Club Iwakuni responds to customer concerns
By Lance Cpl. Colin Wyers
| Marine Corps Air Station Iwakuni | November 30, 2001
MARINE CORPS AIR STATION IWAKUNI --
Due to requests from the Officer Club Advisory Board, Club Iwakuni recently added several new menu items to the Officer Club menu.
The Enlisted and Staff Noncommissioned Officer Club Advisory Boards will be given the chance to see which of the menu items they wish to adopt, and to choose what other selections they would like to see at the club.
"We made it very clear that this change wasn't to impact the Staff NCO Club and Enlisted Club, so they have the freedom to not be forced into these changes," said Lt. Col. William Grace, Station executive officer and Officer Club Advisory Board chairman. "This way, they can decide if they want these changes for their clubs."
The Officer Advisory Board will be following up on the changes to see if further improvements need to be made.
"There's a 90-day period for us to get customer feedback and to see how these changes were received," said Grace. "We'd like to see officers and their families come into their dining room and fill out comment cards on what they think. That way we can see if there are other improvements we can make."
The change came about with cooperation between the advisory board and the club management.
"We prepared several samples and presented them during an officer review board," said Chief Petty Officer Eduardo Oliverio, Club Iwakuni acting general manager. "The board liked it and wanted it, so they presented it to the Marines and Sailors, who then picked the items that they wanted."
Club Iwakuni will now be proposing the changed menus to the Staff NCO Club and Enlisted Club.
"They're our customers," said Oliverio. "Of course we will listen to what they want to say. We have to give them what they want to eat or risk driving them away."
The Staff NCO Club and Enlisted Club will be able to make their own suggestions for new menu items.
"It's not a package deal," said Oliverio. "When we present it to the customers, they decide if that's what they want to see on their menu. And if the customers suggest things that they want, we will try to make it happen."
Club Iwakuni is also looking at other changes in equipment and facilities.
"There will be a new grill in the Eagle's Nest," said Oliverio. "More people are coming in, so we need a bigger kitchen. We also have a plan to renovate the enlisted dance floor, because that's what the enlisted folks have asked for. The plan has already been approved for safety by the fire department. We're going to have artwork covering the divider between the dance floor and the ballroom."
The club is also looking at several additional events.
"We're going to try and bring one band, once a month, to every club," said Oliverio. "Once we bring a band here, we usually contract it for a week or so, so everybody has an opportunity to enjoy. We're also planning on having an all-rank country night, an all-rank rhythm and blues night and top 40 night once a month."
Customer feedback is an essential part of deciding what goes into the clubs.
"This is your club," said Oliverio. "Let us know what you want to listen to, what you want to see, and what you want to eat, and we'll find out if it's possible."
For more information call Club Iwakuni at 253-5416.