One of the most enjoyable (and maddening) aspects of working in the hospitality business is the ever changing interaction with guests. It is my firm opinion that “customers” be viewed as guests likened to those you invite to your home. A guest is made to feel welcomed and comfortable, not seen as a burden or a hindrance. This business is about creating relationships, gaining trust and being great hosts. I view the bar as my theater and I am the lead in the production.
All the great and professional actors have one thing in common and that’s the ability to check themselves before going on stage so that they make the experience for the audience truly focused on them- not about us and our own melodramas. People go out to escape problems, not to hear yours. It should be every professional’s goal to provide the best possible service every day. Remember, just because you may be playing to a full house tonight doesn’t guarantee a sellout tomorrow. An audience can sense if you are genuine or phony, engaged or not. After all there are many shows people can see and ways they can spend their hard earned money…make no mistake Dr. Barstool’s goal is to always have a sellout and to be booked in advance.
Now, shall we flip the script and talk about your role. As a paying guest, you hold the cards but that doesn’t mean that you can run rough shod. Being respectful of the “actors” you are coming to see is an unwritten but assumed stance. Just because you paid for your ticket doesn’t give you carte blanche to be insensitive.
Your enjoyment of the production is our paramount goal but we feed off of audience participation. That being said, if you are enjoying the show let us know! Verbal tips are awesome feedback (but $$$ is king) and allows us to have the confidence to introduce subtle but appreciable nuances to our act that may distinguish our show from others you have been to in the past.
Conversely, if we aren’t holding up our end of the bargain, let us know so that we can make the appropriate changes. That is your right and responsibility as a customer but please do it in a professional manner.
At the end of the day, we both need each other to create the ultimate experience. We need to uphold our part and be consummate professionals…we hope that you understand that the show will be a success only with great audience participation!