tag:blogger.com,1999:blog-941731830705031230.post7985962722203648919..comments2024-03-25T02:53:48.654-07:00Comments on SVB on Wine: The Email You Don't Want to GetRob McMillan rmcmillan@svb.comhttp://www.blogger.com/profile/12396624790174552807noreply@blogger.comBlogger90125tag:blogger.com,1999:blog-941731830705031230.post-14470560132950590962020-02-22T21:49:15.588-08:002020-02-22T21:49:15.588-08:00Thanks for weighing in Anon 5:58. I appreciate you...Thanks for weighing in Anon 5:58. I appreciate your views.Rob McMillan rmcmillan@svb.comhttps://www.blogger.com/profile/12396624790174552807noreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-23544049709425502242020-02-20T17:58:38.133-08:002020-02-20T17:58:38.133-08:00My first thought, having worked all my career in s...My first thought, having worked all my career in service, is not to overthink it and attribute it to any demise of the wine industry. Could we just call it burnout? Being in service with that ever-present smile is hard. I'm sure that lots of wineries get their share of jerks, drunk at that with the lack of DDs. Every public-facing business can learn from this experience. Everyone take note!Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-46034402143877301192020-02-20T12:31:03.583-08:002020-02-20T12:31:03.583-08:00Thanks Rob. All good advice. I have passed this on...Thanks Rob. All good advice. I have passed this on to my tasting room staff. We have always given the tasting room fee back with a purchase. We find it leads to future sales. Mitch Mackenziehttps://www.blogger.com/profile/12309899869340681485noreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-79686199180893958552020-02-20T07:32:10.577-08:002020-02-20T07:32:10.577-08:00OWG and Mitch - There are always edges in a popula...OWG and Mitch - There are always edges in a population. If you have free tasting, you will have more hangers on and feel used. If you provide an excellent experience and charge too high a tasting fee, a percentage of the population will feel they already paid the tasting fee and don't need to buy more, which is close to the same.<br /><br />A few years ago in the DtC survey we run, I asked about tasting room fees versus refund policies. Those who refunded fees for a purchase above a certain amount had a very high correlation of purchases based on the refund policy.<br /><br />Understanding your own data is important to success. In this example, one thing I suggest is a no refund policy on tasting fees, but instead giving a credit on a future purchase. <br /><br />If it were my winery, I would experiment with tasting fee charges and if like $45 for the regular tasting in Napa, I would cut that in half and see what happens with traffic and sales by giving a credit on the next purchase. If I were in a region with $20 tasting fees, I might offer a $40 credit on future purchases over (???).<br /><br />On a slight variation if my tasting room had a dip in traffic from 3-6, I again might experiment with lower tasting fees in that time period, and see if I could advertise to younger entry-level consumers, play more current music in the tasting room, and see if I could make progress on getting more of those consuners in a club.Rob McMillan rmcmillan@svb.comhttps://www.blogger.com/profile/12396624790174552807noreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-1897467013656956612020-02-17T20:51:12.719-08:002020-02-17T20:51:12.719-08:00Yes, in the better known regions of Bordeaux one n...Yes, in the better known regions of Bordeaux one needs appointments in advance. However, in other regions of Bordeaux one can visit with little or no advance notice, though one may be denied if the owner is busy.<br />I have visited many quality wineries in France with less than 24 hours notice and been very well received. Often by the owner/winemaker. Frankly, the 2 times I visited wineries at Napa Valley, I was greeted by bored and not very knowledgeable employees. A bit better in Sonoma Valley, and much better in Anderson Valley (Mendocino).BobbyJohnhttps://www.blogger.com/profile/09931464627399575556noreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-51099872349927496222020-02-17T16:12:25.195-08:002020-02-17T16:12:25.195-08:00It is worth mentioning that it is not technically ...It is worth mentioning that it is not technically legal to offer a free tasting to incentivize a visit. I wonder if you would meet the same pushback with a lowered fee (50% off) than a comp'ed tasting.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-34598535775656632612020-02-16T13:55:42.812-08:002020-02-16T13:55:42.812-08:00I understand your feelings. We get them too and it...I understand your feelings. We get them too and it really irks the tasting room staff. Fortunately most people buy a bottle or two and that is enough for me. There are not very many of them that use us a as a free bar so I hope the experience will be respect for what we are doing for them and take the high road next time and buy something. There may come a time when we charge everyone not a club member. So far it has not been that frequent.Mitch Mackenziehttps://www.blogger.com/profile/12309899869340681485noreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-43307083740532142852020-02-16T06:53:44.645-08:002020-02-16T06:53:44.645-08:00As a decades long member of the winery hospitality...As a decades long member of the winery hospitality community I can say that tipping is not expected or required but is appreciated. However, when a group of four (non club members) receives free tasting for any number of reasons and spends 45+ minutes at a semi-private bar with a full presentation, gold medal wines and extra bonus pours upon request (not to mention touring and local cuisine suggestions) and chooses not to purchase any wines, and tells you what a wonderful experience they had and does not tip. Well, you feel a bit used for sure. "Free wine bar!" My conclusion is that in 2020 "free" equates to "not important" in the minds of many and perhaps should be phased out for non club members.Old Wine Guyhttps://www.blogger.com/profile/13357463554288311644noreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-78547689231342327792020-02-15T13:04:53.642-08:002020-02-15T13:04:53.642-08:00I agree Rob. Anon 5:52 has got the spirit. I hope ...I agree Rob. Anon 5:52 has got the spirit. I hope his employer appreciates him. If not their are other wineries out there that will.Mitch Mackenziehttps://www.blogger.com/profile/12309899869340681485noreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-45907611267718364812020-02-15T06:34:23.090-08:002020-02-15T06:34:23.090-08:00No, sorry Bob, Washington isn’t immune to this. I’...No, sorry Bob, Washington isn’t immune to this. I’m a fairly knowledgeable Seattle resident, and I went out to the Woodinville tasting rooms for the first time last year. There were a few great experiences, but about half the wineries seemed like they couldn’t wait to get rid of us!Lytheahttps://www.blogger.com/profile/05002972857110819933noreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-81716366439893552542020-02-14T21:53:23.219-08:002020-02-14T21:53:23.219-08:00Anon 5:52. You get it!
At its core, hospitality ...Anon 5:52. You get it! <br /><br />At its core, hospitality is simple. That said, I've talked to a few winery people now about this post, each with great reputations for dialed-in hospitality.<br /><br />The comment that struck me from all three was, "we never stop finding ways to be better." <br /><br />It's really the continuous improvement that sets them apart. Each one of them told me they found something in this letter that made them better.<br /><br />You have the the soul of excellent hospitality. I'm betting you are also training, handling details and looking for continuous improvement too.Rob McMillan rmcmillan@svb.comhttps://www.blogger.com/profile/12396624790174552807noreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-85452573966470246952020-02-14T21:45:21.231-08:002020-02-14T21:45:21.231-08:00Thanks for your post Lynn. An old story of mine: B...Thanks for your post Lynn. An old story of mine: Back in the middle 80's I banked a PR firm that was instrumental in the MacIntosh release at the Super Bowl. (They created an iconic commercial you can see on YouTube still: https://youtu.be/VtvjbmoDx-I) Anyway, one of the highest paid people after management was the receptionist in the front. This young man had a law degree and was greeting people. When I asked why, they head of the firm said "You only get one chance to make a first impression"<br /><br />I filed that in the "You get what you pay for" box.Rob McMillan rmcmillan@svb.comhttps://www.blogger.com/profile/12396624790174552807noreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-64225671543827924612020-02-14T21:37:44.399-08:002020-02-14T21:37:44.399-08:00Did I mention that this wasn't Napa yet?
