Service, Service, Service: Why People Matter More Than Pours

​Working behind the stick isn't just about crafting some crazy, hyper-creative cocktail menu. Don't get me wrong, the creative minds pushing our culture are essential, but they never define how good a bar truly is. For me, the bartender can make or break a bar, regardless of what you produce in the glass.

​Let me break it down real quick: I'd rather go to a mediocre bar with mediocre drinks but a great vibe and great service than a bar with crazy cool drinks, zero atmosphere, and non-existent service. I’ll stand by that any day of the week.

​Here are a few small increments of what I think separates a good barkeep from the rest.

​The Meet and Greet

​Nothing makes me feel more welcome than being acknowledged the moment I step through the door.

​When I was training, my manager always told me: "You are never too busy to lift your head up and greet a new customer."

​This is the golden rule. It gives the guest a sense of being acknowledged, welcomed, and seen. It means that if I wait 5–10 minutes before I get a menu, I’m not worried. I know someone in that bar is aware I’m here. No need for that awkward lean-over or frantic eye contact to get someone’s attention. It instantly builds patience and trust.

​The Power of Water Service

​Besides the obvious benefit of keeping your guests well-hydrated while they consume alcohol, there are other perks. I can’t emphasize how important water service is, especially at the bar counter.

​Here’s why: If a customer comes in mid-rush, and you’re five tickets deep and know there’s going to be a wait, water buys you time. A customer who has a glass in their hand can sip, chat, cheer, and enjoy your show while their order is being prepared.

​There is nothing more awkward than ordering a drink and then having absolutely nothing in front of you for 10–15 minutes. That’s a recipe for awkward silence while a lone drinker or a couple just stares at the back of your head.

​Also, refilling a half-empty glass of water naturally sparks a conversation, which is a brilliant time for upselling. Higher ticket numbers translate to higher revenue for the bar and, hopefully, a higher tip for you, all while making the guest feel continually attended to.

​The Check-Back (It's Not Just for Restaurants)

​Waiters are trained to always return to the table shortly after food is delivered. We should be doing the same.

​Always ask how they like the drink. This shows care and attention. Guests are notorious for not telling you when they dislike a drink. While a drink might be made exactly as intended, it might just not hit the right spot for their palate.

​This is your opportunity to shine:

1. ​Spark a Conversation: Maybe they found a flavor profile interesting or unique.

2. ​Product Knowledge: Maybe they had the same classic elsewhere, and your version was different. This lets you show off your SOPs and knowledge.

3. ​Strategize: Most importantly, you get a glimpse into their palate, allowing you to strategize your next move and recommend the drink that will suit them even better than the first.

​Clean Service (AKA: Sanity)

​Behind the bar can be tough. You have people staring at what you’re doing constantly. Keeping your cool and, critically, keeping your station clean is an essential indicator that you can perform under pressure.

​I had a great bartender tell me once: "If your station looks like shit, you’ll be making shit."

​Cleaning as you go is vital, even during crazy rushes. Once you start letting go of your station, it’s a quick slide into chaos. You start misplacing shakers, running out of clean jiggers, and spending twice as long looking for what you need.

​Also, visually for the guest, it’s much more pleasing and comforting to know that the person making their drinks is using a clean surface, clean equipment, and clean hands. It builds confidence in your product before they even taste it.

​There is an enormous list of what I think makes a good bartender, but I don't feel like writing a book today. I hope this gives you a small insight into the things—besides the ability to make good drinks—that separate a good barkeep from a great one.

​What do you prioritize most when the bar is three deep: speed or hospitality? Let us know in the comments.