customer service and craft beer

While I completely agree with you, I don't think this brewery thinks they did anything wrong. I mean, don't people know how much of a privilege it is just to hear about anything they will release? Let alone be able to come and give money to them, It must be such a chore for this brewery to do business with anybody...sigh

 

This year I was happy that Peyton Manning won his title, and has/had the chance to ride off into the sunset. I never was much of a supporter of him, but being an old timer, it just felt good having him go out on top. And then I heard about his past transgressions that had been "settled" while he was younger at Tennessee. While, it was off the field, it did spoil my mental perfect image of him, and that I suppose, was my fault in the first place. Same thing w Joe Paterno. Or Ray Lewis for that matter. All my fault as these are just people that make mistakes, just sucked for me. I guess what I'm getting at is that I wish this was any other brewery, I'm still gonna try em and enjoy their brew, but just kinda sucks it was SARA.

 

I don't know if this point has been brought up already but I don't have time to look.
How many calls do you think this brewery gets from someone who is traveling, etc. And how many of those calls are actually real and how many are just b.s.? Well, just like sarcasm is difficult to comprehend in print, on the phone, every excuse sounds like bullshit. So turn the situation around and pretend you're on the receiving end of this request and that you've heard every excuse in the book at least twice. And you've heard this one at least ten times. How would you react? Politely or with a snide comment?

 

Politely. Because I want to stay in business.

 

But do your employees feel the same way?

 

They better. If not, it's my job to correct their behavior.

We are human and I get that we have bad days and make mistakes. That is not excusable for these actions. This brewery needs to check their values and make sure they are doing the right thing for their customers.

 

I've always had good experiences with customer service at breweries (and bottle shops for that matter). If I receive poor customer service I'll take my business elsewhere, plenty of other options.

 

It's utterly mind blowing that there is even a debate here. In customer service, treating someone like that is unacceptable. period. There needs to be no further discourse. I don't care if the employee is having the shittiest day ever, it is their job to be professional to customers. The response was not acceptable, and frankly if I was in OP's position I would contact upper management and bring this to their attention. Seriously, some of the people on here: If someone asks you an annoying question, you just completely shit on them? You completely abandon respect and professionalism and just tell them to fuck off? Who knew being a pleasant human being was such a difficult task. You smile, nod, and you get the fuck outta there and call the guy a douche after the fact. Not hard.

 

That's the brewery asking for special treatment.

Reading the full social media history of every brewery I planned to visit on a trip - do you have any idea how long that would take?

 

I will agree that it is unfortunate that there are places that can have a reputation for bad or surly service yet are immensely popular (places like Toronado in SF, Monk's in Philly, and Three Floyds come to mind) but Sante Adairius isn't one of them. There's this minor thing from the OP and one questionable anecdote in the thread. Two guys have some weird communication but the person still got their bottles? Who knows what that could have been about. I think you're being a little too black and white about this. Could the response have been better? Yes, of course. Is this going to put them out of business? Absolutely not. Should it? I personally don't think so. If they were to get short with everyone who has a similar request (I'm sure they get tons of them) then there'd be something but I'm not seeing a pattern here. I'm frankly surprised at the outrage in this thread. Some folks are a bit overly sensitive about beer.

I've been to SARA a number of times and have not had any issues in slightest. I'm not some fanboy, either - at least half of the beers I've had from them I didn't find impressive, but they do make some stellar beers that greatly offset the middle of the road ones. If I'm ever personally slighted by them, and it would sure take a lot more than a mildly curtly worded FB message, then maybe I'll change my tune.

 

Politely, since it's your job.

 

It has nothing to do with being sensitive and it has nothing to do with beer.

Customer service is non negotiable. If you are a brewery, a bank, grocery store, whatever.. You have a social responsibility to uphold. If you fail to do so your business will be affected.

 

Yes it is. And don't forget, everybody ALWAYS does their job 100% of the time. So I'm guessing you've never worked in retail or answered phones for a living. But if you have or currently do, you should ask for a raise or look for a better paying job since employers should be busting doors down to hire you.

 

One single incident of bad customer service? The whole company deserves to go under!

 

Actually, I do work in customer service. See here, since this isn't my job, I have no problem saying your response makes you a jerk. Now if this were my job, I'd say 'Thank you for the comment' and move along. That's the difference between being professional doing a job you are paid to do, and interacting with some internet troll.

 

Been to all three of these and never received surly service in any of the three. At Toronado, the bartender looked for a XL shirt for me, gave me the wrong size first and apologized that he did so. Had a great lunch at Monk's with great table service. Been to 3 floyds three times and never received surly service. IMHO, the service you get, aside from the general attitude of the place and its employees, is also a product of what you expect and the image you portray. If you expect surly service and you approach the place with that attitude, you're likely to get it right back. If you are polite yourself and don't ask dumbass questions, you're more likely to get better service without an attitude from the employee. Of course, there are exceptions, but try it sometime.

 

You call that trolling? You have no clue. And from my personal experience from interactions with customer service reps, you are a major exception. Especially if you can think and talk at the same time [how's that for trolling, eh?]

 

Your correspondence implies that you are willing to stop by at your convenience once a year as long as there is something special going on. As long as they will change the policy they have already explained to you last time you were going to be in the neighborhood and would stop by if there was a unique experience to be had. No small business was ever built catering to lazy fly by night opportunists. Small businesses thrive by cultivating relationships with people that value them day to day.
You spent 9 words asking the policy the first time and got it. Then a year later you spent all the energy to ask the exact question they had answered this time in 15 words. Then you wasted all the energy to cut and paste and write over 100 words here. Put as much effort into discussing your situation in the first place and you won't be treated like you are the jerk it looks like you are to that employee.

 

I've had some mild issues at Monk's, though not enough to keep me from going back, none at Toronado, and actually haven't been to 3 Floyds, but they no doubt have a rep. I agree with you in general, though, that if you have a good attitude you usually get one back no matter where you are.

 

Some people think the brewery was wrong, some people think the OP was wrong...not sure any more posts will take this anywhere else.