Calling bottle shops to ask for whales

rephrased - I would hate to manage a beer store when a limited release comes out - thought that was inferred.

 

Some of the odd logic on this thread speaks to how people view the same issue. If you walked into a restaurant and saw an empty table but the host won't seat you because you didn't have a reservation; would you never go back to that place? Its not uncommon for businesses to reward their regular customers. That's a decision a business has to make, and no matter what their policy is, a segment will find it not to their liking. The only part I would have issue with is lying to the customer. If the policy is that you don't hold products over the phone, then say so.

 

I bet they will be able to get more. Not sure how it is in Ca. but when I ordered for beer and wine in Va. it was an almost endless supply for a month or so.

 

IMO, If you want to get in good with folks at stores, you have to offer them something back. I met a great guy at a local supermarket and talked to him, know another friend of his and have a bit of an advantage because of that. (and yes, if a case of something really desireable shows up, it sometimes doesn't get to the floor, but is sold to regulars.) But what really got his attention was me sending an email to corporate saying that his knowledge of beer and the selection that they carry brought me to that store. I got a very nice direct email reply from the manager who had shared it with my friend. He's moved to another store, but I just went in, picked up some Firestone Walker special beers and met his replacement. I think he'll keep the same practices going.

cheers,

 

It was.

While I was picking up some BCBS, there were 20 other people getting wine, other beer, alcohol, etc. Like I said, I was just a drop in the bucket to the overall customer base.

 

That is standard business practice at most sit down restaurants, whether you call ahead for a reservation, or walk in and put your name down. I wouldn't consider that "rewarding" regulars by to adhering to an industry wide practice of honoring reservations.

 

This thread is right up my ally today. There's a store that I shop in, couldn't tell you how much I spend there but it's enough(for me anyway). I had wanted a Velvet Merkin and didn't get one(yet they told me they got it in, but couldn't sell it to me). I told them I wanted to make damn sure I got on their list(seriously, a list?) for XVII. Sure enough Friday night after I am home with the family, I get an email from their beer manager who I met 6 months ago apologizing and making excuses and telling me I can buy one bottle of XVII(which does nothing for my Beer Padawan Learner/I'll split this bottle with him). I go in today, Beer Manager isn't there. Get the 3rd effing degree from the guy who is there, makes smartass comment when I show him the email from the Beer Manager. Then, what really pissed me off(although in retrospect it was great not to carry anything other than 1 bottle back to the office in this icy slush hell) was that he didn't ask me if there was anything else I was interested in. Despite the fact that I often go in and buy stuff from their "reserve you have to know about". So yes I have met the enemy and I am him. Mostly I just think why bother. It's not worth my time. Sadly I can't seem to stop buying beer and just stick to Scotch.

 

Rules for a beer store:
1. Don't lie (if you have it and someone asks for it...sell it)
2. Don't withold info (if you're getting it...say when)
3. Don't just put it out (1 guy with money who doesn't work that day will clean you out)
4. Regulars count (if a regular comes in, tell them you have some)

I think if all beer stores just went by this, it would solve the problem. If they are regulars, then they should be on their game anyway.

 

The calls are the most incredibly annoying thing you could imagine. Most of these people will come, get their bottle and leave as well then never show their face in your store again.

Most of these releases are based on 6 pack sales of their regular lineup and the people who actually go there on a weekly basis and purchase said 6 packs should be the ones who reap the benefit of it...not Joe Beer Geek who's driving around grabbing everything he can so he can trade it to California for Pliny.

 

Not quite sure what sounded holier than thou in my post but I would have answered the phone the same way the gentleman you talked to did. Picking up the phone just to get the other person to go away is not good business, I want you to call next time you want something. (I'm not going to hold it for you sorry…not really) but please call again for the next release. Since late november we've probably fielded 15 - 20 calls a day about that one beer not to mention other limited releases. The majority of them don't even walk into the beer section when they come in. I've seen grown men cry in whole foods, I've had people yell at me for selling a beer they wanted too fast, Demanding I divulge how much we got when the last bottle was sold than sulking out of the store. Another thing I have to do more regularly than I want is say I'm sorry sir or ma'am who visits us weekly, people who prowled the internet for hours and executed a perfect phone tree system got here and bought all of the product you expressed interest in or I felt you would really like. (they aren't even aware people do that, they just like beer.) That bothers me a lot because one I know I'll still see them 1 or 2 more times that same week where as the guy who bought the last 2 cases of Jai Alai won't be back for months. I'm not holding a grudge against the who got them, it just stinks to tell regular customers you missed out.


