Guest Services Essentials

This Guest Services Essentials series is dedicated to explaining how to create an exceptional tasting room reputation by starting with the guest experience. These insights come from my six years in wine, having worked in and managed multiple tasting rooms, and my current adventure in fine dining at the highest level.

There are thousands of tasting rooms in America, all competing for customer satisfaction and retention. Though it may be exciting for a winemaker to propagate their own brand, they will soon be another business owner wondering how they can attract customers. There are only so many places for guests to visit in a day and only so much wine they can taste and buy. But attracting new visitors is only a small portion of the battle. The foundation of guest retention is built on above and beyond customer service.

Sure, your wine may be exceptional, but that’s secondary to the atmosphere.

Should guests take a chance and relax in your space, it is now up to you to make their experience positively memorable. Yes, it can be difficult, especially if you are one of many tasting rooms in your area. It may even take years of hard work and dedication to stand out, which is why it’s important to set a standard of service and practice every single day so customers know exactly what to expect when they walk in the next time.