People can golf and dine anywhere, but as Mark Gore puts it, they join a private club for the experience of incredibly personalized service, which makes cost insignificant.
As general manager of Firestone Country Club, Gore has seen firsthand the impact of excellent customer service. While many clubs around the country struggled in the difficult economic climate during the past few years, the fact that Firestone has prospered is a testament to the service it provides its members.
All of the club’s employees have a servant’s heart, and their goal is to make every person — member or guest — feel welcome and comfortable by creating a home-away-from-home experience. The club’s goal is to build relationships and enrich lives, which it does through three steps of service: warm welcomes, magic moments and fond farewells.
This starts with welcoming members and guests by name. E-mails are sent to the staff each day so they know who will be arriving and who has birthdays that day. Staff is expected to greet people by name and to make every attempt to be the first to say, “Hello,” “How are you?” or “How can we help?” Firestone keeps a MemberPride database that has information about every guest, including name, title, educational background, birthday, anniversary, interests, etc. The club also has a picture profile book for each department where every member is listed with his or her picture so staff can learn to recognize people.
Magic moments are random acts of kindness in which staff members look for ways to make someone’s day. It may mean leaving a note or something special for that person with his or her golf clubs or at another location within the club. And then the fond farewells start with always saying thank you and we appreciate you. It also means extending an invitation for guests to return.
This approach makes members and guests alike feel like VIPs every time they arrive.
How to reach: Firestone Country Club, (330) 644-8441 or www.firestonecountryclub.com
