The Non-Negotiables
Greet every guest within 5 seconds
Use names when you know them
No slang, no negative tone
Don't know? Say "let me find out"
Unhappy guest? Acknowledge first
Verify member status before any discount
👋
Greeting
1
Stop what you're doing
Turn toward them, make eye contact. Do this before they have to say anything.
2
"Welcome to Cherrywood — how can I help you?"
😤
Handling Complaints
1
Let them finish — don't interrupt
2
"I hear you, and I'm sorry about that."
Acknowledge before explaining, defending, or solving.
3
Fix it on the spot if you can
Comp a drink, waive a small fee, offer a future discount. You have that authority for small issues.
4
Can't fix it? Get the manager — immediately, not later
5
Follow up to make sure it was resolved
6
Log significant complaints in the daily log
A guest who had a problem and got it fixed well is often more loyal than one who never had a problem. The recovery is the opportunity.
📞
Phone & Email
1
Answer within 3 rings
"Good morning/afternoon, Cherrywood Golf Club, this is [name]."
2
Return calls same business day
3
Reply to emails within 24 hours
🏅
Members
1
Know your regulars by name
2
Always verify status before applying benefits
ID card or system lookup. Not by their word alone.
Members who feel recognized come back. Members who feel ignored don't.