Throw Up on a Rollercoaster: How to Prepare Your Team for Less-Than-Ideal Situations

It’s important to provide your team with a roadmap. As owners and managers, there are likely certain ways you’d prefer specific situations to be handled. Consider cataloging these in your handbook. Don’t just write them down, LEAD. BY. EXAMPLE. Walk through unique scenarios with your team on a monthly basis. Roleplaying can be particularly helpful. Additionally, rapid-fire questioning, where you ask staff how they’d handle various situations, may help them prepare to think quickly. Ultimately, it’s valuable for your team to understand the order of operations for common occurrences when following a playbook, and to have the skills to act off-script, improvise, and make strong decisions.

Andrew CoplonAugust 14, 2024brewery, taproom, staff experience, culture, company culture, leadership, employee handbook, problem solving

Taking a Bad Taproom Experience and Making it Awesome

Even the best businesses have bad days. It is important that you not only provide your team with the tools to offer engaging taproom visits, but also the strategies to create a world-class experience when things go wrong. They won’t remember the negative. They will have a deeper connection with your brewery because of how they were wowed by your staff.

Andrew CoplonMarch 7, 2024customer experience, customer service, hospitality, problem solving, empathy, taproom, taproom staff, training

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