Customer Service Award, Episode III: Revolution Brewing of Paonia
Continuing from last week’s post on “Information Saturation,” it seems necessary to highlight the crucial service a brewery’s website provides to the beer traveler. In the age of smart phones, I-pads, and even those archaic things called laptops, accessing up-to-date information on the web remains extremely important. This might seem obvious, but you would be surprised at how many websites lack easy accessibility to portions of the key details discussed below.
While most of the towns and cities listed in the “Flatland” section of our site usually abound with high-speed internet, once we wander into the mountains, accessing the web gets slower and less-reliable. For these reasons, we think it’s critical to offer basic information on the homepage of every well-put-together brewery website. What should be apparent and obvious on the landing page, or a simple find right near it? Answers to these five questions, which Revolution Brewing handles perfectly on their site:
1) Where is your brewery located? Provide a physical address to easily Google. A map specifically locating the brewery in your town offers even more clarity and accessibility.
2) When are you open? Believe it or not, brewery hours sometimes seem strange. Do you not open until 3 pm on Fridays? Let your customers know this, and all your other hours of operation. If your hours happen to fluctuate, and you can’t update your website frequently, list intended hours, followed by an immediate phone number so we can call and check. We’ve driven out-of-our-way for breweries on several occasions that just happened to be closed.
3) What’s on tap? Not as important probably as the first two bits of information . . . chances are, if we’re headed your way, we’ll taste what you’ve got. But letting us know that something extra special, or something rather limited, is being served, might entice us if we were hesitant, particularly on days when maybe we were planning on a beer-tasting break.
4) Who are you? Okay, the name of the brewery is surely located on the headlining banner of your site just so I can be sure that I’ve come to the right place. This question is more about who YOU are . . . Who is the brewer? The owner? What’s the special niche you’re after? How long have you been in business? What’s your specific style of business? What’s your interest in beer? Back-story always adds to the tasting experience, particularly for new customers.
5) Where else can we find you? Social Media is a wonderful way to keep track and become friends of our favorite breweries. Links to your Facebook page can make friending you easy, and we all need more friends.
These five questions make all the difference for an exploring beer connoisseur, and offer helpful, precise, pertinent answers with just one click. With more than a 100 breweries to choose from in Colorado, we need as much information saturation as we can get.
Explanation of Customer Service Posts: At Colorado Brewery Days we strive to remain positive in our writing about beer and breweries. Our goal is not to offer criticisms on beer, but to advocate for the craft beer scene, particularly in Colorado. After visiting just about every brewery operation in the state, (and several more all over the country and world), we felt that we might be able to provide some ideas for breweries to increase their success as a small business. We will never point out a brewery that doesn’t do things quite as well as they might, but we always provide an example of a brewery achieving a high level of customer service in a particular area (presented in our weekly award). Please let us know if you have questions or if we can help brainstorm additional ideas or advice.