I was reading a wine blog that talked briefly about making people feel special, which, as you may know, is the motto I live by. I was doubly interested when I read that the writer said – that it was probably not possible to do this with the hundreds of people who come through your (winery) door [or buy your products] annually, but you can pick out a few.
If you want to be successful, you’d better pick out more than a few. My thoughts are that you may miss a few, but the majority of your guests should feel as if they have never been treated as well as they are treated at your winery.
And based on the customer service I receive most of the time, it shouldn’t be that hard.
Making people feel special is as simple as:
- Welcoming guests as soon as humanly possible with words or a gesture and always a smile.
- Telling them your name (asking their names)
- Asking them questions and listening to the answers
- Showing an interest in what they have to say and referring back to their opinions, ideas or questions.
Okay, that’s the basics covered, now let’s move on to “advanced pampering”.
Check in with guests regularly to make sure they are interested in what you are telling them. Most of the time, you can tell by the look on their faces that they have reached the limit of their ability to take in more facts.
Offer something they hadn’t expected; perhaps a cracker with some cheese or specialty mustard that you sell in the retail room? An extra taste of wine, they hadn’t expected is always a guest pleaser.
Compliment guests who visit your tasting room. Try for one compliment for each group that comes in. Vary compliments so no guest or group hears the same thing twice.
Share a laugh with your guests. Tell them about something funny that happened at the winery or while you were at an outside tasting. Or even something that happened to you when you were at home or with friends. Life is way too serious in most tasting rooms. The caveat with this is, if the laugh is one anyone it has to be on you.
Tell them how much fun you have had with them. Very few people dislike being told that they are fun.
There are dozens of things that you can do to makes guests feel special. Think about what makes you feel special.
What have you tried that works well? Please comment on the blog and let us know.
A tip of the glass from me to you!