The final area of complaint millennials have about going out to a nightclub and one which I believe a bottle service could eliminate, is rude customer service. Up to this point, the complaints that were voiced in a survey among millennials were focused on “things”. By this I mean, prices, lines, wait times, etc. most of these are not really people oriented so to speak. Customer service, that IS people oriented and most of my working life has been customer service focused. A service can potentially take away some of the perception of poor customer service, to a point.
Because a bottle service is a specialized offering by a club, a package includes receiving a star-like reception and personalized service. Rather than the traditional nightclub attendee who may have to stand in line, wait to get to the front door, pay a cover charge and show ID to enter, the party that orders a service from the club is met upon arrival by a host or hostess. They are escorted to the front doors, past all the other attendees and ushered in without paying the cover charge or stopping to show Identification. The package price has a built in cover charge and gratuity. Identification can be checked upon the group being seated so anyone purchasing a service is already feeling the difference in service.
Once seated the party has a dedicated server who keeps drinks filled, monitors personal belongings to ensure they are safe, and knows how to schmooze with the guests. A really good server will be able to keep an eye out for a guest who may be getting a little too tipsy. There are bottle locks on the chosen beverages; the server has the ability to deny additional drinks to that customer. This doesn’t have to be something that causes a scene or creates an episode. Someone properly trained in customer service can possess the skills to de-escalate a situation, including an upset guest. Bottle locks also serve to prevent customers outside of the group from being able to slip in and grab a bottle and pour themselves drinks from it.
Bottle services provide a means of giving what I would call “Over the Top” customer experiences. Patrons are receiving individualized attention and that makes them feel special, much like a celebrity. Others in the club will be wondering who the person is being fawned over by the staff. Your clients will want this experience again, and they will share it with friends, both verbally and through today’s favorite medium, social media. This will lead to additional inquiries and bookings for your service. What a way to overcome the perception of poor customer service!
I do want to take a moment to address customer service in general. While bottle services are a wonderful method of drawing in clients and giving them a superb night out, it is NOT acceptable to neglect all other patrons. Patrons who pay the extra money for the service should by all means receive “Over the Top” treatment, no question about it. Never forget, all those other patrons who enter your nightclub deserve great customer service as well. Owners and managers MUST watch and listen to the interactions of their staffs with their patrons. The expectation has to be that each patron will be treated with a smile, with respect and courtesy. All staff members, from dishwashers and hosts to bartenders and waitresses must be reminded that the customer is the reason they have a job. Without customers the business goes under and employees become unemployed. If someone can’t find a reason to be happy while they are at work, they need to be let go.
A bottle Service as an integral part of your nightclub will have a tremendous impact on the customer service perception of your business. Patrons using the service will be pleased to be the center of attention, and they may not initially realize it, they will come to appreciate the use of bottle locks to secure their purchase. High-energy staff that are hired to serve as your servers and hosts will influence any staff members on the team who are not customer friendly. If they don’t adapt, they should be let go. You CAN make positive changes with a simple service.
Bottle Service is important and we can help you with it. Call 1.866.914.2567 and let’s talk.