Training your team in customer service at a bar

Customer service should be something that is experienced, not just something you say. This must start from top to bottom. Your employees receive their signals on how to treat your customers as managers / owners. If they see you doing good customer service, they will follow your example. You can help your employees practice better customer service such as:

1. You hire people with a service mindset

Some people enjoy being able to make others feel happy and make their experience great. Others are genuinely concerned about making people entertain and going out of rails to ensure that everyone spends their time in the bar splendidly. They may not be super-exaggerated or unable to talk to everyone about everything, but their desire to try and remain satisfied is the number one priority. These are, of course, the type of people you want to work for you to make sure your bar provides the best possible customer service.

Here are a few things to look for in service-oriented employees:

  • Smile: The smile should be what your customers see all the time while in your bar.
  • Sales experience: Often people who have been in sales in other industries can be fantastic staff at your bar. They will share their experience of helping people buy items from a retail store, for example, and use those skills at the bar. Different product – the same basic idea.
  • Solving Problems: Problems arise because things do not always go as planned. (Really, who is planning for problems?) Hiring employees who can think and head out with solutions that work for you and your client is a great bonus for your bar.
  • Organization: The employee’s ability to be organized during the chaos, which is always part of a day in the life of each bar, is essential in order to prevent problems before they occur.
  • Empathy: A service-oriented employee sees the world from the client’s point of view. He will take the time to look at the burgers and say, “Will I want to eat this?”. This may stop less than the perfect dish to come out of the kitchen.

2. Delegate employee rights to make things right

Your bartenders and waiters are the first people to hear when something is wrong in the bar so they need to be given some power to do things right. Of course, we do not want every complaint to lead to free drinks for a party at four each evening, but the easier the waiter or the bartender in their efforts to provide a great customer experience, the chances are bigger, those little gestures to pay you back in the long term.

You, of course, must constantly balance how much power your employees want to have, but here are some ideas that can help you formulate your policy:

  • The waiter or bartender should be able to immediately replace a drink or food if it does not meet the customer’s standards. The longer the customer waits, the harder the situation becomes.
  • Consider allowing staff members to distribute at their discretion a certain number of free drinks each evening.
  • Service is service. Your employees need to understand that decisions will have to be made on the spot at any moment; they can not call the manager every time there is a problem. When employees replace a cocktail or something from the kitchen, tell them to write it with a brief explanation. Then you can solve the problem, but after the client leaves. Do not enter into a dispute with the client. The customer is always in the right. Remember, however, that some issues need to be solved by the manager alone (such as denial of customer order or sexual harassment).

Knowing exactly how to handle difficult situations takes time and experience. Your employees will learn from their mistakes. But do not use them against them if the situation is not resolved in a perfect way. Whenever they deal with more difficult situations, they acquire skills. These skills will help them do better next time.

Look for positive coaching options – anyone can try to analyze what the employee could do better in the situation. But also take time and praise your employee for the positive customer service situations.

3. Keep your employees “informed”

The more your employees know about your business, the more they feel it as their business. And when they think of it as their own business, they become more interested in it being successful. They, in turn, can also distribute business information and convey their enthusiasm to customers and friends.

Keep your employees informed in all ways – by setting short appointments (operations) before each shift, making longer weekly appointments or sticking important notes to a central location. Ensure that all staff members receive the same information.

Regularly inform your employees of the important things that happen in your bar:

  • Upcoming promotions
  • New items in the menu
  • Schedules for live music, football matches, etc. important TV shows
  • New bar games (beer-pong, darts, pub-quiz …)

Take the next step and request information from your staff about what they think will appeal to customers. They are daily with your customers and may have a different perspective that you have not reported, or perhaps your customers have made suggestions to your staff for something that can be improved or optimized. Encourage them to share these ideas with you. You can even offer your employees even bonuses for new ideas or promotions.

All these principles and approaches are commonplace and are applicable not only to the bar business. Do not forget that you are as good as the customers who come to you. Customers are the first. Do something nice and they will tell 10 people; do something wrong and say 100. There is no substitute for good service!

How to build long-term customer relationships

A business is as good as the good customers it serves. There is no business that would go far if it loses its customers. The key to success is building relationships that go beyond one-off projects and provide value to customers on a consistent and consistent basis.

Here are some tips for developing a productive and lasting relationship:

1. There is no such thing as over-communication

Customers rely on you to keep them up to date. Make regular calls and meetings with one of your top priorities. This includes updating and reminding of different projects and questions, as well as getting acquainted with any bumps that you encounter.

2. Be a useful resource

The more value you offer, the more your customers start to depend on you. Do not hesitate to share information that your customers may find useful, whether it benefits you in some way or not. At the same time, refrain from shooting them with irrelevant news or gossip, and do not worry about offers that you know are unlikely to interest them.

