Mel Kleist, the CEO of East Bank Club in downtown Chicago, continues his conversation with Ralph Rajs on the topics of culture and leadership.
Kleist explains that upon joining East Bank Club, he first observed its established culture, which is deeply rooted in purpose and care, rather than being sales-driven. Employees at the club are expected to hold degrees in Exercise Science, reflecting the club’s high standards.
The culture at East Bank is defined by its mission statement, “inspiring our community to live well,” and is reinforced by employee feedback, which has highlighted a need for enhanced communication. To address this, Kleist initiated a practice of writing thank-you notes to foster appreciation and understanding among staff. This exercise helps leaders reflect on their relationships with each team member, encouraging a more thoughtful and appreciative workplace environment.
Kleist and his team focus on East Bank’s core values quarterly, using this time to deepen relationships and improve operational harmony. The recent focus on “building enduring relationships” encouraged staff to engage more personally with each other and club members, enhancing productivity and job satisfaction.
Kleist emphasizes the importance of alignment between declared values and actual behavior, which he believes fortifies the club’s culture. To maintain this alignment, he personally conducts numerous departmental meetings, ensuring direct communication and transparency.
Watch Part 1 of this conversation here, during which Kleist shares an overview of recent and planned renovations at East Bank Club.
