We are all familiar with the Golden Rule – Do unto others as you would have others do unto you; in other words, treat others as you would like to be treated. But in a high-touch service industry like wine, is that really the best we can do? Successful wineries have…
From over 500 WISE mystery shops over the last two years, we know that only one out of six tasting room professionals actually assesses customers’ buying needs and then adjust the conversation accordingly. Too many of your team members get stuck in “monologue mode” and miss the unique preferences, needs…
How do you know if your tasting room team is winning or losing? Are you keeping score – what numbers do you monitor on a regular basis? Because, guess what? People RESPECT what you INSPECT. So these are the numbers – the ones you poke at – that your team…
From over 500 mystery shops in the last two years, we know that only 21% of tasting room professionals are telling a compelling brand story, less than 16% of tasting room professionals are profiling customers’ buying needs, and only 17% of staff people are effectively selling wine club memberships. Your…
What is your brand messaging? Are you a boutique, family-owned winery that makes hand-crafted wines? That may be true, but it is not a unique brand story. What makes your brand different from your neighbors and other wineries sells the experience. What you and your team think of as your…
Is your team “Cue-less” about customer buying signals? We’ve conducted hundreds of tasting room mystery shops and found that clear cues often go completely unnoticed by tasting room staff. These tell-tale signs might be verbal or more likely, 70% of the time, in fact; they are non-verbal. If your customer…