How Private Clubs Can Deliver Member Experiences Like Disney
Crushing Club Marketing Podcast
In this episode of Crushing Club Marketing, Ed Heil sits with a 30-year Disney executive, Barry Jacobson, to discuss his extensive experience at Disney and private clubs. The conversation focuses on what it takes to create exceptional guest and member experiences through culture, standards, and leadership. Watch to learn how your club can elevate service quality, build community, and foster a passionate team to deliver memorable moments. Summary: 00:00 Introduction to Barry Jacobson's Career Journey 02:56 The Disney Experience: Creating Magical Moments 05:51 Private Club Management: A...
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Why Private Club Culture Starts and Ends With the GM
Crushing Club Marketing Podcast
Episode Description: Gregg Patterson has been studying private club culture since 1974. What he's found is that the generational divide everyone worries about is mostly a story clubs tell themselves. In this episode, Ed sits down with Patterson, longtime general manager of The Beach Club in Santa Monica and founder of Tribal Magic, to dig into what actually holds a club together across generations. They cover the real purpose of a rigorous admissions process, why board education starts years before anyone gets appointed, and how a general manager functions less as an operator and more as an...
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Behind the Scenes of The Olympic Club Video: What Makes it so Good?
Crushing Club Marketing Podcast
Producing a video for one of the most historic clubs in the country is one thing. Producing one that actually does it justice is another. In this episode, Ed sits down with StoryTeller's Creative Director Steve Mulholland to revisit the brand anthem video they produced for The Olympic Club in San Francisco. Three days of filming. Two very different locations. A club with more than a century of history. And a bar that was, by everyone's admission, set pretty high. Steve walks through how the project came together, from the planning decisions that shaped the shoot to the choices that made the...
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What Your Club's Tech Stack Is Missing and Why It Matters
Crushing Club Marketing Podcast
In this episode, Pat Damer, SVP of Revenue at Arcis Golf (70 properties, $1B portfolio), shares with Ed Heil how his company transformed from managing 3 clubs to 70 by prioritizing revenue operations, smart technology adoption, and member-first service. From sticky note CRMs to enterprise automation, Pat walks through the practical evolution of club operations and why revenue growth creates better member experiences. This conversation cuts through the usual tech-versus-tradition debate with clear examples of how automation enhances, not replaces, exceptional service. If you're managing one...
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Why Board Transitions Break Good Clubs (And How to Fix It)
Crushing Club Marketing Podcast
Episode Summary: In this episode, Ed sits down with Tom Wallace of Kopplin, Kuebler & Wallace to unpack why governance often breaks down during leadership transitions at private clubs. Drawing from his experience facilitating hundreds of board retreats, Tom shares a clear benchmark: only about 25% of clubs have governance truly dialed in. The conversation explores stewardship versus short-term decision-making, the importance of structure over personality, and how written systems, succession planning, and member communication protect a club’s mission, vision, and values. It’s a...
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The Private Club Member Lifecycle: Balancing Legacy and Future
Crushing Club Marketing Podcast
Episode Summary: In this episode, Ed sits down with industry leader Kris Butterfield Cance to explore one of the most urgent challenges facing private clubs today: generational transition. From outdated bylaws to evolving member expectations, Kris breaks down what clubs must rethink if they want to stay relevant and financially healthy in the next decade. She shares practical examples from her work at Bethesda Country Club and La Cumbre Country Club, offering a front-row view of what successful evolution looks like. This conversation is a candid, realistic look at how clubs can honor legacy...
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Private Club Leadership is Changing: A Conversation with Joel Livingood
Crushing Club Marketing Podcast
The role of the General Manager is evolving — and so are the expectations of private club leadership. In this episode, Ed Heil sits down with Joel Livingood, General Manager and COO of Interlachen Country Club, to unpack how mission, culture, and governance are redefining what it means to lead a modern club. Joel shares how Interlachen turned alignment into its greatest strength — guiding nearly a decade of growth, investment, and transformation. From establishing clear governance with the board to building a culture of empowerment among 400 team members, his approach offers a blueprint...
