For Club Staff
This guide covers the CRM features most relevant to front-desk staff, pro shop employees, and other club personnel who interact directly with members.
Your Daily Tasks
As club staff, you'll primarily use the CRM to:
SEARCH
Look Up Members
Quickly find member information when they check in or call
Learn more
USER
View Member Details
See contact info, membership status, and preferences
Learn more
EDIT
Add Notes
Record important interactions and member feedback
Learn more
ALERTCIRCLE
Check Alerts
See any flags or special instructions for members
Learn more
Quick Member Lookup
At Check-In
When a member arrives:
- Open the CRM or press Ctrl/Cmd + K for quick search
- Type their name or member number
- Click their profile to view details
You'll immediately see:
- Photo (if available) - Verify identity
- Membership status - Current, expired, on hold
- Balance - Any outstanding payments
- Notes - Special instructions or preferences
Handling Phone Calls
When a member calls:
- Ask for their name or member number
- Search in the CRM
- View their profile while you speak
- Add a note about the call if needed
Keep the CRM open in a browser tab throughout your shift. Use keyboard shortcuts for faster navigation.
Understanding Member Profiles
Key Information
| Section | What You'll Find |
|---|---|
| Header | Name, photo, member number |
| Contact | Phone, email, address |
| Membership | Type, status, expiry date |
| Preferences | Communication preferences, interests |
| Notes | Staff notes and history |
Status Indicators
| Status | Meaning | Action |
|---|---|---|
| 🟢 Active | Current member | Normal service |
| 🟡 Expiring Soon | Membership ends within 30 days | Mention renewal |
| 🔴 Expired | Membership has lapsed | Check with management |
| ⚪ On Hold | Temporarily paused | Check details |
Flags and Alerts
Watch for these alerts on member profiles:
| Flag | Meaning |
|---|---|
| ⚠️ Outstanding Balance | Payment overdue |
| 📝 Special Instructions | Read notes carefully |
| 🎂 Birthday | Wish them happy birthday! |
| ⭐ VIP | High-value member, extra attention |
| 🆕 New Member | Recently joined, be welcoming |
Adding Notes
When to Add Notes
Add a note when:
- Member shares feedback
- You resolve an issue
- Member mentions preferences
- Something unusual happens
- Management requests documentation
How to Add a Note
- Open the member's profile
- Click Add Note in the Notes section
- Select the note type:
- General
- Feedback
- Issue
- Preference
- Staff Communication
- Write your note
- Click Save
Writing Good Notes
| Good Note | Why It's Good |
|---|---|
| "Member mentioned their knee injury - prefers cart on longer rounds" | Specific, actionable |
| "Complained about slow play on Saturday. Offered apology and complimentary range balls" | Documents issue and resolution |
| "Prefers to be called 'Dr. Smith' rather than first name" | Personal preference recorded |
| Poor Note | Why It's Poor |
|---|---|
| "Talked to member" | No useful information |
| "Was unhappy" | No context or resolution |
| "See file" | What file? |
Notes are visible to other staff and potentially management. Keep them professional and factual. Avoid personal opinions.
Handling Common Scenarios
Guest Check-In
- Search for the member hosting the guest
- Note the guest in their profile if needed
- Verify guest fees are appropriate
Membership Questions
When members ask about their membership:
- Pull up their profile
- Review the Membership section
- If you can't answer, note the question and escalate
Upset Members
When a member is unhappy:
- Listen actively
- Check their profile for context
- Document the issue in notes
- Escalate if needed
- Follow up as appropriate
New Member Welcome
When greeting new members:
- Their profile may have a New Member flag
- Be extra welcoming
- Offer to answer questions about the club
- Note any feedback about their onboarding
Pro Shop Tasks
Customer Purchase History
View what members have purchased:
- Open their profile
- Go to Purchase History (if available)
- See past transactions
This helps with:
- Recommending products they might like
- Checking warranty on items
- Understanding their preferences
Special Orders
When processing special orders:
- Add a note with order details
- Include expected arrival date
- Update when order arrives
What You Can't Do
Some features require higher permissions:
| Action | Requires |
|---|---|
| Delete member records | Admin |
| Merge duplicate members | Marketing/Admin |
| Send bulk communications | Marketing/Admin |
| View all member data | Marketing/Admin |
| Export data | Admin |
If you need to do something you can't access, contact your manager.
Tips for Efficiency
Keyboard Shortcuts
| Shortcut | Action |
|---|---|
| Ctrl/Cmd + K | Quick search |
| Ctrl/Cmd + N | New note |
| Esc | Close current panel |
Browser Tips
- Keep CRM in a dedicated tab
- Use bookmarks for quick access
- Enable browser notifications for alerts
Time Savers
- Learn member numbers of frequent visitors
- Use search filters to narrow results
- Check recent interactions before each conversation
Getting Help
Common Questions
Q: I can't find a member
- Try searching by phone number or email
- Check for spelling variations
- They may be under a spouse's account
Q: The profile information is wrong
- Add a note documenting the correct info
- Tell your manager to update the record
Q: I need to do something I don't have access to
- Document what's needed in a note
- Contact your manager
- They can do it or escalate
Who to Contact
| Issue | Contact |
|---|---|
| Technical problems | IT / Support |
| Member data questions | Marketing Manager |
| Access requests | Your Manager |
| Urgent member issues | Duty Manager |
Related Guides
- Finding Customers - Advanced search techniques
- Customer Profiles - Profile details explained
- Customer Scoring - Understanding member engagement
- Getting Started Overview - Navigate the system