Inaugural Mini-Series ~ Episode VI: “Excelling at Customer Service – A 1/2 Pint of Ideas”
Customer Service Award, Episode VI: Bristol Brewing, Coloraodo Springs
Okay, this might sound like customer service 101. But at the same time, it might also be asking too much. You have to earn your prestige of being a local, by actually being a local, right? Maybe not. Imagine walking into an unfamiliar brewery and the bartender greeting you with a warm hello. Imagine that same bartender asking how you’re doing and if you have any questions about the beer. And finally, imagine that bartender not rolling his or her eyes when you order the almighty sign that you are in fact not a local: the tasting tray.
So this is probably a bit hyperbolic, as a lot of breweries and bartenders in Colorado are extremely friendly. But on a daily basis, (and not just in the brewery industry), we risk presenting ourselves as curt, rude, annoyed, uninterested, and simply bored. Sure, we’re all going to slip up on occasion, everyone has a bad day now and again. Despite these shortcomings of our human nature though, breweries are at the center of restoring community to our world, and thus have an added responsibility to build and promote community whenever they can. And that should begin with their customers: locals and travelers alike.
Now I’m not necessarily asking for over-the-top, sing me happy birthday, dance a cheer when I walk in the door. A genuine smile, a genuine interest in me as a customer, and a willingness to answer questions about the beer knowledgeably and without disdain, will go a long way. Bristol Brewing received this week’s Customer Service Award, because they do exactly that. And more than likely, if I have a positive experience in a brewery because of just one element, (its beer, its atmosphere, or its people), I am much more than likely to say, “hey, that place is cool, let’s go back there.” And I’m pretty sure there isn’t a business in the world not looking for that statement.
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.