In the past 5 years, we’ve seen a trend with our mystery shopping and the experiences wineries are providing. It used to be the exception, not the rule, when we would see a host surprise and delight a guest beyond their expectations. In the past, we used the ‘bonus pour’…
With the arrival of Daylight Savings Time, we know that it’s just a matter of weeks now until busy season starts. Let’s get ready to shine with these 10 tips. Great Greeting We only have one chance to make a great first impression, so we need to make sure that…
Is your brand in a holding pattern, waiting for a destination winery to be built? Perhaps your brand makes wine in a warehouse district with little organic foot traffic. Maybe there is a mountain range between your winery and where your target market is located. Whatever the reason, more and…
Ring-Ring – Who’s There? Caller Communication Styles Every customer is different in their relationship with us, and in their relationship with wine. But most importantly, each one is also different in terms of their own behavior and communication styles, irrespective of us. We get lots of visual clues about this…
Top 3 New Year’s Resolutions for DTC Success Cheers to the New Year! A brand new year is ahead of us, and we vow to do all those wonderful, productive things we didn’t get to do last year. As we set our sights on growing our business this year, let’s…
The Importance of Immersive Holiday Experiences With a successful harvest now behind us, it’s time to focus on our customers’ needs and wants for the holiday season. While most retailers have been planning for months for this all-important period, it’s not too late for us to come up with the…
How to Succeed in 5 WISE Steps Telesales is the fastest growing channel in winery consumer-direct-sales. Whether you choose to do this in-house or outsource it, we encourage you to take advantage of this sales channel – but be smart about it. Staffing for it requires special skills and training. …
One one-thousand, two one-thousand… it takes 7 to 10 seconds after walking through the door to positively impact a guest’s decision to buy. Everything they see, hear, touch, smell, and taste is a form of communication, creating tangible and intangible impressions of your brand. The cumulative effect of how their…
According to a recent study of guests at 5-Star Resorts in Europe, the three most significant, positive employee behaviors that impact the guest experience are: Being polite and cheerful Making the customer feel special by anticipating needs and providing relevant surprise and delight, which is tapping into their unidentified desires…
Now that the weather is getting warmer in most of the country, it’s time to plant seeds in our gardens that will grow food and flowers in the months ahead. This annual ritual of spring renewal is a happy time for gardeners. For those of us who manage Tasting Rooms,…