Dealing with things like that countless times a week its very easy to lose empathy. Never the less I serve the people who treat me and my products like shit just as well as the people who come in all the time. You really should find a store and be loyal to them, It will get them more limited releases, it will intern increase your odds of getting them, and the staff gets to know you and your taste. Not necessarily my store or even one like mine but find a store you like and shop there frequently. It's only going to make your experience that much better whether you are a chatty kathy or not if I see what you buy I look out for new items you may like and point them out.
Cheers

 

Sounds like you do a good job trying to balance all of the demands of all the different types of customers you get. Don't let the entitled BAers whinging get you down. People seem to think that a beer store has an obligation to sell them things, and that any behavior that might end up in the NOT getting something is a travesty. Forget that. I've talked with enough store owners to know that people who call or even show up at a store that they've never seen before asking for one specific limited release beer are very likely to never show up again, except possibly to buy another limited release beer.

In the end, the store is a business, and some owners make more money by holding releases for people they recognize than by selling them all first come, first served. I trust the opinion on the matter of people who have owned beer stores for 20+ years a lot more than the opinions of people whinging on BA. I don't think that means owners should lie about it, but it's pretty pathetic for someone to get all butthurt because a store tells them they are holding special releases for their repeat customers.

 

This I have to disagree with...and it all has to do with alcohol laws in each state. But around here, pretty much the only stores that received any BCBS were specialty beer shops and wine boutiques, Bestway, and Total Wines (that I am aware of). Most of the shops I envisioned being talked about don't offer Bud. The tequila is in a store run by the Man, and a simple red can be picked up at a grocery store.
'
My point is, everyone is coming from different angles depending on laws in their state...definitely something that should also be taken into consideration. Take PA for example...I know people in NC would shit a brick if they HAD to buy a case of BCBS, instead of only being able to obtain a bottle or two.

 

I call my local 7-11 everyday and ask them for Yellow Bus, they always tell me they are still waiting for it.

 

Sounds like you handle things pretty much as well as is humanly possible.

I don't see how anyone could have a problem with this. But this is BA, so someone will.

 

It is a common misconception that all beer in PA needs to be sold in case form. There are plently of places to get 6 packs and singles.

That is how I picked up my BCBS, I tried to grab a case but I had no luck.

 

How can you tell any of that just from a phone call? How informed is the average person that in order to get X beer, a store has to sell W,X,Y

Is this priviliged information only a "walk in regular" can be privy to?

"experience"? Its a beer store, they aren't at the Opera. Plus, if you feel it takes away from their experience, can't you politely say "excuse me, I have to take that phone call? If your customers experience is ruined from that, that is the customers issue, not yours.

Did they say they "deserve it" because I really imagine that if anyone ever said they "deserved" a beer, they are very much in the minority of all beer purchasers

I am sure that happens, but how can you tell from a phone call if that is the case or not?

Again, with the "deserves".
Why does anyone need to browse through such a large inventory "1000 sku's of beer" if they don't intend on buying any of it. If I go food shopping for apples, am I supposed to go up and down each aisle and look through 1000 sku's of grocery?

 

I have a question and decided not to start a new thread. How do you know someone is a regular?
I guess if your store is small and your always there and you got a good brain for faces, you know right?

Lets say you go to lunch every day and your wife takes over and a customer come in at that time every week.
I guess I am asking to define a regular. I go to Total wine every week sometimes twice a week. is a big store and they got lots of checkers, am I a regular or not?

Not trying to starting anything but would like a consensus of what a regular is.

any thoughts?

thanks!

 

yes, you "regularly" go, so you are a regular.

 

Great question. Perhaps some of the guys who work at a store can give their opinion on this. Because when people talk about how stores should prioritize "taking care of the regulars" first, while I don't disagree, I wonder how that get's quantified. I would imagine that to a normal employee who doesn't have a Neo-esque mental ability to cross-match faces vs purchase history, "regular" is going to equate to the person who is most noticed, which isn't necessarily the person who is the best or most regular customer.

 

I don't think it's good business practice overall to tell customers that you don't have a particular beer when you actually do. In fact that is about a douche as it get's.

I myself would never go back into a store that did that.