An 18-Hole Attitude Towards Building a Culture of Excellence

Dry rates from high school went to college for a year. Actually, a semester had to come home. He was like, man, I don't know what I'm gonna do with the rest of my life. And luckily, God put me in a position where I knew people to help me get ahead, and I was able to take advantage of that. And that's when I was introduced to this industry. Right? Yeah. And from then, thirty one years ago, and it has been a a absolutely treat and, a learning experience every step of the way. Yeah. Hello. My name is Matt Brose of Lockton. In my role, I consult with employers all around the country related to their employee benefit strategy. We're in conversations all the time about how to attract the best talent and get the best out of their people. Work ethic, integrity. Those are all traits of people that pursue excellence, and it doesn't even stop there. From the boardroom to the store room, we're gonna find out what drives those people. Welcome to the Excellence culture. This is gonna be an excellent adventure. Welcome to the Excellence culture. My name is Matt Bros with Lockton, and I am really excited to have in the seat next to me. Brian Early, who is the general manager of Glen Eagle's Country Club. Here in the Dallas area, And I've had the fortune of working alongside, I guess, as a colleague, maybe not alongside at the same club back when I was in the golf business. A while back before I got in the insurance industry. But we worked for the same management company. He was a general manager of a club. I was a general manager of a club, and just the time that I got with you, which wasn't that long. Right? But the time that I got with you, I knew that you were somebody that just woke up in the morning and pursued excellence in everything that you do. Thank you. So, you're one of the first people I wanted to have on this because It was related to you that I had the idea of doing this these conversations. Yes. And, I was at your member guest at Glen Eagles And I took a picture of you when you were out grillin' burgers for your members, and I posted it on LinkedIn. And next thing you know, I mean, it got a crazy amount of attention, I just felt like, man, this is something that people wanna talk about, where there's just people that go above and beyond in what they do. Yeah. And excellence is not a fancy thing. Excellent is just kinda doing what we're supposed to do. Right? And you do it. Thanks. So. I appreciate it. So I really appreciate you taking this time with me. I'd love if you just kinda did just a brief introduction to yourself, and then I'm gonna probably kinda go past present future a little bit with you and And just get your story when it comes down to it. Man, appreciate you having me, Matt. You know, if I actually started in this injuries industry back in nineteen ninety two, a busser if you could believe that. Right? From Dayton, Ohio. And I gotta tell you before I even got into this business, I never knew private clubs existed. Alright. Not where I'm Right? So out of wham, I had an opportunity to become a a buster at one of, a club called Dayton racket Club, It's kind of a city club. I was born in Dayton. Where are you really? By the way. Yeah. Wait. But I only live there for a year. Okay. Alright. My dad is in the air force. Very cool. Right, Pat. Yep. Alright. So what? Had an opportunity to take the job there, and my best friend's dad was the Nature D. So never knew it existed, but by time, when I started there, I knew probably by the first month, and that was in something unique because it was a business that challenged somebody like me from where from to have conversations with people, look them in the eye, to have a conversation where they'd do that before, not where I'm from. Right? So is pretty unique. And from there, Buster Server, a captain, which is a leader service director. And before you know what, I started there when I was twenty two by the time I twenty eight, I left the company become a GM at another company. So within six years, I was my first general manager's job. Were you still in Ohio then? I was still in Ohio. Okay. Right? Wasn't a very good role manager, but I was a general manager nonetheless. I remember when I became a general manager, I had no idea when I was getting into it. I just thought, I I played golf. I I can do this a little bit different. Totally different managing people versus playing golf hard for you. So I had an opportunity to just make work my way up through I've been all kinda over the country, been to Montgomery, a couple of cities in in Alabama, right, it came to San Antonio, Austin back to San Antonio now in DFW, but it's been a great, great journey. Right? And every time I go to work or learn something new. And you talk about excellence, it's it's defined so many different ways. You know, we could talk about that, but it is absolutely critical in the world that we live isn't it? Yeah. It's so critical. I mean, I think we're seeing just the idea of excellence becoming more and more rare, you know, and I don't know mean, we can probably say there's a lot of things that are distracting the current workforce. Technology, social media, all the things that get people waking up in the morning, thinking about