Farleigh Golf Club’s fantastic year has continued this month after it was presented with a Silver Flag award as part of the prestigious 59club golf customer service awards.
The Silver Flag is given to clubs from around the country that have constantly strived to achieve service excellence in all sectors of the business, from the sales and operations team, the golf shop, the quality of the golf course and the food and beverage management.
Following visits by 59club’s mystery shoppers and testers, in which they evaluated the experience afforded to visiting golfers and prospective members and marked the service using a non-subjective points system and benchmarking criteria, Farleigh scored higher than other golf venues, giving the Surrey based club the award.
Farleigh has a long-term focus on an ethos of making customers “feel better when they left than when they arrived”, and if the judges’ marks are to be any indication, it seems as though the efforts are making a difference.
Outside of the club’s walls, there has also been a push to increase membership satisfaction remotely with the help of an ever-popular newsletter that is emailed to members weekly, as well as a new app that makes the process of booking tee times and viewing tournament results a whole lot easier. The app also includes a number of other excellent features that enhance the member experience such as live pin distances and yardages with a GPS course guide.
The award marks another high point for Farleigh Golf Club as it picked up two awards at the ceremony in March – general manager, James Ibbetson, winning Golf Manager of the Year for his work during a difficult up-and-down Covid period for the sport.
The club also picked up a Service Excellence award after it hit record membership numbers among three closures and re-openings, doing its best to ensure their high standard of customer service in a sea of changing Covid protocols.
James Ibbetson, Farleigh’s general manager, said: “We are delighted to have won a 59club Silver Flag award, not least because it makes all the hard work that the team has put in worth it. They deserve all the credit for delivering a fantastic service to our members, and while there is always work to be done, we look back on the last year with real pride.
“Things haven’t always been straightforward over the last 18 months and with everything that’s happened around Covid and the protocols, the team has had to be flexible to the different challenges and solutions so that guests could continue to get the quality service that they have come to expect.”