RANDOLPH AIR FORCE BASE, Texas –
Randolph's Parr O'Club and Kendrick Club consolidated operations last October, then completed a banner year in which they generated $5.1 million in income, increased sales in every department and finished with a profit of more than $300,000, a feat that did not go unnoticed.
They were recently named the Air Force's Club of the Year.
"The enlisted club won the award in 2003 and 2006, but this time we won as one club," said Merilyn Gove, clubs manager. "That is what made it so special and so dear to me. This was the best of the best."
As noteworthy as the statistical achievements were, however, both she and Mike Casey, 12th Services Division Business Flight chief, agreed that the efforts to please a diverse customer base are the clubs' defining characteristic.
"It's the customer service," Mr. Casey said. "It's hard with the customer base we have, from active duty to teens and people into their 90s, to keep everybody happy. All in all, everybody seems to be happy with all or most of what we offer at the clubs."
He said Ms. Gove focuses on the clubs' customers.
"Merilyn listens to all of her customers," Mr. Casey said. "She tries to do something for each segment of our customer base."
Ms. Gove credits her managers.
"I have an amazing management team," she said. "They never say no to a customer. We try to meet them at least halfway."
The 2008 Air Force Customer Feedback Survey showed that Randolph's clubs were the highest-rated clubs in Air Education and Training Command in terms of customer satisfaction.
The clubs' programs match their customer base in diversity - from family bingo and a football appreciation program to a variety of meal offerings, including buffets, cafeteria services and popular holiday brunches during the Thanksgiving and Christmas seasons.
Catering is another one of the clubs' many services.
"We cater outside the clubs to protocol functions all over the base," Ms. Gove said.
Mr. Casey said he has seen the clubs evolve in recent years by successfully adapting to changing conditions. These include a much smaller active-duty presence, much stiffer competition outside the gate, a significant reduction in base housing, tightened security, a dwindling number of young enlisted and a greater demand to provide catering services to more official and unofficial functions.
"The clubs have continued to change to meet these new requirements and still be able to generate sufficient revenue to meet future challenges and changes," he said. "Their earning this recognition was not a fluke. They are the best in the Air Force."