3. Be honest at all times

There is no way for a long-term relationship to survive if the two sides are not honest with each other. In addition to providing a product or service that your customers need, your primary responsibility is to be open and honest in all their dealings with them. Customers are smart; they know when they are misled or manipulated. Even using a “noble lie,” for example, about why you could not return a phone call can damage your reputation. Without a reputation for integrity, you will never be able to cultivate the type of long-term relationships your business depends on.

4. Always keep your terms

“Stated word – thrown stone” should be a guiding principle in all your customer relationships. When you say you do something, there should be no doubt in your client’s mind that this may not be the case. By tying up with a deadline, you release your client from the worries that a vital product or service may not be ready on time. This lack of anxiety builds trust and customers prefer to work with a business they can trust, instead of wasting time looking for someone else, even if it is cheaper.

Developments in customer relationships are critical to getting repeat business and referrals. Make it easy for your current clients to recommend you by contacting them regularly (but not annoyingly!). Make sure you send different and useful messages, not just notes to increase your sales. Do you remember those annoying friends in your life that they always take and never give? Do not become the business equivalent of these people. Make sure you provide value to your clients and they will reward you with long-term loyalty.

9 body language habits that make you look unprofessional

Whether you realize it or not, the use of inappropriate non-verbal signals can create a huge impediment to your success. Research shows that 60-90% of our communication with other people is non-verbal, which means that the body language we use is extremely important.

Therefore, the way you present yourself, and above all, the way you communicate non-verbally in these first few crucial minutes of meeting a new person can build or destroy potentially important business relationships.

Is it possible to send incorrect messages with the non-verbal language? Are you sure?

Here are 9 examples of bad body language that will undermine confidence in you and your good intentions … and will make you look unprofessional every time.

  1. When your back is too stiff and stretched, your shoulders are raised and pinched. You will look tense and vulnerable. Be aware of your posture and do your best to relax and feel comfortable.
  2. When your body points away from the person you are talking to. It says you are not engaged in the conversation, which means lack of respect. Keep your body facing the other person.
  3. When you lean back from the other person. This causes the man to think that you do not really listen to him. Tilt forward to him to show that you are interested in what he has to tell you.
  4. When you cross your arms and legs. What you say with your body is that you are not open to what the other person communicates – you are reserved. Keep your arms and legs uncrossed to show that you are engaged in the conversation.
  5. When you refrain from using your hands to gesture when you talk, it can reduce the listener’s confidence in you.
  6. A weak handshake communicates to the other person,  that you may be weak in another. Most people in business do not want to design such a message. Demonstrate confidence with a strong handshake.
  7. Avoiding contact with the eyes of the person on the other side may suggest the feeling that you are not interested in what they have to say (although too much eye contact can be confusing).
  8. Blink too much. This says you feel uncomfortable in the conversation. Watch your eyes!
  9. Speaking too fast makes you look nervous. Take a deep breath and talk slowly and clearly.

IN-HOUSE TRAINING – ЕxTempore Services Ltd.

Програмата за обучение е изготвена от г-жа Меламед, след одит под формата на „Mystery Shopper”.

How to answer questions about good customer service in an interview

If you apply for a job in retail, customer service, or any other place where you interact with clients, the interviewer will want to understand how you interact with clients and provide them with help. A typical question in the job interview for this type of client-focused position is “What is good customer service?”

The interviewer wants to know what we mean by “quality customer service” and how we can provide it to customers. In response to the question, we need to be ready to give concrete examples of good customer service or personal experience at work or personal experience as a consumer.

Here are some customer service elements to highlight in your answer:

Knowledge of the product: Whether we are talking about books, advertisements on a website or any gadget, in-depth knowledge of the company’s product is essential to ensure customer service.

Attitude: Meeting people with a smile and friendly “Hello” can make a big difference in a shop. As with any other customer service position, friendly and patient attitude is very important.

Efficiency: Customers appreciate the fast response.

Problems solving: Whether they need a new wedding shirt or car spare part, customers are looking for help, and part of good customer service is solving the problem and answering questions.

Examples of best answers

These are sample answers that you can use to answer questions about good customer service:

• Good customer service means having in-depth knowledge and experience with products / services and being able to help customers make the best choice for them. When I was working at XYZ, I spent a few minutes each month reviewing the latest products to make sure I was fully aware of their parameters and way of working so I could make competent recommendations to my customers.

• Good customer service means treating them with friendly attitude and responsiveness.

• Good customer service means helping customers effectively, in a friendly way. This is one of the things that can distinguish a business from the rest of its industry.

