When you dig into what's going on inside customers heads, you realize people don't come to us to eat and drink. They come to us to feel something- something fun, lighthearted, different and a little 'off'. They expect a type of hospitality (not service) that they don't think they can get elsewhere.
They want to be taken through an experience.
Our beers are foreign to most (believe it or not)
Our food is different
Our style of service is authentic
...
and customers just want to let go when they come to see us.
They don't want to be asked what they want because they don't know. They want you to help them figure out what they will like and then make a great recommendation.
They want you to do something unexpectedly nice for them. Look after them like they were in your home.
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