Darian Everding manages London Underground, a craft beer and whisk(e)y bar in Ames, IA.
Along with so many others in the industry, Darian has seen more angry, disruptive customers than before the pandemic. Ours is an era of rage, a recent article from the New York Times wrote, and the data bears that claim out: London Underground has had to ban more customers in the last year than in all of the previous five years combined.
So how do you teach staff to deal with these situations? The answer for Darian is communicating with staff and using de-escalation training. Here are the take homes from our conversation:
The interview clips from this discussion aren't long (about 15 minutes total) and are very insightful. Do yourself—and your staff—a favor and watch them. And if you have any follow up questions please just reply to this email and I can get you in touch with Darian.Watch interview clips
For a beer drinker there isn’t much worse than getting excited about a beer you’re going to order, ordering it, then being told it’s no longer available.
You’re disappointed, and instead of straight-up joy, you’re starting the night off with a bad experience.
(The experience isn’t much better for the bartender—I know from experience.)
Depending on how out-of-date your menu is and how many folks come in, you could be providing dozens of folks a bad start to their visit.
You should avoid this experience, even if updating a menu is a pain in the ass (though it doesn’t have to be—more on that below).
You can do this manually. How you implement it depends on what works for your team, but it could look like this:
It certainly takes some time, but if you avoid just a few bad customer experiences, that time is well worth it.
👉 If you don’t want to update your menu(s) manually, you could use BeerMenus to automate your menus. With a single 10-15 second menu update, you can update your professionally designed Print and/or TV Menu. No fussing around in Google Docs, Word, etc. Take BeerMenus for a free 14-day spin to try it out: