Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Whenever I go to a restaurant with family, friends, or even coworkers, my first instinct is to scan the bar for available seating.
Why? Because I love eating at the bar.
It started when my husband and I went to a restaurant we frequent. One night when they were busier than usual, my husband spotted a couple seats at the bar, so we decided to wait there until a table became available.
Although we’d been there countless times, we never sat at the bar. The bartender came over and laid down cloth napkins and place settings in front of us, asking if we’d be joining them for dinner. She was very warm, very welcoming, and very convincing. We looked at each other like, “Why didn’t we think to eat here?” and proceeded to have a lovely night dining and drinking and chatting. Because the bartender checked on us more than a server would in the traditional dining room, we ordered more than usual.
When we left, we promised to make our bar dinners a new tradition.
According to a bar startup guide from Investopedia, the U.S. bar and nightclub industry “grew 0.9% every year between 2017 and 2022.” They also confirm that profit potential generally has to do with big margins on food and alcohol. And while some bars don’t have a kitchen that can offer a dining menu, those that do need to create a bar atmosphere that welcomes guests, making a purposeful place to drink and dine.
Below is a list of ways to refine your bar area so guests feel comfortable ordering anything they would at a traditional table – and possibly having more fun in the process.
I’ll state the obvious first – a lot of times, guests don’t know it’s an option to eat at the bar.
This may sound silly, but put yourself in the guest’s shoes: They’ve possibly never sat at this bar, and they assume (like everyone else) that it’s appropriate to just order a drink while they wait for their table. Or they just came out to have a cocktail, and they don’t realize they’re hungry or that this establishment even offers food… at least until they’re offered a menu and told about the scrumptious specials.
Some restaurants wrongly assume guests know what they want. It’s your job to guide them in their choices to enhance their overall experience. A knowledgeable, alert bartender can easily convince a guest to order food, which in turn runs up a much higher tab than if the idea of dining there wasn’t even brought up.
Guests have to be made to feel comfortable with the idea of eating at the bar. A friendly bartender can set the mood simply by pulling out fresh silverware and asking, “Will you be dining with us today?”
Happy hour is a great way to get guests dining at the bar. But the “happy” doesn’t have to end there.
Bar menus can make guests clamor for the chance to order what others can’t. One restaurant in Islamorada, Florida offers a list of dishes you can ONLY order and eat at the bar. Sitting 10 feet away at a table? Too bad. They won’t let you get the mouth-watering meals only available with a bar stool under your bottom. Originally done to satisfy guests who couldn’t get a table at this in-demand food destination, it’s now created a frenzy at the bar – in fact, guests now wait at tables for a bar seat to open up!
Want guests to really feel special? When they order a particular drink, make it magical by playing a song, ringing a bell, or having the bartenders perform in unison.
Disneyland’s hidden tiki bar Trader Sam’s reenacts a small shipwreck with lights and sound effects every time a guest orders the Shipwreck cocktail – then bartenders spray the crowd with water. Even if you can’t pull off something this elaborate, plan out an acknowledgement. It encourages other guests to order the same, and they’ll share their experience with others, who will come check it out for themselves.
Because of the proximity to guests, bar staff can interact more consistently and more personally with guests.
Whenever I sit at a bar, the service is generally faster – and friendlier. Bartenders are incredibly hardworking individuals who are just as busy (sometimes moreso) than servers. But because they are limited to the space behind the bar, they can keep an eye on things and tend to guests’ needs on another level. When service is slow, they’re able to hang out and get to know guests.
I’ve also found that seeing how bartenders work makes me feel like I’m part of the action. A good bartender will know when to keep up the banter and when to leave guests alone who are enjoying their own company. And hopefully when guests see how busy bartenders are performing the endless tasks required of them, that respect will translate to a big tip.
Another hidden benefit? If good tipping becomes the norm, you can bet your bar will become a desirable place to work once word gets around the biz.
I think bars are the coolest, and I will continue to eat at them whenever there’s a spot available.
The bar is a great place to eat, and a great place to increase sales. Just make this untapped area for dining a fun and comfortable place to hang out. If it’s not utilized for dining, then frankly, it’s a wasted opportunity. Use all of your space – especially your bar seating – to serve your food with pride and give guests a bar experience they never thought was possible.
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