Managing reactions
Surroundings - Hospitality - Product - Delay
…“The difference between service and hospitality, is that Service is getting someone the thing that they ordered in a timely, efficient and correct way. Hospitality is how you make that person feel when you do that. Service is black & white, hospitality is color “…. - Will Guidara
Product and Delay are the elements of Service that has the most profound impact on reactions. Read more about the basic elements of service here.
As we mentioned in the start of this chapter we sell reactions, specifically, we sell the complete guest experience. This chapter we focus on the most tangible part of the guest experience and what the company is most known for, the product we serve.
<aside> ☝ Many think that our cocktail philosophy is to make drinks with the highest quality spirits. This is can be the case since the highest quality sometimes tastes best. However our approach is simply and solely centered around taste. We want to be know for having the hands down best tasting drinks!
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Bargruppen price our products the same as the rest of the industry but we make them taste better. This mostly applies to our cocktails as this is the group of products we have the most control over. But it also affects all the other products on our menus.
A lot of effort is put into selecting which beer, spirits and wine is available in each menu and how they match the concept strategy for each venue. As a consequence of our approach to taste and product, Bargruppen has become the go to company for suppliers who want to make great products visible to its customers. When a Bargruppen company offers a product, it’s a stamp of approval.
With our products there are 3 ways we make an impression, all relevant to accomplish the one thing that matters; creating a lasting impression that makes guests recommend us to their friends. The first impression our guest have of our products is the serve, or how we go about presenting the product to the guest. The second, smell, takes place after the guest has received the drink. And lastly, the taste, where the guest gets to se what we are all about.
Let’s dive in!