Employee attitudes at beer stores

Everyone store I frequent has pretty solid to excellent customer service. It's why I find myself going back again, heck at my regular joint some of the people I've seen come in for questions have also been real jerks so it goes both ways...

For the most part though, pretty much satisfied

 

I'm always a bit surprised to hear about rampant bottle shop douchebaggery and condescension. I don't recall ever having felt like I was being talked down to by an employee, and I live in a city that isn't exactly known for warmth and friendliness. Perhaps my own sense of self-importance is so grand that I don't notice condescension.

 

Wife and I had a great experience while traveling through Milwaukee a few weeks ago. We had a cart full of beer we cannot find in Ohio, one of the employees went out of his way to get us a few "rare" beers from the back. Needless to say, the next time we are up that way, we will stop by that store again.

 

I work at a craft beer store here in MA, and I know I try to be as helpful as possible. We(well I for sure) try really hard to be focused on hospitality and not beer smuggery.

 

Everyone that I've ever spoken to at a dedicated, beer-focused store (e.g. Craft Beer Cellar) has been extremely helpful and eager to discuss beers in a non-confrontational and friendly manner. I have only positive things to say about these experiences.

The Liquor/Wine/Beer stores with larger selections usually have employees that try to direct me to the beer manager if I have a question. I rarely run into an employee who can answer my question about availability or comparables. Each of these experiences, including those with the beer manager, is typically more transactional. Can't say I've had a bad experience at any store.

 

I work at a liquor store in Minneapolis and have always tried to be someone that was able to help people and give educated advice, or if I didn't know the answer I would find out for them. There were always people that I wished I could stand and talk to about beer forever because the transfer of information is always nice, and to have people come back to talk to you specifically because you gave good advice or listened to them is a good feeling.
I've also worked with people that were on the opposite side of the spectrum and seen them give no or terrible service like they were being interrupted by the customer asking questions, or they absolutely hated the beer they were being asked about and instead of trying to recommend something great they would recommend something they liked which had nothing to do with the original request.

 

I've found east coast employees to be much more helpful than west coast (specifically CA). It seems they (east) are more passionate, less annoyed sounding and just all-around in a better mood. During my trips through MA, NH and ME, I only encountered great store employees who gave me tons of suggestions, who offered assistance and to leave me alone (ha) when they could tell I felt I was being smothered. SoCal employees just seem to glare and judge, like they assume I am there to steal. Another thing SoCal shops LOOOVE to do is try and sell me on some new IPA that is supposed to be the next big thing - It's always "you don't want this, you want THIS." Here in AZ I don't need to ask what/if they have since I probably know more than they do. Other than exact availabilty and remaining inventory, I tend to just get what I need, chat a bit and then go. I'd like to think most are helpful in my hometown but I never need enough assistance to give an honest answer.

 

So how is this type of customer service/attitude different from the rest of the retail sector?
Answer: not much, at least in my opinion.
Why? - low pay, demeaning work, asshole customers.
It has been my experience that you get back what you give. I'm not saying your reaction was caused by your behavior, but I've seen it so many times. Many customers like to take out their frustrations on the sales clerks/cashiers when it's obvious that they are just the messengers. If you were bitched at for every little thing a customer doesn't like, you wouldn't be so nice all the time either.

 

A lot of the bad attitudes described may just be part and parcel to the retail life. You (probably) aren't getting commissions, most of your sales are going to come from other product lines, and for a lot of retail folks it isn't really their life's calling. Somebody comes in, spends 15 minutes going through your displays, pulls you away from stock or such to ask about a $6 bomber that has little margin or isn't particularly special anyway, it wears you down.

Not justifying shitty customer service, but just devil's advocate I guess.

 

Yep, my bad. OC / Newport Beach-ish

 

I had a completely different experience at the same store. At the time I had just started getting in to craft stuff, and wanted to snag some beers that I was unable to get back home. I had no idea what I was looking for, and said probably the worst thing that you could say at most bottle shops. "I am from (insert place here), and I am looking for some rare stuff I won't get back home." The guy walked me in to the cooler and showed me some bottles I should grab, and then went to the back room and brought out some Supplication and some BA Old Rasputin for me. While checking out, he was telling me about all the bars and breweries I should hit if I had time. Not once did he seemed bothered to help out a noob.

Not sure which of us were the exception and which was the rule, but I will be going back next time I am out there.

 

In glancing through this thread (the type of which seems to spawn with more regularity on this site), I think everyone needs to take a step back and relax. If you go through life looking to be offended by someone or something, you will not be disappointed.
The solution to this alleged problem is quite easy. Treat the workers with respect and be polite, and respect and politeness will more than likely be returned in kind. The golden rule, and all. If things then do not go the way you anticipate, develop some thick skin, and you'll be ok. As I tell my kids, things will not always go your way, and whining will never help the situation.

 

I personally love the beer guys at my locl store. Super helpful, always good for a quick conversation, ect. Pretty much the perfect bottle shop experience. I do wish however that we as a beer comnunity would stop being douche bags to employees of stores when a bottle we want is sold out. Tough shit. Get over your selfs. Your entitled to nothing. If a store gets 12 bottles and you were too slow too bad. A store recently had to delete their twitter because of how someone blew up over not getting a limited bottle (Case wasnt on invoice so they didnt think they were getting any that day, told customer they didnt have it, ended up being on the truck, they immediatly tweeted its arrival and it was sold out by the time they guy came back. At which point he threw such a bad temper tantrum they no longer tweet anything).

 

Poor customer service- bye bye. I'll spend my money elsewhere. Bad or indifferent customer service prevails often ( not always- I shop at the exceptions) at big liquor stores.

There are enough beer stores out there in my area so I can choose where to shop.

Usually female owners/customer service are the best. They are articulate- about the beer and about availability
of difficult to find beers.

The customer is always right.

 

Just like in every other aspect of life there are the nice helpful people, ones that have no idea what they're talking about and have no interest in learning because it's just a job and assholes who think they know everything and like to talk down to people. C'est la vie.

 

My guess is both. It may have to do with the way you asked your question or the side of the bed the employee woke up on or something completely arbitrary.

 

And this is how the bad apple customers spoil the whole bunch.

 

Something tells me you never worked in retail.

 

My experience could have been much worse and I'd still go back there. That place is freaking phenominal...

Cheers!

 

Wrong. The customer is wrong, rude, and unplesent often.