A few days ago, we had a situation at our bar when a guest requested one of our bestselling drinks but wanted just a few ice cubes. Our waitress explained the reason why the glass must be full of ice and she also advised the guest that serving it in that particular manner won’t be in his best interest. The guest overruled her advice and ordered it anyway. She explained to me the situation and I’ve made it according to his preferences and sent it away. It was not the best looking drink in the world, but it suited our guest.
Seeing this, my colleague asked if I am fine with the situation and how do I sleep at night when I consciously know that I’ve sent a drink that was not prepared to our standards.
Before I go any further, I need to point out that our standards imply that all our cocktails and mixed drinks that are made in a tall “Collins” type of glass, that should be filled all the way to the top with ice. (cubes, cracked, crushed, etc.) The reason is simple: quicker chilling - slower dilution.
In spite of this basic bar rule, I’ve sent it to our guest with only few ice cubes, knowing that will over-dilute the drink and the temperature won’t be the same as in our other cocktails.
Why? Mainly because I care about my guests and when I am behind the bar, I work for them. If they prefer a drink made in a certain way, I always try to advise them, but they make the final decision.
You see, as a bartender you must first understand that you are making drinks for guests and not for bartenders. Guests just want to have a good time and they never care about your dilution rate or temperature charts. This is all bogus to them. They want their cocktails to be tasty and delivered as soon as possible.
At the end of the day, you not only won a guest, but your bar increased its revenue by a small amount. Maybe your tip jar as well. And this is only a drop in the ocean. Try to see the bigger picture! If you make a guest happy now, this could transform into a great transaction for your establishment for a long period of time.
Bartenders need to stop being stubborn and definitely not take themselves too serious. I’ve seen a lot of cases where bartenders refused to make slightly adjustments or make the drink at all if it wasn’t the way that they wanted.
Your job is not to judge a guest’s preference in drinking. There are a lot of strange cases in history where people choose to drink spirits in a certain way even though it was considered a sacrilege by others. I remember one time attending an exclusive whisky tasting and the most sought up whiskey there ended up to be enjoyed with coke. It is what it is! People have strange tastes, but that it is not our concern.
Our main concern should be the guest and only afterwards the other guys who are making the products we are working with. Do you know that at this moment in time, there are people in the spirit-making business that earn 2$ a day? In spite of that, they do their job every day so that you (the bar) could have one of their products into the back bar. They are counting on those 2$. Who are you to refuse selling their drink by invoking “standards”?
Jerry Thomas once said: "An efficient bartender's first aim should be to please his customers, paying particular attention to meet the individual wishes of those whose tastes and desires he has already watched and ascertained; and, with those whose peculiarities he has had no opportunity of learning, he should politely inquire how they wish their beverages served, and use his best judgement in endeavoring to fulfill their desires to their entire satisfaction. In this way he will not fail to acquire popularity and success."
I mean, if he could apply this principle 160 years ago, why can’t we now? The world is full of over-zealous bartenders, so you don’t need to be one of them!
This being said, I always sleep on my right side. What about you?
Cheers,
Mihai
