You Don’t Have to Be a Big Talker to Give Great Taproom Hospitality

Some of the most memorable taproom experiences come from staff who simply know how to listen. You don’t have to be the loudest or most outgoing person in the room. Just be curious about the people in front of you. Ask questions, listen closely, and let guests share their stories. When people feel heard, they’re more likely to feel connected to you, the beer, and the taproom.

Step 1: Spark the Conversation
Start with simple, open-ended prompts that invite your guest to talk:

• What brought you in today?

• First time visiting?

• How’s your day going so far?

• What styles of beer have you been enjoying lately?

• Interested in sticking with a go-to favorite or trying something new?

These prompts are just simple ways to break the ice. They’re not meant to be feel robotic. Make them your own. Reword them, swap them out, and use what feels natural to you. The goal is to get the guest talking as soon as possible. The quicker you can get them engaged, the more the conversation will open up. You’ll learn about them, find connections, and have plenty of opportunities for follow-ups.

Step 2: Build on What You Learn
Once the guest is talking, use what they share to guide the next question. Meaningful follow-ups show you’re paying attention:

• What do you think of the beer?

• Interested in having another of those or something different?

• You mentioned you like IPAs. Have you tried our [beer name] yet?

• We’ve got [event] coming up you might like.

• You said you’re from out of town. Have you had a chance to check out any other local breweries?

Step 3: Give Them a Reason to Return
Wrap up the conversation in a way that leaves the guest feeling valued. Thank them for coming in, acknowledge something from your interaction, and let them know you’d be happy to see them again. No one likes to leave without feeling appreciated, so make the goodbye just as memorable as the initial greeting.

Asking questions like these along with using context clues creates easy openings to connect with the guest. And remember, engaged guests spend 40% more.