Firestone Country Club is known as quite possibly the most famous and prestigious private golf club in Northeast Ohio. It is the site of the Bridgestone Invitational tournament each summer.
In order to develop and maintain that advantage, Firestone — led by General Manager Mark Gore — has had to build a reputation for first-class customer service.
The private club business is all about customer service, and Firestone Country Club has long been a leader among private golf clubs when it comes to delivering a high level of service to members and guests.
It starts whenever a member or guest enters any of the club’s facilities — be it the locker room, bar, golf shop or anywhere else.
When a member or guest pulls into the parking lot, the person is greeted by the bag room staff. By the time golfers reach the first tee, Firestone’s management sees to it that each person has interacted with no fewer than three staff members. The club has set up an office that specifically manages tee times, allowing management to learn the name of each guest and gain a level of knowledge and interaction with golfers that the club’s leaders wouldn’t have otherwise received.
Like hotels and department stores that have gained a reputation for top-notch customer service, the staff at Firestone is trained to accommodate just about any customer request. From the time staff members join the team at Firestone, they go through a “right start” system, which gives each new hire a detailed orientation about the club and its history, its philosophies and all of the amenities it offers to members and guests.
Each individual department has its own training program, which has been developed by Firestone’s parent company during the past 30 years. The training program is recognized as a leader in the industry.
How to reach: Firestone Country Club, (330) 245-3250 or www.firestonecountryclub.com
