A big thanks today to Graham at the Zappos.com resource desk. He’s apparently processing a return for me. In the process of making sure everything plays out accordingly, he left me a message on my phone (sorry, Graham I wasn’t within earshot).

I like talking to Zappos folks. They’re a service company that sells shoes (plus). Really.

Why the connect today of shoes to beer (kind of like Otto’s jewelry to beer thread)?

Because at the end of the message he said, “your blog is awesome – Women Enjoying Beer is so cool.”

Day maker! Graham – if you read this, tell me why you like it.

Cheers – beer and shoes. All good.

What will you talk with your employees about today?

Will it be cleaning? Will it be operations? Will it be other employees? Will it be supplies? Suppliers? Vendors? Ingredients? Community? Events? Sales? Donations? Service?

Will you give them some helpful knowledge on how to better inform your clientele? Will it be to challenge them to rethink the status quo – especially if the status quo needs a swift kick to re motivate?

Whatever you talk about, focus in. Make the time count, be prepared.

Success relies on preparation, thoughtfulness, discourse, action, follow up. Skimping on any of them does a disservice to all.

And in the beginning , middle and end, it’s all about service.

Is this you?

David Edgar put a post on the BA Forum recently. It was pertaining to service and he referenced Women Enjoying Beer.

“The industry is 2/3 brewpubs and I know that if they can’t deliver on basic service, it doesn’t matter how amazing the beers are.  Good luck and keep up the good work.”

He gets it.

It’s about opportunity, dedication and really being in tune with what makes it all tick. It’s about starting right, not cutting any corners, paying attention.

Every business is in the customer business. With internal and external customers. I could name several breweries that really have it nailed. There are several that need to improve – everything from service to cleanliness to how they answer the phone to realizing that passion for beer simply is not a complete picture of running a sound operation.

And if you have the passion for the beer, then find others that have passion or at least enthusiasm and competency for numbers, for QAQC, for dealing with customers. For all the areas that are not the beer and are still essential to successful beer business.

Any less is an affront to your blessed beer.

Back to basics, folks.

And I will do my best to keep it up, David. Thanks.