1.17.24 The New Publix
Distillery guests are also considered to be destination guests with a deep desire to participate in a positive and memorable distillery experience. In some instances, guests walk into a distillery with little to no knowledge about the bourbon industry or that particular bourbon. Many guests arrive at a distillery possessing a strong passion and appreciation for bourbon and have experienced many distillery tours in the past. No matter the experience level of guests, they will look to the distillery guide as the brand expert who exudes confidence, enthusiasm, and a desire to make their day special. Not only have I been the guest, but I serve as the host on my Bourbon Legends Tour. While my tour is not the most popular bourbon destination activity, I do know that the quality of the tour and how I engage with guests needs to meet the high standards Kentucky has set for those who work in the bourbon business. It’s all about ensuring that guests have an enjoyable and memorable experience. This is where hospitality training comes in! Those individuals who receive hospitality and customer service training are better equipped to handle challenging situations, answer questions, engage others through storytelling, and help the distillery stand out among other destinations.
If you’re reading this blog post and live in Kentucky, you know that last week’s grand opening of Publix was a big deal. On opening day people started standing in line at 3:45 AM. I’m not embarrassed to admit we stood in line for 90 minutes for a PubSub which caused us to miss the first 30 minutes of the UK game. Publix off Old Henry Road was indeed a destination for us, and we were most definitely considered to be destination guests. From the second I walked in was welcomed by not just one person but multiple people. There was great eye contact, smiles on everyone working, and hand gestures to guide customers.
Publix employees do everything that is really easy great. Their positive non-verbal language comes naturally, and their energy level creates a welcoming atmosphere. So even on a challenging day at the store or when things at home are stressful customers don’t feel that negativity because the engaging eye contact, smiles, attentive gestures, and open body language of employees are natural and impeccably expressed.
