Lessons from the Bar
By Matt Tucker
No, I’m not talking about lawyers. I’m talking about your local watering hole.
There is a reason some bartender’s tip jars are overflowing with cash every night they are behind the bar. And it is rarely because they make the best tasting Mojitos. There is more to bar tending than pouring drinks. Anyone can learn a recipe, shake, pour, and serve. Some, however, know that the job is more about building relationships and earning customer loyalty, and less about slinging cocktails.
As Og Mandino said, “the surest way to doom yourself to mediocrity is to perform only the work for which you are paid.” On paper, a bartenders’ job description may be to pour drinks. However, those that are making the big bucks are doing much more; none of which pertains to whiskey and beer.
Whether you are working for tips or commission, there is a lot that can be learned from watching the best bartender in your town. Regardless of your industry, some principles are universal.
Here are 8 principles that can be taken out of the bar and into your place of business. The best, and highest paid, bartenders …
Listen: It’s loud, but they still manage to hear your order. Is it superior hearing? No, it is all about paying attention. Even when the house is packed, the best bartenders make you feel like you are the only one in the room when you are ordering.
Ask Questions: Not only are they asking, “What can I getcha?”, they are also asking questions to build rapport and lighten the mood.
Remember Your Name and Favorite Drink: People love hearing their own name. It sounds familiar. It sounds wonderful. Remembering a person’s name and some other details from your last conversation proves that you listen, pay attention, and actually care.
Provide Service With a Smile: It doesn’t matter how swamped they are. They are having fun and providing excellent customer service no matter what.
Are You A Resource: Great bartenders know the hottest clubs, the best restaurants, and are happy to make recommendations. How well do you know your product and industry? Are you a resource to your customers?
Quench Your Thirst: Great bartenders know what you want and give it to you fast. They …
Hook You Up: Providing something “on the house” can be a great investment. You can’t give everything away for free, but a strategically placed freebie to a loyal customer can land a huge tip or close a big sale.
Treat Everyone Like a VIP: Treat customers like a VIP and they will buy like a VIP.
If a customer has a bad experience, they will go to the next bar. If they love the service, they’ll keep coming back for more. Customers can get a Coor’s Light at any bar; why will they come back to your bar?
Matt Tucker is a fitness-crazed, bike addict, with a coffee obsession. He lives in Denver where he frequents local music venues, coffee shops, public libraries, dog parks, and ski slopes. He is a vegetarian because of health and environmental reasons, not because he likes cows. And yes, there is a way to get enough protein on a vegetarian diet and still have the power to run half-marathons and ride hundred mile bike rides. Matt convinced his company to let him work from home 1,800 miles away from the corporate office and eventually quit his six-figure job to travel and try to create work that he is passionate about.