The ...Did I mention that this wasn't Napa yet?<br /><br />The point isnt about running down a region. It's to see if there is anything to learn as individuals no matter your region.Rob McMillan rmcmillan@svb.comhttps://www.blogger.com/profile/12396624790174552807noreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-70159380596493765852020-02-14T17:52:24.107-08:002020-02-14T17:52:24.107-08:00I work at a small family owned winery in Sonoma Va...I work at a small family owned winery in Sonoma Valley. With every customer who visits I always thank them for stopping by. And, with every customer who buys something, whether one bottle, a case or more, I always thank them for their business. We sometimes have scheduled tour groups come and when they go to leave I always get on the bus to thank them for visiting and for their business. It's a small simple thing to do but I don't think anyone else does that. You can't take any customer for granted. It just doesn't work anymore.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-57482973795714544252020-02-14T15:33:44.811-08:002020-02-14T15:33:44.811-08:00Taking the TR people's side for a minute: the... Taking the TR people's side for a minute: they are expected to be educators, entertainers, ambassadors, salesmen & women and often times, stock people and cleaners. They generally are not paid very much and on top of it, as one person said, are treated/paid like they are not that important. And yet, to be sure, they are the first and last impression made on the visitors, guests, members and VIPs. To the visitors THEY ARE THE WINERY. <br /><br />I have mystery shopped till I dropped and yes, have encountered many many TR folks who would rather talk about themselves than find out about who I am and engage me and start a relationship. It can be an empty and unrewarding experience.<br /><br />There are a few wineries who believe in training! They are the ones who train on a continuen, not just once every few years. And that is exactly why they are so good. As one winery CEO says, "training never stops"!<br /><br />I have noticed this: retired people make good tasting room hosts and hostesses. They are in it more for the fun, not the money....and most of them understand the "gracious and connecting" part of the job.<br /><br />It is noticed that wineries in areas other than THE VALLEY... like Paso Robles, Temecula, Oregon and New York wineries are far more laid back and generally more friendly.<br /><br />Bottom line....more money, time and effort in creating better trained front line folks is, by far, one of the best investments a winery can make.<br />I rest my case.<br />Lynda PaulsonAnonymoushttps://www.blogger.com/profile/00636123792853305632noreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-44384303151867431932020-02-13T12:48:50.517-08:002020-02-13T12:48:50.517-08:00Rob, Is this really a shock to anyone? This has b...Rob, Is this really a shock to anyone? This has been building at least since I worked in the valley in the 90s and first heard the term, "Napatude." And as more and more of the .01% buy into the valley as a lifestyle choice, it has only accelerated to the point of absurdity. <br /><br />These days one can drive past the fake French chateau on their way to the fake Tuscan villa and at each be treated like the staff is doing you a favor by letting you have a tiny amount (for a not so tiny fee) of their "genius juice." Why it seems like it was only yesterday that someone in Napa was actually in the construction phase of what would be the world's first dwarf themed winery, only to be derailed when the Little People of America group become vocal about this monstrosity.<br /><br />This is a fundamental problem of an arrogant and out of touch culture, and it won't be solved with more p.r. consultants.Lenny Pepperidgenoreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-58579694001744052972020-02-13T11:14:19.784-08:002020-02-13T11:14:19.784-08:00Most French wineries in Bordeaux require appointme...Most French wineries in Bordeaux require appointments too.... Unknownhttps://www.blogger.com/profile/06263672380078190704noreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-71077101474365769302020-02-13T10:55:37.260-08:002020-02-13T10:55:37.260-08:00Yes. We both agree. It's business 101. Bill an...Yes. We both agree. It's business 101. Bill and Dave(HP) once told me:"If you pay attention only to your bottom line you will almost always lose. Take care of your customers and employees and the money will follow" The customer experience is the most important thing in this business. People have thousands of choices in wine tasting rooms. Make sure they leave saying yours was a good one and they are coming back again because it was fun. Pretty easy when you boil it all down.Mitch Mackenziehttps://www.blogger.com/profile/12309899869340681485noreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-68475474724720234572020-02-13T10:42:27.767-08:002020-02-13T10:42:27.767-08:00Thanks Rob. I agree about the self promotion. You ...Thanks Rob. I agree about the self promotion. You will notice in my statement I did not mention my winery or denigrate another winery or area although I think area is OK. I see what you are trying to do and I applaud it. I think the ones