Top Take-Aways:

The Framework: K I N D

K — Kind Over Right

Make exceptions to create exceptional experiences. Choose solutions and dignity over rigid policy.

• F&B: “Yes” to the waffle, fresh pastry instead of the last stale slice; serve the “cheeseburger without cheese” without correcting the guest.

• Golf: Accommodate late arrivals; place groups thoughtfully; invite wait-listers to experience the club.

• Membership: Proactively include prospects in pairings/events.

• Accounting: Lead with how we can help when resolving payment issues.

• Key idea: Flexibility builds trust, retention, referrals, and reputation.

I — Include Others

Invite, involve, and encourage—physically and intellectually.

• The “Thursday Ladies” story: small, human gestures (coffee, cake, a song) can transform a day.

• Onboard teammates like members: intros, shadowing, lunch invites, names remembered.

• Encourage from the side: notice who hasn’t spoken or contributed yet and draw them in.

• Mantra: Be where your feet are. Presence makes people feel seen.

N — Notice • Anticipate • Overdeliver

See something—do something. Delivering is expected; over-delivering is exceptional.

• Merch: Proactive purchase for a member when stock was out.

• Grounds: Friendly waves that members rave about.

• Golf: Call the reciprocal club to pair guests well; brief them before they ask.

• F&B: “Cheat sheet” for preferences/allergies; mocktails for non-drinkers that look like the group’s cocktails; serve favorites before they ask.

• Accounting: After batch statements, re-send ~30 individually so spam filters don’t block them.

• Membership: Wait-list “Nine & Wine,” then share contact lists so relationships continue.

• Filter: Is it delivering (expected) or over-delivering (unexpected, personalized, story-worthy)?

D — Doing Great

Three words that change culture: “You’re doing great.”

• Use them with members and teammates, especially the quiet ones.

• The “Ben” story: sometimes people never hear it at home; leaders can be that voice.

What you said (and what it means)

• Differentiator: Feel—how Pelican Marsh makes people feel.

• Obstacles: Time, people dynamics/negativity, constant interaction load. → KIND is a toolkit, not fluff.

• Happiness: A daily act of kindness lifts mood and momentum; stack it for a week.

Daily/Weekly Micro-Actions (clipboard this)

1. Name + Notice: Use names once per interaction; capture one preference.

2. First 10 Feet Rule: Eye contact, smile, wave—create “home” fast.

3. Turn 1 “Yes”: Offer a helpful “yes/alternative” before explaining constraints.

4. 30-Second Save: Fix a small problem on the spot (refresh, reseat, reroute).

5. One Inclusion/Day: Invite someone new to weigh in or join.

6. Gratitude Ping: Give one specific thank-you because…

7. #BeBamboo: Flex the rule without breaking standards.

8. Expectation Echo: Repeat back requests, then add one helpful option.

9. Wave & Walk-By: Don’t wait to be approached—initiate contact.

10. Do > Decide: Write 3 actions you’ll do today to improve someone’s experience.

Commitments (make it stick)

• My three “Do’s” this week: __________________ / __________________ / __________________

• Where I’ll flex (#BeBamboo): ______________________________________

• Who I’ll include/coach up: ________________________________________

Kind Over Right.

Include Others.

Notice. Anticipate. Overdeliver.

Tell them they’re Doing Great.

Make it a habit, and Pelican Marsh keeps feeling like “home.”

 Closing Affirmation Idea:

“Today, I choose kindness — not just when it’s convenient, but especially when it’s not. I vow to be kind over right, to include others, to notice and overdeliver, and to remind others (and myself) that we are doing great — even on the days we don’t feel it. I choose to do what most people don’t — and to make kindness my legacy.”

Most People Don't website

  https://bartaberkey.com