Do you give out Wine Cards?

Posted by barblog on Oct 5, 2009 in Bar Management, Bar Service | 1 comment

If you serve wine in your bar or restaurant and I’m guessing that you do, then you should consider providing Wine Cards (see picture below) for your customers to remember both your establishment and the wine they enjoyed on their visit.

It won’t be the end of the world if you don’t provide it, but it’s just another example of an added touch that will help customers remember you the next time they are flicking through their wine book or thinking of a place to go out to eat.

The wine on the pictured wine card was fantastic by the way and went very well with the fillet mignon I enjoyed at Barcelona Restaurant in Columbus this weekend.

When I worked for the Yachts of Seabourn, one of the added touches we brought to the wine service was when a guest had finished a particularly expensive bottle of wine, we soaked the bottle in warm water until the label became easily peelable. We than pressed the label between two pieces of paper towel to dry it, before presenting it in a nice souvenir booklet with the details of the wine, the particular cruise it was enjoyed on and the date.

Nothing that would need a degree in rocket science for but a memorable touch nonetheless.

What’s the Difference between Service & Civility?

Posted by barblog on Sep 26, 2009 in Bar Management, Bar Service | 5 comments

Whether your staff know it or not, there is a difference between Service & Civilty and the difference is significant.

The more I eat out and the more I try out new bars, the more I realise that staff need to be trained in the differences.

Civility is defined as a polite act or expression. It’s when staff say hello, or smile and bid you farewell on your way out the door. I expect this civility and I always make sure that I reciprocate out of “civility”. This is an expected part of life. It’s not unique to the service industry and should be something we all do every day. This is not service and I don’t pay for it.

Service is what I pay for. Service is the additional tasks unique to the establishment and industry. It’s the taking of my order and delivering what I asked for and doing it pleasantly and without bitterness or resentment.

Service is what I experienced last night when I asked a server in a Restaurant who was on her to the kitchen to point me in the direction of the restrooms. A civil response would have been to point them out and continue on her way. Instead, she put down the plates she was carrying, asked me to follow her while she led me to the restroom door. She then asked if I would be able to find my way back okay or if I would like her to wait for me. That, ladies and genetlemen, is service.

So before you pat yourself on the back because you think your business gives great service, ask yourself whether your staff are providing Service or maybe just Civility.

There is a difference and it shows.