She Loved the Taproom Vibe. She Didn’t Return.

A guest recently visited a taproom on a Tuesday night. They liked the beer. They enjoyed the live music. The vibe? Solid. But when asked if they’d return, they said:

“Probably not. There are other nearby breweries that are just as nice.”

Why? Staff didn’t ask if it was their first visit. No beer recommendations. No mention of a food truck in the back. No suggestion to try a flight or take something to go.

Everything looked and felt fine—but fine isn’t what builds loyalty. It’s the moments of engagement that do. And those don’t happen by accident.

This guest’s experience wasn’t the result of bad service. It was the result of missed opportunities. Here are a few simple ways your team can avoid the same quiet exit.

1.       Start with Curiosity: Ask One Simple Question

“Is this your first time here?”

This question opens the door to meaningful conversation and instantly personalizes the guest’s experience. It gives staff a chance to offer tailored recommendations and sets the tone for engagement, especially when guests walk in without knowing what to expect.

While we don’t want your staff to sound like robots from a chain restaurant, suggest a variation of this line when training your team. With practice, it’ll become second nature.

2.       Be Proactive, Not Reactive

Guests frequently mentioned “no one told me about the food truck” or “I only found out about the app through a sign.”

These are missed opportunities for hospitality. Proactively sharing what’s happening in the space. from food trucks to merch specials, makes a guest feel like an insider, not just a transaction.

Before each shift, give your staff daily talking points with 2-3 key things to mention during their shift.

3. Recommend with Confidence

Multiple guests said they weren't offered beer suggestions, even when mentioning it was their first visit.

Guests often want guidance. A thoughtful recommendation (even one) adds personality and can start a more meaningful conversation. It also creates a subtle upsell opportunity. Think flights, to go beer, and merch.

Encourage your team to think about their favorites on the menu and recommend those items.

Want to know what guests really experience in your space? Let’s find out together.