CHERYL PULEC

Bismarck Brewing Company

Job Aids

Challenge:

Bismarck Brewery opened a taproom, serving draft beers & pre-packaged snacks. The bartenders are family members, friends, & beer enthusiasts willing to help out. Bismarck Brewery's owner observed that not all bartenders handled glassware properly, resulting in glasses breaking. Combined with 1-2% breakage per week from customers, glassware costs are cutting into profit margins. Bartenders also skipped an important cleaning process prior to pouring & serving beer to customers, leading to complaints about the look and taste of the beer.

Solution:

Create an eLearning course to train bartenders on glassware safety and cleanliness standards. The eLearning course would be followed by in-person mentoring, and the job aids featured would be posted behind the bar for bartenders to reference if needed.

Result:

Bartenders reported to the owners that they felt increased confidence in their glassware handling. Negative customer feedback cards and on-line reviews decreased by 10% within the first month of implementing the training program.