry has advised both England Golf and Wales Golf on club governance best practice, and has delivered educational workshops throughout the UK.
