Inaugural Mini-Series ~ Episode V: “Excelling at Customer Service – A 1/2 Pint of Ideas”
I’m going to cut right to the chase this week: we are all in this together. While the craft beer industry still shares less than 10% of the global beer market, breweries in Colorado, across the country, and throughout the world, musk work together to increase the entire industry’s success. I learned recently that this is called “coopetition,” and I think that’s a beautiful new paradigm in which to conduct business.
Yes, breweries are still competing with one another to push the envelope, but extensive cooperation must exist for the craft beer industry to survive and thrive. Here are three ways that can happen, let us know if you have others:
1) Is there another brewery or beer bar in your town or in the area? If so, know where it is, know who runs it, and know what beers are on tap. When a customer asks about where else they can get a good pint in town, you can make a solid recommendation.
2) If you don’t have something nice to say, don’t say something at all. There’s no room for trash talk about another brewery while sipping a pint of delicious beer. The craft beer industry is about being positive and optimistic, let’s keep it that way.
3) Collaborate on a beer. Two savvy and smart brewers are often better than one. There are examples of collaboration ales all across the country, and not only are customers seeking out these selections, they are thoroughly enjoying them as well. Make something together.
Are you afraid all this will keep customers from walking through your door? Doubtful. We make the trek to the San Juans and Fort Collins not just for their beautiful scenery, but because both places are beer destinations now as well. The more people that sample a larger variety of good beer at cool locations, the more customers know, experience and understand, the more we partake in the industry.
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 could, 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.