Customer Service A Top Priority At Award-winning Riverside Golf Club

By Author: hiddenvalleygolf
Total Articles: 11
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Riverside golf club owner Jay Miller has always appreciated his customers—not just for their business, but for their camaraderie as well. That appreciation has paid off for him in more ways than one, most notably at the NGCOA Awards in Orlando, Fl where his course, which services Riverside and Orange County golf enthusiasts, was recognized as the 2011 National Golf Course Owners Association Course of the Year.

That is no small achievement for any golf course, but it is especially remarkable for Hidden Valley Golf Course, which under Riverside golf club owner Jay Miller’s management, went from what he called “crummy” to something truly remarkable.

A big part of the Riverside golf club’s success can be attributed to the impeccable customer service the course offers its members, most of whom come from the surrounding Riverside and Orange county golf communities. Under Jay’s leadership, the club holds staff meetings every couple of weeks to discuss how to improve the experience they offer their members.

According to Jay, it’s the little ...
... things that matter the most: “Even something as simple as asking a golfer how their game went and whether they hit any great shots is something people will remember. Those details are important.”

And people are taking notice, especially Riverside area golfers and even Orange county golf fans as well. Since Jay has been manager of the club, the number of paid rounds per year has gone from about 26,500 to nearly 36,000.

The design of the course itself is also a reflection of the Riverside golf club owner’s commitment to the customer. With six easy holes, six average holes, and six that he calls “tougher than Chinese arithmetic,” there’s something to challenge and amuse golfers of all skill abilities.

Perhaps success comes so easily to Jay because he truly enjoys what he does, and it’s evident to everyone who visits the Riverside golf course. Jay is often seen hamming it up with the players on the course, talking about the game, and just having a good time. Some people call it good customer service, but Jay is really just being himself—someone who has always enjoyed the game of golf and the company of others.

Making life better for the people around him—whether it be for the members of his golf course, the kid down the street failing in school, or the homeless man around the Riverside golf club and Orange County golf communities—has always come naturally to Jay. It’s not something he works toward; it’s just a natural reflection of who he is. In addition to raising money for a homeless shelter and participating in fundraisers benefiting our soldiers overseas, Jay has cofounded a foundation called Get a Grip—a program which combines the love of golf with the love of learning, helping kids learn a quality leisure activity while simultaneously improving their academic skills.

For Jay, customer service and community service go hand in hand. He understands that when you reach out to help someone else—whether it’s with their swing or something much more serious—everyone wins.