$14M Naples golf club restoration is popular.

Countryside Golf and Country Club in Naples is embarking on its second season in temporary facilities while undergoing significant renovations to its amenities. Nevertheless, its residents are experiencing greater happiness than ever before.

Does it seem unfeasible? The level of enthusiasm that emerged surprised club management, who had anticipated residents to put up with the renovation for the eventual benefits, according to a recent article by Beth Luberecki of Business Observer.

“Every February, we conduct a thorough satisfaction survey,” states Joe Smith, general manager and chief operating officer of Countryside Golf and Country Club. “I anticipated that the survey would reflect a realistic perspective based on what we were providing, correct? I was not anticipating any specific area to see an increase in survey scores, and that is exactly what occurred.”

Two elements contributed to making that a reality — factors that can assist any business facing the challenge of implementing significant changes for a demanding customer group: openness and a readiness to innovate. In regard to the latter, management aimed to maintain resident satisfaction despite limited amenities while also ensuring the employment of its core staff. Following visits to various local clubs that were in the midst of renovations and observing their approaches, they devised a strategy.

The countryside would provide lunch daily and dinner on select nights each week in a multipurpose room during the renovation of the main dining room. The club aimed to keep hosting events such as tribute concerts that residents appreciated, but it required a suitable venue for these activities. They relocated them outdoors beneath a temporary tent that remains in place from October to April, and residents embraced these new “parking lot parties.”

“In a somewhat ironic manner, it truly united the community,” states Smith, 42. “You’d see everyone strolling down at five o’clock with their beach chairs…Members from up north are eagerly contacting us about their return this year. They seem eager to return to this, and I find myself questioning, are you certain? They’re inquiring about the date of the first parking lot party. I would have never anticipated that.”

This is where a degree of clarity is introduced. “We had an idea of what we could do, but we weren’t entirely certain, so we established realistic expectations,” says Smith.

The management of the club has opted to plan events on a monthly basis in order to evaluate their effectiveness. “We reached a stage where we felt at ease exploring new ideas, and as long as the support was present, we could keep pushing the boundaries,” says Smith.

The club has maintained a focus on transparency during the entire renovation process. Countryside functions under a 10-year strategic plan, and its Wellness Center, tennis courts, bocce courts, and golf course had already undergone renovations prior to the onset of the pandemic. The management and the club’s board have chosen to proceed with the remainder of the plan and have conducted a survey among residents to determine what additional features they would desire if budget constraints were not a factor.

Outdoor dining and improvements to the kitchen were among the essential features. “We pinpointed the crucial levels of significance,” states Smith. “We focused on the priorities set by the community, understanding that we wouldn’t be able to please everyone.”

Mike MacDonald, a resident, served on the committee that conducted the master plan study and was designated as the chair of the renovation oversight committee. During various community meetings and town halls, the recently retired builder and architect assisted residents in navigating the entire process, from establishing a budget and selecting a contractor to understanding the funding the community would require for the over $14 million project.

“With Mike’s background, the community has an immense amount of trust,” states Smith. “When undertaking a project of this scale in these communities, it is understandable that people may have concerns. Having Mike and his background has significantly stabilized many of those feelings within the community, which has been incredibly impactful.”

The club distributes monthly reports detailing the project’s status and provides regular video updates to residents. A one-page budget monitors all expenditures related to the renovation project at the community, which consists of 1,133 single-family homes, condos, and villas.

“This allows them to understand the flow of funds,” states MacDonald, 66. “The community is witnessing the advancements.”

“We’ve maintained a high level of transparency throughout the entire process,” adds Smith. “We have kept you informed at every stage.”

Upon the completion of the over two-year “Countryside 2.0” project, residents will enjoy an updated bar and dining room in the clubhouse, along with a new outdoor bar situated near the resort-style pool, creating a much-needed relaxed community gathering space. “We’re missing a social element here due to the absence of a casual space,” states MacDonald. “A reservation was required for the dining room, and once seated at your table, silence was expected…It will introduce a social aspect that many individuals are seeking.”

In a remarkable achievement, Club Benchmarking has placed Countryside among the top five strongest clubs in the nation, following a thorough audit of 20 years of its financial records. Following the audit, Countryside’s board reached a unanimous decision to invest $750,000 in the construction of four lighted pickleball courts and extra parking, set to commence in the summer of 2025.

Smith understands that homebuyers face numerous options in the Naples region. “Clearly, our goal is to provide a lifestyle package that is either competitive or superior to what others in the area offer,” he states. “Additionally, one significant advantage we possess that many of these newly established communities lack is our prime location. We are located seven miles from downtown. It is clear that we aim to take advantage of that situation.”

This article originally appeared on Business Observer