Читать книгу Bartending - Adam Freeth - Страница 15

• Customer approaches the bar.

• Bartender acknowledges the customer, whilst wiping down the bar and placing a napkin in front of him.

The bartender greets the customer and asks what they would like.

• Customer asks for a bottle of beer.

• Bartender suggests a range of beers.

• Customer asks for one of the suggested beers.

• Bartender commends the customer for their choice and asks if they’d like a glass for the beer.

• Customer says ‘yes please’.

• Bartender asks the customer if they would like anything else.

• Customer says ‘no thanks’.

• Bartender takes a cold bottle of beer from the fridge and presents the label to the customer for approval and provides a clean glass.

• Bartender tells the customer how much it will be.

• Customer hands the bartender a note.

• Bartender calls out the note, tenders it and gives the customer the change.

• Bartender completes the order by thanking the customer.

It may seem that Bartender B does three times as much and takes much longer to serve the customer than Bartender A, but apart from the few seconds of interaction with the customer the service takes the same time but has a much more positive impact on the customer’s experience.

The quality of a service experience determines both customer satisfaction or dissatisfaction and the likelihood of a return visit. Have a passion about what you do; if you are having a good time at work, then your guests will also have fun.