Yes We Need Customers

The Five-Step Guide to Bartending: Mastering the Art of Customer Service (with Wisdom from Over Forty Years in Hospitality)

Having been in the hospitality business for over forty years, I can tell you that the fundamental principles of customer service never change. Whether you’re shaking cocktails or pouring pints, these five steps will help you become the bartender everyone loves.

Step 1: Greet Your Patrons

Imagine you walk into a bar, and the bartender greets you with the enthusiasm of a flat soda. Not exactly inviting, right? Instead, channel your inner mixologist superhero. Greet your patrons with a smile that says, “I’m genuinely thrilled you’re here,” and not, “I’m counting down the minutes until my shift ends.” Remember, first impressions matter, so start on the right foot—or should I say, with the right shake? Oh and if you already know your guests, please say hi and use their name and hopefully have their drink already in your hand.

Step 2: Be Polite and Make Them Happy to Be There

Use your manners as if your tips depend on it—because they do. “Please” and “thank you” should be your catchphrases. Compliment their drink choice, even if they order a pi?a colada in the dead of winter. Make them feel like they’ve stepped into their favorite speakeasy. The key is to be genuinely pleasant without coming off as overly eager or fake. It’s a delicate balance, but after four decades in the biz, trust me, you’ll get it right.

Step 3: Deliver the Drinks with Professionalism

Now, this is where your skills truly shine. Pour those drinks with the finesse of a seasoned maestro. No spills, no messes. Imagine you’re auditioning for a role in a high-budget bartending movie where even the slightest mistake could turn the director’s hair gray. Professionalism is your ticket to making patrons feel like they’re in a top-tier establishment, even if the closest you’ve come to Hollywood is binge-watching “Cocktail.”

Step 4: Ask for the Next Cocktail or Wine

Timing is everything. You need to master the art of reading your patrons. Is their glass half-full? Perfect, it’s time to suggest the next round. Don’t wait for them to flag you down like they’re signaling for a rescue boat. Proactive service is your mantra. Make them feel like you’re anticipating their needs (in a non-creepy way). This step is all about balance—suggest, but don’t pressure. Nobody likes the overzealous bartender who’s pushing drinks like they’re trying to clear inventory before closing time.

Step 5: After Dinner: Drinks or Dessert?

So, they’ve finished their cocktails, and now comes the crucial moment. Do they want to end the evening with a sweet treat or a nightcap? This is where you become the ultimate enabler of indulgence. Paint a picture with your words: describe the desserts with such vivid detail that they can almost taste them. Make the after-dinner drinks sound like the secret to eternal happiness. The key here is subtle persuasion. Make the options irresistible, and watch them cave faster than an ice cube in a hot toddy.

The Don'ts: A Quick Guide to Not Being "That" Bartender

No Phone Zone

If you’re glued to your phone like it’s an extension of your hand, you’re doing it wrong. Social media can wait. Your job is to be present and attentive. Imagine the horror if a patron sees you swiping through memes while they’re trying to get a refill. Trust me, the cat videos can wait.

No Snacking Behind the Bar

Yes, we know the bar snacks are tempting, but sneaking bites behind the bar is a no-go. It’s not just unprofessional; it’s also the quickest way to gross out your patrons. Keep the munchies for your break time.

Pay Attention to Your Guests

This one’s a no-brainer. Your patrons are there for an experience. If you’re not paying attention to them, they’ll notice. It’s like going to a concert where the band ignores the audience. Don’t be that band. Engage, interact, and make them feel like they’re the most important people in the room—because, let’s face it, they are.

Follow these steps, avoid the pitfalls, and you’ll be the hero of the bartending world. Or at the very least, you won’t be the bartender who makes everyone cringe. Cheers to that!

Dan Andrews

Former OG bartender and Owner of Pure Pour