other things to pursue versus just be the person that we're called to be, you know. And, so, yeah, that's that's where I hope this kind of conversation goes is we'll be able to talk about how you're kinda solving for that, talk about how your company holding for that. But I wanna kinda go back backtrack a little bit, and I wanna hear about your childhood. Sure. Hear about your upbringing you know, any role models you might have had that that were a part of, you know, Brian early, becoming Brian early. So Well, I gotta tell you. It's a it's a pretty deep story, so I'll keep it short, but I gotta tell you. It's, so I grew up Interstate City Dayton. And, back in born in nineteen seventy one. Had a pretty good childhood, but as we grew up, if, you know, about any major city, the inner city, you know, I think, industries like Dayton, Ohio, GM, truck and bus plan, all those industries started moving out of the city. So the cities that was so dependent on that, kinda dried up. So people need to work. You know, it's just the economy got worse than dating and people train turned to different ways of making money, right, kinda like drugs things like that. So and where I grew up at, I was not sheltered from that. I didn't sell drugs, but I was in an area where that happened. So I say I didn't know this private club industry existed, I literally meant that. I remember there was a daily fee course. We called it a muni muni course then. That Dayton had. I remember the bus driver, our school bus just right past it every day. Right? We had nothing fancy about it. So that's the only thing I knew about golf. Right? Until literally I grew up and, was exposed to the private club world. In this case, it was really a dining facility more than anything. And again, it was just an an an an an an atmosphere that I didn't know existed, but what I realized is that I actually thrived in that in that atmosphere. Right? Didn't know I had it in me, to be quite honest with you. Dried race from high school, went to college for a year a semester had to come home. I was like, man, I don't know what I'm gonna do with the rest of my life. And luckily, god put me in a position where I knew people to help me get ahead, and I was able to take advantage of that. And that's when I was introduced to this industry. Right? Yeah. And from then, that was thirty one years ago, And it has been a a inch absolutely treat and, a learning experience every step of the way. And allowed me to take care of my family. Right? And I don't wanna get too emotional about it, but it allowed me to, travel, it allowed me to You know, it's just everything that I didn't think I would be able to have. Right? Growing up, for where I grew up, I've been able to achieve it and more. Right? So god has blessed me and my family. Beyond words that I can even describe to you. I'd like to hear what brought you to Texas. So I heard about that first GM job that was still in Ohio. What brought you to Texas So It's funny. So, after my first GM job, I actually left that company. I was recruited to come back to club court at the time. But this time, they wanted to send me back, to Montgomery, Alabama. The Capitol City Club. I was the assistant general manager there for a year. And, and that's not a golf club. That's It's not. It's a city club again. Just dining only at the state. Right? Yeah. And, I was there for about nine months till they wanted to send me to Huntsville, Alabama. We had a club down there called a Heritage Club, that we would divested that club, meaning they were just gonna get rid of it. So I was there for three months, standing in a hotel. Right? Trying to get everything packed up before it's gonna move on. Right? How about that job? I know. Something else. I was like, okay, does everybody like me or hate me? I don't know. But, I finally got the call and said, hey, there's a club in San Antonio that, again, that we need you to sit on because the manager, just left the club. There's no manager there, you know, go down there. If you like it, you know, maybe it could be your club, etcetera. So I went down to San Antonio. Matt, I remember standing in extended stay hotel. The really cool about about this story is is that my first week there is where I met my wife. Oh, wow. Right. And we just celebrated her, eleventh anniversary. Eleven year anniversary, but seventeen years together. And, was she from? She's from West Virginia, Charleston, West Virginia. Okay. But she was there right of college from Hampton University working for Sears. Right? And I remember going to Valero to get a hot pocket and that's where I met her at the lateral. Right? It was something funny. But I was just she caught your eye and you're like, I want your number Yeah. She's beautiful. It was kinda like that what it was, right? But, I have my wingman on the phone, which is my best friend at times, like, man, I don't know what should I go up there to say something to her, but it was a pretty cool experience, and, she'd tell the story just a little bit different, but it was it was good. But I was in San Antonio, the man the regional vice president at the time came to me and said, Hey, You can have this club or you can move on so we can get you a different club, right, that you wanna stay here, etcetera. But at