From the Desk of D.Jay Ellis...

As I reflect on 2009 and the challenges presented to our industry, as well as others across the board, I realize that none of us are so big we are beyond worrying about saving pennies. After all, a penny saved is a penny earned.

While cost savings is a major factor in business, today's operators are faced with the need to create Value Adds while closely managing their budgets. For many of us, customer service is the key component. A group of friends and I recently experienced how customer service can either greatly enhance or seriously detract from the pleasure of a golf game or an evening out for dinner.

Twenty of us played a round at an upscale private club. Afterwards, we decided to stay for dinner but the club was extremely busy due to a popular weekly dinner special. Even though the dining room was full, and we weren’t interested in ordering the special, the manager seated us in a private room. The chef came in to discuss the menu and prepared a complimentary dessert as well. A true success story on customer service - above and beyond the norm.

Our same group played another comparable course the next day. We wanted to order breakfast, but were told service would be discontinued at 11:00. It was 10:50. After much conversation, and negative attitude, we were allowed to order. Upon finishing our round, we went into the clubhouse for a cocktail and appetizers. There was a private party in the bar so we asked to sit on the patio. After hearing excuses as to why they couldn't accommodate our group, we drove to a local sports bar. The manager was elated to have our business and hurried to arrange tables to seat us all. Thirteen of us stayed on for dinner. The manager increased his revenue on a slow weeknight and we enjoyed excellent customer service, atmosphere, food and beverage. A win-win and he has created return business for his establishment. The same cannot be said for the former example, as we will not be playing golf there in the future.

I think the point is quite clear. At the end of the day, customer service can make or break even the most exclusive club or organization. This is one of the reasons why VGM Club has seen success when others may have fallen by the wayside. It is thanks to our excellent member services provided by the best team in the business. Yes, we offer many opportunities to save you money, to earn cash rebates, but it’s our people who make the difference.

Under the umbrella of VGM Group, 14 individual companies are each held accountable for their respective spend and performance. With combined members and partners totaling over 8,000, our Employee Owned organization stands united in support of all endeavors. Even with the diversity of industries represented within the group, the common thread for all is we are Member Service Organizations.

I am very proud of the membership growth we have seen since 1994, along with the numerous improvements in manufacturer programs and services. It is important in this economic climate to maximize the tools offered by way of RFP's, consulting, savings, cash rebates and, last but not least, member services. Our challenges are yet to be over and I believe VGM Club can provide substantial benefits to see you through the economic recovery sure to take place in 2010.

Clean Image Essential to Pleasing Members

Your members pay a premium to enjoy all the benefits of your club. One area that should never be neglected is the overall appearance of your facilities. A clean, safe appearance is expected and Edward Don & Company can help with our complete line of cleaning, sanitizing and deodorizing products.

Starting in the locker rooms and restrooms, Don offers a range of disinfectant, deodorizing cleaners including Bath-Plus (1J541), Staph Ban (1J230 series) and Don-O-Mite (1J606) series. Most of these products are available in aerosol and liquid form. You can ask your Don Representative which product is best for your application.

For walls and floors Don's line of Deodorizing Cleaners does the trick. Try Mint-N-Clean (1J136 series), Lemon Air Plus (1J59 series), Pine Air Plus (1J49 series), or Don Clean (1J45 series). When it comes to glass surfaces throughout your club, Mir-O-Spray Glass Cleaner (1J331) leaves a clean, streak-free surface and is formulated several ways to fit any cleaning job

If you've got some really tough cleaning and degreasing jobs, Don has the answers with Super Jet Solv (1J320 series), Citrus Solv (1J332 series) and Don Amic (1J544). These powerful cleaners and degreasers are great for cutting grease and deep soil and they all have fresh fragrances.

This is just a small sampling of the products Don has to help keep your club clean and neat. They also carry soap and towel dispensers, can liners, waste receptacles, gloves, matting, mops, brooms and more. In short, Don carries everything you need to keep your club looking great, your members coming back, and new members joining up.

Ask your Don representative to see the latest Don Sanitation & Maintenance Advisor, coming in late January.

Check out the Edward Don & Company website at www.don.com.

Good Help is Easy to Find with Labor Ready

Labor Ready understands just how much it takes to pull off an event or get your business ready for busy season. As an on-demand labor company and preferred provider for VGM Club members, Labor Ready is ready to assist with everything from setting up for events to landscaping to make sure the course is ready to go.

In order to ensure the partnership is a success, they have put many services and benefits specific to VGM Club members in place.

• Workers are available 24/7 to help you maximize efficiency.
• VGM Club members are offered preferred provider pricing, which is an average of 10% less than the average bill rate for a National Account.
• Bill rates include all workers' compensation, unemployment and payroll taxes.
• Members receive a half percent rebate with a minimum of $10,000 in annual spending per course. The rebate is paid annually and is paid only on invoices paid within terms.
• Labor Ready is an IMAGE Partner with Immigrations and Customs Enforcement to ensure that their workers are properly documented.
• Labor Ready has a comprehensive safety program in place that ensures all of their workers are sent with the necessary personal protective equipment for their job as described by the customer. All workers also receive general safety education and must pass a safety quiz before being sent to jobsites.
• Workers are available for jobs such as landscaping, maintenance, clean up, events and hospitality, equipment operators, banquet servers, kitchen help, parking and valet and general labor.
• Labor Ready has over 600 branches throughout the US, Canada and Puerto Rico to serve you.

Labor Ready's highest priority is to provide you with dependable temporary labor that enables you to get the job done. The services and benefits they provide are just some of the ways they make that possible. They look forward to partnering with your company and learning about your business needs. Please visit www.laborready.com for more information or contact Ryan Sullivan at 800-850-9118 or VGM@laborrready.com to register and place your first order.