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Education "Club-i-Tude (noun): The Art of Growing and Keeping Your Club Members" and Business Meeting
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Reservations are allowed from 2/16/2013 10:00:00 AM to 4/12/2013 10:00:00 AM
Education "Club-i-Tude (noun): The Art of Growing and Keeping Your Club Members"
Wednesday, April 17, 2013
Eastward Ho! Country Club, Chatham, Mass.
Our Host John Dufault, CCM, CEC and Evelyn Liu

  • 9:30 AM Registration 
  • 10:00 AM Education: "Club-i-Tude – (noun) The Art of Growing and Keeping Your Club Members."* with Beth Terry, CSP. Co-Sponsored by PCMA.
  • 1:00 PM Chapter Business Meeting* followed by Lunch
  • Limited Golf Availability Following Lunch compliments of Eastward Ho! Country Club, register separately here, limited to 16 players, proper golf attire required, Please read our complimentary golf policy.

     Chapter education and 1.0 Association Activity credits awarded for attending education session and Chapter business meeting.

Club-i-Tude – (noun)
The Art of Growing and Keeping Your Club Members

Perhaps one of the most important skills in the Service Industry is Insightfulness – the ability to understand your members more than they do. And it’s the most vital skill to develop in your employees.

Insightfulness is the art of understanding and responding to Expectations. When expectations aren’t met, your members are upset. Their upset has a cascading effect

and can cost in terms of distraction, time, money and lost members. Does this mean you bend to every expectation? No. But you must anticipate and respond with either a change in policy, a change in behavior, or by increasing the understanding of the “expecter” so they are comfortable with the situation as it needs to be.

The way you communicate to your members will:  
  1. help form their expectations, and
  2. help them feel special even when they can’t have everything they want. It’s a delicate balance and the core of the service industry.
Club Members want to feel special. Why did they join your club? What do they need to feel they made a good choice? How have their original reasons changed? How have you changed to meet those developing needs?

This 3-hour workshop will cover three core areas in response to the above:

1. Creating a Positive Club-i-tude Culture
  • Perception is Reality – The mind sees what we tell it to see
  • The Four things everyone needs
  • Three things we all want
  • Managing negative situations with grace and detachment
  • Inspiring spontaneous loyalty in staff and members
2. The Art of Expectations
  • What do your employees expect?
  • What do your members expect?
  • Engaging Employees in Solution-based thinking
  • Turning potential disasters into loyalty inducing events
Attire and Pricing
  • Lunch $35.00 per person, Business Meeting and Education Only, no charge
  • Business casual, collared shirt required
  • Golf compliments of Eastward Ho! Country Club
  • Proper golf attire

Please RSVP by reservation deadline date of Friday, April 12th at 10:00 a.m.

  • Reserve Now Here Online 
  • Call Laura Ryan, NECMA Managing Director at (774) 430-9050 or
  • Fax at (774) 430-9051
  • Send email to reservations@necma.org
  • Register separately for Afternoon Golf here, limited to 16 players, proper golf attire required, Please read our complimentary golf policy below.
To cancel an existing reservation:
NECMA Members: Please "Click here to Register" and then your registration number to retrieve and cancel your event registration at least 48 hours prior to the meeting. 
Non-NECMA Members: Please email NECMA Reservations at reservation@necma.org
In the absence of such written cancellation (no show), managers/guests/attendees will be billed in accordance with our event cancellation policy.


NECMA Education and Business Meetings are now broadcasted live. If you are unable to attend, you may watch the event on your computer or mobile device by going to  this web page or the NECMA YouTube channel
The live broadcast will begin shortly before the start of the meeting (scheduled for 10:00 a.m.), please stand by for the page and video load.

NECMA Education and Business Meeting video recordings are archived and found on the NECMA YouTube channel.

Complimentary Golf Policy (01/23/2007) 
When golf is offered by
NECMA Member managers in conjunction with a chapter meeting, golf play will be allocated on a first come/first serve basis, and limited to CMAA Member managers and one preferred guest, who must be a manager's club official or club employee. All golfers must attend the education session and social event preceding or following golf, and pay the applicable fees. Preferred guest attendance shall be limited to two rounds of golf at Chapter meetings per year. Other guests will be permitted, on a space available basis, one week in advance of a meeting. 

Guest Speakers

Beth Terry, CSP, Beth Terry Seminars, Inc.

Beth Terry, CSP, has that unique point of view. She has overcome numerous personal and business challenges that have served to make her stronger and more resilient. She has managed hundreds of people in a variety of industries — Service, Retail, Insurance, Real Estate, and Tourism. And her motto – “WHAT’S THE LESSON?” has served her well. And her audiences benefit from her stories of strength and survival.

When things go wrong, you can sit and pout… or you can stand up, dust yourself off, and get back on the horse. Beth chooses the horse. No matter how difficult life looks, there IS a way to find a new beginning. There IS a way to move forward, one baby step at a time if necessary.

Beth is a big hit at Corporate Events and Women’s Retreats. Her workshops and programs speak right to the heart of the matter. She doesn’t pull any punches. There is no silver bullet. You can’t “do anything you want with your life” — that’s an unrealistic expectation and it harms rather than helps. Instead, Beth serves up a healthy dose of real solutions with a dash of humor and a twinkle in her eye. She believes in you and your teams more than you do. And she’ll help them use new logic and new ideas to move out of the doldrums and back to a healthy and productive life.

In 2006, Beth was presented with the highest earned designation from the National Speakers Association (NSA): the Certified Speaking Professional (CSP). To date, 650 speakers out of thousands internationally have received that designation. Beyond the privilege of that designation, Beth is honored and touched to have received it on her late father’s birthday. He was also a member of NSA.

Perhaps the most telling sign of Beth Terry’s effectiveness is that her clients ask her back again and again, and the majority of her business comes from referrals. Beth’s Client List.

Beth Terry’s down-to earth style, practical message, and sense of humor have earned her high marks with meeting planners and attendees alike. Her presentations are carefully crafted to meet the needs of her audiences. Beth engages her clients, learns about their challenges, and then brings real life examples and practical advice to her listeners. Read her Testimonials to get a feel for the excitement and changes Beth creates in her audiences.

Bring Beth Terry, CSP, in to your conference, meeting, or training program. She enlightens, enlivens, and entertains with style, substance, and humor. Beth is unique and unforgettable.

Beth Terry Seminars, Inc.
610 E Bell Road, Suite 2-385
Phoenix, AZ 85022
Phoenix and Int’l: +1 602.788.8298
Twitter: @BTSpeaker
LinkedIn: LinkedIn.com/in/bethterry

Please Reserve by Fri Apr 12th at 10:00 a.m.
Reservations placed after the deadline will require a telephone call to Laura Ryan at (774) 430-9050.

325 Fox Hill Road, Chatham, MA 02633
Tel (508) 945-0003

 Copyright © 1997-2016 New England Club Managers Association (NECMA). All rights reserved. 
Education "Club-i-Tude (noun): The Art of Growing and Keeping Your Club Members" and Business Meeting
Wednesday, April 17, 2013 10:00 AM
Eastward Ho Country Club, Chatham, MA
Our Host John Dufault, CCM, CEC and Evelyn Liu
Reservations are allowed from 2/16/2013 10:00:00 AM to 4/12/2013 10:00:00 AM