that time, I had met my feature wife. So I was like, mom, I wanna stay. Let's take it out. So that's how I ended up in Texas. This was back in two thousand and six. Which club was that in San Diego? This was the Plaza Club Downtown, San Antonio. Was in the Frost Bank Tower. Okay. I was there for two and a half years before the company, the Devin family, who owned Clubcorp at the time, sold the company to a prime equity form called KSL. Okay. Right? And I decided after two and a half years of the billionaire wasn't necessary for me, which was then recruited by our, confaudre Eric boss, which is a mutual person that Steven held to come work with the meeting golf group. Yeah. And a funny story about He wanted me at the to be at the dominion country club for like their number two under Aaron. Are you familiar with Aaron? Yeah. But the reality of it is Was it gonna be kinda like a food and beverage? It was. It was. That's correct. But he they had just brought ten twin creeks in Cedar Park. Okay. And the clubhouse was not finished, but the club has already they, of course, had already been open. And it was owned by Crescent, and, Stephen Harold and Dimini golf group came in and bought it. So he said, come up here and stand on his clubs, just sit on it for me. Right? And ironically enough, again, six months later, it's like, you're not going back. You need to stay here at this club. So that's where I ended up in in in Austin. I was with those. I think I was working for, like, seven and a half years. Yeah. Yeah. And you were great. You were you were great there. I remember You know, I wasn't with the Dominion Golf Group for very long. But I remember being in a room with you with all the GMs And I remember really wanting to listen when you talk. Oh, I appreciate that. So, and that comes with experience. Right? I mean, I think you were talking earlier about hey, you knew the right people, and it gave you an opportunity. Well, knowing the right people doesn't usually happen just by chance. Like, you know, you, you obviously stood out. And, and you have you have your whole career. So kudos. You know, I'm a little sensitive to to wanting to talk about this, but I think it's such a meaningful thing to talk about, you know. For me, being in the golf industry for so long, having grown up in golf, played golf in college, and played golf on tour, and then was a general manager of a club, I'm not naive to think that the golf industry is pretty behind the ball as it relates to let's let's say, racial reconciliation, equality, etcetera. And I can only imagine you've had some things that you've had to overcome. You know, do you do you have anything, you know, to to kind of say about that, draw back on any experiences you've had or anything? No. It's interesting you say that. I would I would more classic classified as biases versus direct racism. Right? And I'm sure it's out there. I'm sure that probably oblivious to some things that people are doing to me or want to do to me, etcetera. But the reality of it is, I've been a as the older I get, Right? The more, consciously aware I become of biases, right, versus, the racism that I see on a daily basis, if if it's because it doesn't come directly to me as general manager. It is funny you say that because I'm actually the, the co chair of our company's DEI Council. Right? And one thing I talked to my staff at is is about the biases that we consciously and unconscious biases. And I've experienced more of that And I'll give you an example. Right. Yep. There were a couple of times where, I come in I speak to somebody, and they say, and they shake my hand before seeing my name tag, and they say, and say, and you are. I was like, oh, I'm the general manager. And you can see their reaction. It's not a negative one, but it kinda catches them off guard. Right? As they I would they weren't expecting to see that. Yeah. And then they go into these questions like, you're the general manager of the whole thing. Right? It's just a restaurant. It's no. No. The general mother of the entire club. Right? So that's a bias in my opinion that they didn't think that an African American will be in that role. Yeah. Right? I don't think it's a race this thing. Alright. I just think it just kinda caught you off guard because we are under we are not represented well when it comes to African American general managers in this industry. Sure you can work with us before. Right? Yeah. So I think it's just one of those things there. Right? Have I had to overcome something? Sure. Yeah. Do I think the pathway for me could have been easier, maybe. But I gotta tell you, I I create my own destiny. Yeah. Right? By using some of that. We were talking about this early, using some of that as fuel. Yeah. Right? To prove people wrong if they do have those biases Yeah. And that's what drives me, you know, just make sure that I can provide for my family. You know, and I can't change people's perception of me. You could try. Right? But if they're gonna have a pre or any perception, if they just wanna keep that and if that's who he is, that that's fine. I can't do that. What I do on a daily basis, we talk about excellence. Yeah. Right? Part of that is I walk at the club with my head up, and I speak to everybody. Right? Even if I don't