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Inside the Mid-Year Golf Life Navigators Report: Trends Shaping Private Clubs
Crushing Club Marketing Podcast
In this episode, Ed Heil and Jason Becker discuss the insights from the Golf Life Navigators mid-year report, focusing on trends in private club memberships, generational shifts, and the integration of real estate with golf communities. They explore the importance of understanding consumer preferences, the impact of service-based amenities, and the financial health of clubs in a changing market. Summary: 00:00 Introduction and Background on Golf Life Navigators 02:59 Understanding the Mid-Year Report and Its Importance 06:01 Generational Trends in Private Club Membership 09:01 Transition Times...
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The Culture Conversation Club Leaders Can’t Ignore: Why Your Staff Should Shape Your Strategy
Crushing Club Marketing Podcast
Private clubs are no longer just competing with each other for talent—they’re competing with every employer offering a flexible, supportive work environment. In this episode, Ed Heil talks with Meridith Picarelli-Khattar, Certified Club Manager and Certified Chief Executive, about what it really takes to build a team that delivers exceptional member experiences. Drawing from over 20 years in club leadership, Meridith shares why investing in people-first policies like parental leave, flexible scheduling, and employee development is no longer optional—it’s essential. If your club is...
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What Private Club Leaders Need to Know Before Producing a Club Video
Crushing Club Marketing Podcast
In this conversation, Ed Heil and Steve Mulholland discuss the intricacies of video production, emphasizing the importance of storytelling and understanding the audience's needs. They explore how to capture the essence of a club through various filming techniques, including documentary styles and the use of drones. The discussion also covers the significance of finding the right voices for interviews and mastering the art of conducting them effectively. In this conversation, Ed Heil and Steve Mulholland delve into the intricacies of video production, focusing on the art of cinematography, the...
info_outlineEpisode Summary:
In this episode, Ed sits down with industry leader Kris Butterfield Cance to explore one of the most urgent challenges facing private clubs today: generational transition. From outdated bylaws to evolving member expectations, Kris breaks down what clubs must rethink if they want to stay relevant and financially healthy in the next decade. She shares practical examples from her work at Bethesda Country Club and La Cumbre Country Club, offering a front-row view of what successful evolution looks like. This conversation is a candid, realistic look at how clubs can honor legacy while creating space for the future.
Key Moments:
3:20 — Why Kris wrote her Boardroom Magazine piece
Kris explains the conversations and frustrations she heard at PCMA that inspired her to address generational stagnation head-on.
5:15 — What younger generations actually want from clubs
From flexible programming to redefining tradition, Kris breaks down what Gen X, Y, and Z members value in club experiences.
7:55 — Balancing legacy expectations with modern needs
Ed and Kris discuss how clubs can preserve tradition while adapting formats, events, and amenities.
10:05 — Community as the real differentiator
A look at why everyday experiences—card rooms, family zones, outdoor gathering spaces—matter more than once-a-year blowout events.
12:25 — The financial urgency behind generational transition
Kris and Ed dive into wait lists, initiation fee trends, and the wealth transfer that will shape clubs through 2045.
14:10 — How one traditional club successfully modernized
Kris shares the transformation at Bethesda and how they rebalanced their member demographic.
17:50 — The importance of board clarity: mission, vision, values
Kris explains why cultural alignment must start in the boardroom and how clubs can implement practical systems.
22:20 — Transparency without oversharing
They unpack the difference between healthy transparency and giving members unnecessary or harmful detail.
26:55 — What data reveals about actual member behavior
Kris explains how usage patterns—not just event attendance—should inform decision-making.
31:00 — Should younger families “skip the line”?
Kris addresses the controversial question of whether clubs should prioritize young applicants over older prospects.
34:40 — Final takeaway: Relevance over replacement
Kris closes with the core truth: clubs don’t need to choose one generation over another; they need to stay relevant to all.