• Good customer service means we can handle customer problems and do our best to stay more than satisfied.

• Good customer service means always being positive and ready to help our customers by doing their best.

• Good customer service means getting the most out of our product / service knowledge and understanding the needs of the customer.

• Good customer service means making a good first impression of the business, friendly greetings and behavior, and preserving this good impression in the future. Determining the customer’s needs and quickly solving his problems will lead to satisfied customers who will come back over and over again.

IN-HOUSE TRAINING – ЕxTempore Services Ltd.

Програмата за обучение е изготвена от г-жа Меламед, след одит под формата на „Mystery Shopper”.

Strategic advantage through better customer service

As we know, the success of an organization is determined primarily by demand and supply. If we have several suppliers and many users, vendors may dictate terms, and customers may have no choice but to accept them.

Most companies, however, are not so lucky. Competition has detonated the cozy castles of everyone, even the most powerful, and continues to undermine even them.

When competition flourishes, customer service is essential to the long-term viability of the company. That’s why it should be at the heart of its strategy. A company can only outperform its competitors if it can differ from them; and to be able to preserve this difference in time. Customer service is just that difference. That is why customer service is always critical to the success of an organization.

Few companies are able to excel in customer service as it is very difficult to control. For example, the level of service can vary considerably between two waiters in the same restaurant. A vendor can offer a superior customer service and then worsen it the next in the queue. The difficulty accumulates even more when dealing with multi-personnel staff. In addition to the differences in the workers of the different positions, we also have differences in the relationship between them.

This is both a challenge and an opportunity. Delivering superior service requires careful design and implementation of a whole system of activities that includes people, capital, technology and processes. The few companies that can manage this system stand out and become sought after. This is the basis of their competitive advantage.

Building and maintaining such a system does not require a heroic effort – it is not that difficult to get started. Today’s service is so depressed that it does not take much to surprise most of our customers and get them back for more. The trick is to start before our competitors and then be always a few steps ahead of them. In this way, we will serve the entire industry (sphere or community). Unlike price competition, which tends to drown all players, service-based competition is one of those tides that lift all boats at the same time.

IN-HOUSE TRAINING – ЕxTempore Services Ltd.

Програмата за обучение е изготвена от г-жа Меламед, след одит под формата на „Mystery Shopper”.


The extremely dynamic and open market in the national and global markets is in a difficult period. In today’s increasingly competitive environment, we are constantly changing our marketing and sales strategies or drastically lowering our prices.

Is this enough to attract more customers? How to make customers so prefer our services and products to those of the competition? The focus on the client, the high service standards and impeccable communication – this is the key to success.

A successful strategy for raising service levels includes two main things:

1. The service strategy should also cover internal clients, employees. The quality of the service to the external client starts from the inside – from the way colleagues in organizations are looking at each other. Each company must create its “value system” in the selection and training of staff.

2. Identify customer needs. Most clients are practical people. Most likely they will are returning to the organizations with which they have had positive experiences. Satisfaction and motivation are two different factors. A satisfied customer is not always motivated. Customers have different expectations from different business types. Our service expectations are make it smaller in a small private store than in a big boutique. The key to motivating clients return to their expectations rather than just satisfaction. To exceed customer expectations, we need to understand what he expects us to do.
We need to analyze what other needs he would have if his first contact with us is positive
result. Using SMILES will help you win and retain customers. By following
in this six-step process, you will be able to turn your potential and regular customers into
loyal clients, even the ambassadors of your organization.
*Preparing the environment
(external factors and a professional image)
*Make a good start
(creating a customer relationship)
*If I were you…
(understand your client)
*Watch, listen and learn
(verbal and non-verbal communication)
*Exploration and consent
*Achieving the Goal

In-house standards

We will determine if your business runs efficent and profitable and assure that all best practices are in place. This ranges from a simple business plan to trainings and creating of manuals.

Vesela Melamed also consults regularly for owners, lenders, operators and managers advising clients with recommendations, ideas and opinions on specific ways of improving overall hospitality sales and marketing performance and measurement. Vesela Melamed  research skills produce helpful tools for management in assessing competition, overall hotel market conditions, primary and secondary feeder markets along with invaluable hotel user feedback. Our in-depth industry contacts and close professional relationships allow our clients access to information and opportunities that other firms simply cannot provide. We understand the real needs of hotel operators and owners, managers and investors and as a result, offer a true bottom-line, value driven perspective.

We offer consulting services and efficient solutions in the areas of:

  • Budgeting
  • Standard Operation Procedures
  • Recruitment
  • Training & Development
  • Sales & Marketing
  • Hotel software
  • Registration, Classification & Grading procedures