Leveraging Feedback with Jim Capek of Westborough Country Club
I’m excited to be joined in conversation today by Jim Capek, General Manager of Westborough Country Club in St. Louis, Missouri.
Jim was destined for his current role, starting work at country clubs at the age of just 15 and continuing to follow that industry path unhindered ever since. His years of experience have given him a unique look into the various cultures within different club communities, and how these dictate management practices.
Westborough Country Club has undergone a seismic cultural shift since Jim took over management and he and his team worked to bring in younger members. The changes he implemented were ultimately successful, but only because Jim intentionally sought guests’ feedback. Focus groups and members meetings gave Jim a concrete understanding of areas of flexibility within his memberships—areas where he could focus his reforming efforts.
This guest input came in conjunction with feedback from Jim’s staff. For any given change to his facilities, he needed buy-in from his team. Renovations for his guests’ comfort had to go hand-in-hand with making his team’s job easier. When it came to feedback, the members and the staff both had something valuable to offer.
Westborough Country Club - LinkedIn
Westborough Country Club - Instagram
If you enjoyed today’s show, please leave a 5-Star review. For more information and links to all of the resources mentioned in today’s episode, visit