know him, you say hello to everyone. That's what I know of you, man. Right. You just gotta do it. Right? That's one of the things you gotta do in our business. Yeah. Well, I mean, to take that back to that time where saw you cooking burgers for all the members. I mean, that's how you roll, man. And and that's a light. Yeah. You know, and and I think it's a light that probably overcomes the darkness a lot. And so, that's that's really neat. So thanks for kinda sharing about that. You know, I don't I don't necessarily want this this episode to be all about that. Right? Because But it's it's part of it. It is. It is. Isn't it? Yeah. It is. It's part of society and it's especially part of the golf world. It is. One hundred percent. So I think it's a conversation that's meaningful for sure. I will tell you this, Matt, though. I think within our organization, we are very intentional as an organization to to try to break down those laws. Yeah. E racism or biases. And one of the things that we do, as I was telling you earlier, that we partnership up with the, first tee of Greater Dallas in Fort Worth. And we have what we call the Gateway program, which allows us to, invite youth that underserved communities to come within our clubs to be members all the way through college, right, to have an opportunity. And it's not a color thing. It's not it's not an opportunity. It's not. But it allows us to penetrate those underserved communities. Yeah. Right? Where they could come into our high end clubs to have a great experiencing golf. Right? It's really cool. The future golf. What does that experience look like? Well, it's funny. So they have to go through through the first tee of of of greater Dallas and Fort Worth. Once they get in that program, we get maybe like our club. We have four individual kids that come to our club. Right? We give we set them up with member numbers, right, and can actually go out and play golf. They have a certain time they have to be up there and play golf, right, free access to the range. Their parents, they don't have member numbers or anything like that. But again, to open up our great quality golf courses to these individuals. And it's all the way through college now. Right? So even when they go off to college. They still have access to some of our associate clubs, but they still come home and then this is their home club. Right? And by doing that, yeah, by doing that, these aren't future golfers. Right? And we love the game of golf. We know in order for us to grow it, we have to start with our use in all areas. Right? And, I just think it's gonna have a huge pack impact on the golf industry, as well as my industry, the hospitality industry. Well, hospitality, and and I would say You know, in the in this world where kids have such little interaction with human beings, much less adults. Right? But I I think that's one thing that I take for granted that I had as a kid experience the experience that I have as a kid coming up in the golf world is that didn't stay at home and play video games. I went to the golf course and played golf and had conversations with adults all day, etcetera. And, and I think that that is something that we need. Right? And for y'all to be able to offer that, to, you know, kids who otherwise wouldn't have opportunity at all. I think it's really, really cool. And I would also say that's probably a significant sacrifice. We would I think it's a it's a sacrifice for the right reasons. Yeah. Yeah. Right. And I just think it's the right thing to do, and that's what I love about invited now. Right, is that we are intentional about what we're what we're doing and what would you wanna do? So I was invited doing that at a lot of their clubs. Yeah. It's So we have the gateway integrated Dallas area clearly, but, are instrumental at, preserving the Graeme McGoth through our youth. Right? Base and and really, if we stand, we're gonna be a leader in DEA, we're gonna be a leader in diversity, we have to go out there sometimes and make it happen. Right? So to go out to these underserved communities, and and as well as our hiring practices, to to make sure that they understand that they can have an opportunity in a future, a career with a couple that I can invite it. That's what we're gonna do. Right. And this is all led by Day pillsbury, our CEO. Right? And without him being at the forefront of this, it wouldn't happen. Yeah. It sounds like there's some good things beyond that. One hundred percent. Yeah. So let's let's talk about just you kinda personally as a manager. Obviously, you have a pretty significant responsibility and kinda elevate or elevating the experience that people have at your club. But also just the impact that you have in the lives of your employees, etcetera. So I'd like to know just put on your general manager hat. What are some unique things that Brian Early is doing? That maybe other managers can learn from because you are doing a wonderful job. I mean, the experiences that I've had at your club have been great experiences, and it does seem like your employees enjoy doing what they do. And so any kind of unique things that you're doing in side your club that Well, it's funny. It's just the three fundamental things that any general manager must do. The first one