Every business should have a baseline for customer service… in writing and included in the manual that is given to every employee, regardless of his or her position at the winery.
Start with the basics, something simple such as: “Guests will find the winery/tasting room open during the posted hours of operation.”
There is nothing visitors find more frustrating than to get to a winery before closing and find that the tasting room is already closed. Okay, there is one thing more frustrating… When they find the tasting room closed and the employees they can see inside refuse to open the door but instead mouth to the visitors, “We’re closed.” And, yes, that does happen.
How do I know that consumers find this so frustrating? They tell me. I talk to winery visitors a lot, in tasting rooms, at events and even at private parties, in restaurants or wherever and whenever I get the opportunity.
Of course there is the rare occasion when you have to shut down early. If there is a good reason to do so, put a sign on the door: CLOSED DUE TO GNU STAMPEDE. While, that one’s not likely, you get the drift.
If anyone would like a copy of my Baseline for Customer Service as a start for creating yours, please let me know and I will send it off to you.
A tip of the glass from me to you!