Here at Metropolitan, we can never talk enough about the importance of guest service/customer service. Our instructors (Luch, Chad, & Geoff) all agree that it is a paramount skill that is too often looked over by industry staff. So, read on how just a couple of tips can help with your success as a bartender.
1. Get to know your guests –
Getting to know your guests is vital, as you want them to have the best possible experience while sitting at your bar as possible. Ask questions, find out who they are, what they do, what are their interests, and of course what they like to drink! Knowing just a few of these things shows interest (cause its all about me!) in your guest and makes them feel good that they chose your bar to be in. Also, if you have repeat guests, its an important factor to REMEMBER what they drink and who they are! There is nothing worse then a guest coming into the bar for the second time, bringing new friends and them saying “This place is great they really get to know you here.” and you the bartender saying “Who are you again?” Ah, no tip for you and that will probably the last time you see that guest! Just saying….
2. Make suggestions (offer samples when you can) –
We cannot stress this enough…. making suggestions can turn into upselling and is a win win situation for everyone! Your guest asks for a vodka martini, you say “Would you like to try it with (add what your premium vodka name)”, or you since you know the guest really like mangos offer a cocktail that has mangos, and provide them a sample to try. The next thing you know… you have sold a few mango delights and made your guest beam with delight as you remembered their favorite fruit! Really easy!!!
And to really make the point, here are some great quotes to remember!
Do what you do so well that they will
want to see it again and bring their friends.
If we don’t take care of our customers, someone else will.
If you make customers unhappy on the Internet, they can each tell 6,000 friends.
Customers don’t expect you to be perfect.
They do expect you to fix things when they go wrong.
Give trust, and you’ll get it double in return
The quality of our work depends on the quality of our people.