is, set clear clear clear expectation Right? Second one is to, is is give the tools to do the job. And third one is to ensure execution. Right? You do those three things right off the back. Now that means a lot, though. Yeah. Right? In sure execution, I've heard in Yeah, sir. Yes. That is the same thing. Yeah. Right? Yeah. But, again, a lot of times, a lot of as general managers, we go with setting expectations, but we don't do the other two or we may do two out of three or we may do, you know, the first and the third without doing the second, when we don't give the tools to do the job. It's extremely important to do all three if you really want your people to to execute at a high level. Right? And listen, we're human. We're gonna make mistakes. But what do we do? How do we get up and how do we keep on. We you and I were talking earlier. Expectations from members that pay dues has gone up year over year over year over year with technology now. Right? It was not Well, dues are getting more marks. No. Yeah. But I get it, though. I one hundred percent good. So how do we as general managers keep our staff give them the tools, and so we can keep that level of expectation, level of service to the degree of expectation. There was a time, man. We were just trying to meet expectations. Yeah. Right? And sometimes that was hard. So we have sixteen hundred and thirty member families. Right? How do we treat each member the same by treating them differently? Right. That's that's the key. Right? People pay us for the right to pay us to use their club. Think about that. Yeah. You pay me too. Right? Then you're gonna come and pay for golfing food and beverage again. So our job is to ensure that we are giving you the level of expectation that you deserve. Yeah. As a dues paying them? Yeah. You don't wanna be able the restaurant down the street and get a better One hundred percent. Exactly. Exactly. This is a challenge because we're talking about employees. Right? Yeah. You know, we have some employees that wanna jump from job to job to chase a dollar. You know, right? Realize that. Okay. A dollar. Then it's really not a sometimes it's not about the money. Right? About the experience of that employee. So if our focus was only towards taking care of the members and not the employees, you're gonna lose. You know, the reality of it is if you take care of your employees, they will take care of the members, things will start to take care of itself. Yeah. Right? Yeah. So sometimes you We have to reposition ourselves to pay a little bit more. But how do how do members how do the staff feel when they walk through the door? Do we speak to everybody? Do I walk past it as staff person and say hi to a member before I work past that staff person? Absolutely not. I go in the kitchen every day, go down to outside services, and I give high fives to everybody. Everybody from that line cook to that dishwasher all the way down to the the guys who's cleaning the carts. Yep. Why is that important? I've seen you do that understand because they're forward facing to the members. Right? Mhmm. And if if they see that coming from me, they're gonna know that I expect that them with the membership. He's been reciprocated. So I had somebody, having a similar conversation to this on this channel, again, in Place Grogans. And he's a a leadership guru. And he wrote a book called, how to lead when you're not in charge. Okay? And we were just kinda talking about just the challenge of motivating that entry level employee. And he really brought to the attention of those people who pursue excellence in the small things. It will it will make it that much more clear in the big things that they're, you know, that they're excellent. And, you know, it it really made me think about these front line employees that are in the golf industry. Sure. You can be a front line employee at, you know, the local restaurant or whatever, but when you're faithful in those small things as a frontline employee in the golf industry, there's a lot of opportunity that can come out of the golf industry, whether it's in the golf industry or opens up an opportunity with one of those members. Right? Absolutely. And so man, if anybody's watching this who is a frontline employee in the golf industry, they need to understand that what they're doing right now on the day to day basis of being the best that they can be at that job that they think might not be that meaningful. I mean, it is going to pay It's it's it's gonna have rewards. Well, one of the reasons is because private clubs is all about relationships. Yeah. It really is. I can't tell you how many employees I've lost. Great op that that pursue great opportunities with the people that we they serve on a daily basis. And it's huge. I don't get upset about it. It's a great opportunity for them to advance their own careers or to better their their lives. Right? Hate to lose good people. Yeah. But the reality is that is the basis of a of a private club and what we do. Right? If you don't build relationships, you don't think about that every day you come in, then you shouldn't be working for me. Yeah. Yeah. No. Any large company who has a significant frontline, staff, has to realize that they want their employees to excel, and they want their employees