Building Culture

It is much more important to be heard than to be agreed with is often a stand point on customer service success, but the same idea goes for your staff.  Your employees want to know that their opinion is heard.  If a staff member comes to you with a solution to a problem that you do not agree with completely, try to work towards a solution with that employee so they can see how and why you came that solution.


Why would a guest not like something?

99% of the time there are only 2 reasons that a guest does not like a food or a beverage offering.  1, the server or a bartender did not qualify the sale, or 2, the item was not prepared correctly.

Qualifying a sale is communicating to the guest the portion size, temperature, timing, preparation, or flavors associated with an item.

Beer Options

Limit your packaged beer options and focus on draft beer selections.  This idea comes with a collection of benefits.

  • Draft beer takes less time to inventory.
  • Creates more space in your direct cold storage behind you bar.
  • Margins tend to be better.

…and If anyone asks why you are reducing your packaged beer, tell them you want to be more responsible with your waste as a company, it works every time.

Wine BTG Theory

If you have 2 of the same varietals (Gapes) of wine that you are serving BTG make the price gap at least $4-$5 BTG. Make them work against each other. Either someone gets the cheaper option and you make great margins, or you drive check averages.  Make this a strategy regardless of the actual cost of the bottles.