Secret Hopper

Mystery Shopping and Consulting for Craft Beer Businesses

Filtering by Tag: customer service

The "No" List

At Secret Hopper, we aim to always stay positive and to look at things from the glass is half full perspective. We take this approach with every internal aspect of our business as well as our relationships with breweries. If we observe a brewery that has staff not interacting with guests, we don’t discipline that brewery and put them down for it, but rather look at this as a starting point with room to get better. With that said, there are certain that a guest should never experience while visiting your brewery. Here is an absolute list of 10 things your staff should never do.

Read More

The 30 Second Conversation

Engagement is an essential factor in maximizing your guests’ experiences. Staff have a greater opportunity to build this relationship during slower times; however, even during the busiest shifts, a bartender or server can create a memorable connection with your guests. Here is a formula to maximize engagement during these times.

Read More