As I was walking out of the YMCA, a young child, long brown hair, walking alongside his father, said “hello” to me.
They were approximately 20 feet away in the parking lot and hearing the greeting at 7am was quite unexpected. I naturally said “hello” back; however, quickly wondered if the child was speaking to me. I looked around and no one else was in sight. The child intentionally spoke to me. And it made my morning.
People like to be acknowledged. People like to be greeted. And your guests like to feel special. A smile, “hello,” or other welcoming gesture upon entering your taproom can go a long way.
Greeting your guests is the first opportunity to form a connection.
As shown in the Venn Diagram of Taproom Experience, a WOW visit to your brewery is going to include delicious beer, a memorable atmosphere, and engaged staff.
Begin every guest’s visit with a greeting. This doesn’t have to be fancy, just a simple, “Hi, I’m Andrew. Welcome to Andrew’s Brewery.”
The average tip on visits that start with a sincere hello is 24.2% vs 21.5%, on visits that do not. Your staff will appreciate this bump.
Additionally, the data shows that guests who receive that initial hello are 96% likely to return and recommend your taproom. Guests who don’t receive this greeting? They’re only 79% likely. While a small part of the big picture, this simple greeting contributes to why customers choose to return to your taproom.
And the monetary impact? Guests who are greeted with a “hello” spend $2.54 more per visit. Greeting 100 guests in that manner vs the opposite can result in an additional $254.
Higher tabs, higher tips, more repeat customers. It’s the little things that make a big difference.
Andrew Coplon is the Founder of Secret Hopper, a mystery shopping company for craft beer businesses, and Craft Beer Professionals, a community dedicated to the growth and betterment of the craft beer industry. Check out all of his CBB articles here.