that get it will, and the ones that don't never will. I like you story on the Oregon client. I did the same by sending your article to all my staff before I even started posting here. Like the Oregonian, I don't think my staff needs it either but we never stop looking for ways to be better. That's the difference I was referring to. Well run businesses love negative feedback because it gives them an opportunity to improve on something they were not aware of. I think you can imagine what poorly run businesses do?Mitch Mackenziehttps://www.blogger.com/profile/12309899869340681485noreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-60610436821989406942020-02-13T10:20:11.024-08:002020-02-13T10:20:11.024-08:00Thanks for the post Colin. We have to start by bei...Thanks for the post Colin. We have to start by being hungry for both positive and critical feedback. It truly is a gift. There are lots of ways to get it from Net Promoter Scores, signs on doors, and messaging with collateral materials to name some. Rob McMillan rmcmillan@svb.comhttps://www.blogger.com/profile/12396624790174552807noreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-64186438387128546352020-02-13T10:17:39.508-08:002020-02-13T10:17:39.508-08:00Good comments UNK 3:15. Thanks for offering your s...Good comments UNK 3:15. Thanks for offering your suggestions and thoughts.Rob McMillan rmcmillan@svb.comhttps://www.blogger.com/profile/12396624790174552807noreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-83047232162558777502020-02-13T10:15:58.247-08:002020-02-13T10:15:58.247-08:00Mitch - Good comments. I have one client that has ...Mitch - Good comments. I have one client that has the same view and pays a living wage. It's not right for everyone, but the result is they have a no tipping policy and well-paid and really good staffing. The old adage of getting what you pay for does apply here.Rob McMillan rmcmillan@svb.comhttps://www.blogger.com/profile/12396624790174552807noreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-32899043910792019342020-02-13T10:13:18.453-08:002020-02-13T10:13:18.453-08:00Tom - Thanks for your thoughts and suggestions.
I...Tom - Thanks for your thoughts and suggestions.<br /><br />I will get a post on tipping put us as soon as I find some time. It's obviously a big deal and one that has a lot of heat surrounding it. I agree it's about management of the system largely. There are many difficulties though.<br /><br />One I discovered is that Wine Direct for whom I have a ton of respect and which has a sizable market share in DtC as a logistics platform, has a tip or no tip option for wineries. There is no way to have a tip line and leave off the suggested tip amounts or change those suggestions. I don't know why they can't change as I know other merchant providers can remove that line and customize it. Hopefully they will make an adjustment. But that is just one problem in managing the tip culture. A post about that - I agree will be good industry dialogue.Rob McMillan rmcmillan@svb.comhttps://www.blogger.com/profile/12396624790174552807noreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-64262717092225397852020-02-13T10:05:24.956-08:002020-02-13T10:05:24.956-08:00Mitch - see above response to your post. Thanks fo...Mitch - see above response to your post. Thanks for asking.Rob McMillan rmcmillan@svb.comhttps://www.blogger.com/profile/12396624790174552807noreply@blogger.comtag:blogger.com,1999:blog-941731830705031230.post-1418947970108418792020-02-13T10:02:59.944-08:002020-02-13T10:02:59.944-08:00Mitch - Thanks for your post.
To be clear, I hav...Mitch - Thanks for your post. <br /><br />To be clear, I haven't deleted posts that finger-point about this experience being in Napa. In every instance, I've only said that this isn't about Napa. It's sad to me because it's deflecting from the opportunity to look inward when posters presume this doesn't happen in your region. <br /><br /><br />Disagreement is welcome here. Self-promotion is not, and in this case it entirely misses the point. <br /><br />This post should be an opportunity for self-reflection. I've been deleting posts that say 'Come to my winery xxxx' or 'Come to XXX region.' It's shows poorly on posters who go down that path and it won't generate a single new visit.<br /><br />I had a very interesting conversation last night with a client in Oregon who has a reputation for great hospitality. He did the right thing and handed it to his staff for review. In fact his staff already had it and were reviewing it before he asked them to look at it. They used it as a check list to see if they could be better anywhere. Even with their great reputation, they found this letter useful and have implemented a few new twists to their rigor. He could have blamed it on another region or said his hospitality is bullet-proof, and it is. But instead he made changes to his own program. That is an enlightened response versus blaming it on another region or worse, trying to use this forum as a marketing vehicle to get people to come to their winery.<br /><br />Appreciate the disagreement and there is no need to be sorry for it. Please continue to offer your views.<br />Rob McMillan rmcmillan@svb.comhttps://www.blogger.com/profile/12396624790174552807noreply@blogger.com