to move up, whether it's with them or not. And so that's good. So talk to me a little bit about what invited Zoom. You've already said some amazing things, you know, invited, which used to be Club Corp. Correct. You know, it's been around for a long time. Yeah. But it it seems like there is some really neat momentum, and they're doing some really neat things right now for you and your role as a general manager leading people How do they kind of support you with that? Yeah. What I love about what you just said, you're right. There so support comes in many different forms. Right? And in a for profit organization. Right? Financial partners are are are are important. But what I love about Invited is that they really understand not gonna make it financially if we don't put, invest the money and the resources towards taking care of the member experience. Alright? And sometimes that would a lot of times, that wasn't always the case with companies, right, is get the money first, and then let's figure out how to take care of the members. Right? But, you know, what I love about this is is that it frees up me as a general manager to really focus on the employees and the members. Right? It becomes full circle. Now do I have to make Business decisions daily? Sure. I do. Right? Do I call the VP and say, hey, I need your your help with this? Sure, I do. That's the subject experts. Do we get on the phone and say, hey, while we're trending this way? Absolutely. But the reality of it is all those things are all those people are in line to help me run my business success fully. So one, I would say the resources that they provide. Right. The manpower outside of the club is huge for us. Right? Any successful organizations, especially what we do, you're gonna need those levels of leadership. And then, you know, ultimately, I just think it comes back down to the culture of the company. Alright? When I say, and I I think I said this earlier, you have Dave pillsbury, ex president of PGA Tour. Right? Have Bob Moore, our c e o c o o and president. Right? You have Chuck Fetish and the Executive Vice President of the golf club division. Now all these three individuals, I got every one of them on speed down if I need to pick up the phone and and I just call him. Yeah. And nobody's upset if I go from one guy to the next guy. Right? So when you have that straight line type of Well, we've worked for some Yes. We've we've we've worked for that to challenge. Exactly. Exactly. It is not. It is the greatest feeling in the world. You don't feel like you've gotta watch your back? No. That's and you know this. You we've been there, right? Yeah. Where we're stepping on egg shells when we come to work. It is not that filling. Now do I have to perform? Yes. Yes. I do. I have obligations. I have to meet financial goals. I have to meet members' expectations. If I don't then, yeah, I could have to be sat down to talk to. But the fear is not there. Yeah. Right? Now I get more in trouble for not trying things versus trying things that fail. Does that make sense? Yeah. Right? So it's just it's it's easier for me to get up and come to work on a daily thesis. And it's work. It's a lot of work, right? Because you're managing personalities per se, not just from a membership perspective, but from an employee's perspective, as well. Right? So I love the whole culture. That's good stuff. That's good stuff. Well, I think we're gonna need to wrap it up a little bit, but I wanna hear is there anything new that you're working on right now? Anything that you feel like you wanna promote at all to this community? I do. I tell you, I I'm excited that we have actually just started, the renovation of the Queen's course. When I saw you last time, we had just came out of, renovate the King's course. Very great job. And it was it's a beautiful golf course. We are, putting in the new Silver system for the Big grass the, the Queen's course. We're excited about it. We just shut down this past Monday. Expectations that we're gonna be open late October, early November with gotta make gotta make that timeline. So I'm I'm doing a remodel in my house right now, really. And I'm telling you that sounds like a difficult timeline. Oh, I gotta tell you. It's, it's exciting to be a general manager that's having all these projects. I don't know. Pickleball is very is huge now. So invited is now the world's leader in pickleball courts, right? In pickleball, we have, Brookhaven Country Club there about the they just embarked on a twenty six Court addition to that place there. And I think, don't quote me yet, but I think fourteen or more is gonna be pickleball courts. Right? So we're excited about everything that's going on. Not that our club within the corporation itself. Yeah. It's a good time to be part of invited, man. It really is. Yeah. That's cool. Millennia, any last words? No. I I gotta tell you. I appreciate you. You you know, you I remember working with you, and, you were kind of the quiet guy that could hit hit the crap out of a ball too. I tell you. So I appreciate you inviting me here and good luck to whatever you are doing and gonna do a hit now and in the future. And if I can ever be of service again, just Let's come on again. Appreciate it. Yeah. We'll do it for sure. Alright.