Newsletter #245 - Readers Have Their Say on Winery Hospitality
07 Jan 2015- Details
- Category: Newsletter Archives
MichaelPinkusWineReview Newsletter #245
January 2015
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WineReview: Readers Have Their Say on Winery Hospitality
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Grape Guy’s Picks of the Bunch: New and Noteworthy Wines
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Bi-Weekly OWR Updates: Wine Videos, Blog Additions and more
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Wine Event Spotlight: See What's Going on in Wine Country
WineReview: Readers Have Their Say on Winery HospitalityHappy New Year! I think it’s a little early to begin with controversy or make empty promises or predictions about the new year and what it will bring for Ontario wineries, I’ll save that for next week … Instead I’m going to keep the promise I made in Newsletter #234: Is Hospitality a Thing of the Past? And let readers have their say on the topic.
When last we left each other I asked you for your stories and thoughts on the state of hospitality at the wineries you visit. I got quite a lot of response both positive and negative – and as promised below I will share a few of those thoughts, advice and stories readers passed along:
We’ll start with this one from Kevin, who wrote …
“I read your recent newsletter today and wanted to comment on a few of my personal experiences. I moved my family from Toronto to the Niagara region 2 1/2 years ago, and since relocating here we have fully supported the local wineries and stopped purchasing wines through the LCBO and wine retail outlet stores. We have made considerable effort to visit every winery in the Niagara region since our move, and we continue to visit our favourites on a regular basis. I can tell you that our experience with regard to the hospitality afforded to us at the Niagara wineries has been overwhelmingly positive. I too have experienced the winery charging for a tasting after everyone in our group purchased wine, so we just don’t go back there anymore. It has cost them far more than the $20 they charged us for the tasting that day! I will concede that there are people within the industry that may not meet expectations with regard to hospitality, but that could be said of any industry, anywhere ... I will concede that thanks to our provincial government and its unfriendly attitude towards local producers, there are many local wineries that are just barely making a living. Perhaps with a more progressive system that encourages local producers, they could afford to invest more resources into hiring and training staff that would contribute to a better overall visitor experience.”
World traveler Brian had this to say …
“We all have heard anecdotes about how, in general, hospitality in the service industry is better in the USA than in Canada. I find that there is some truth to this generalization, but as you noted in your article, there are wineries in Niagara that make you feel at home and then there are those that seem too busy to cater to the customers at the tasting bar. In larger wineries, where they have spent a lot of money on store floor space and inventory consisting of a variety of gifts and all manner of wine memorabilia, I have also noted that they never seem to have a staff member circulating on the floor to assist customers which, in the retail business, means increased sales!
As a Sommelier, I recently returned from a month in Japan travelling all over and experiencing a couple of wineries in Honshu (the main island) as well as a 300 year old sake brewery in Takayama. At the sake brewery on a busy holiday Saturday when there were a lot of customers, the owner still made time to give me a personal tour of the facility. The Japanese have an innate sense of service to others and they are very polite. As much as winery owners know the importance of good customer service to their bottom line, I have to wonder how much attention they actually pay to their hiring process for the tasting room? Most of the small Mom and Pop wineries are fine because family and close friends run the place, but when a winery grows, they have to have a whole new set of business skills to hire the right folks to run the tasting bar and the store. If this is a bad experience, people just won't go back. I suspect a lot of people react this way …
I also had a career in human resource management, and with regards to customer complaints, most people do not say anything in these situations. At a winery, people are there for a good time and they do not want confrontation of any sort. The industry standard also says these same potential customers go home and tell the story to, on average, 20 other people. You can see the negative impact that this could potentially have on the winery regardless of how good the wines might be!”
Bob offers up more advice than criticism to the industry, let’s see if you agree with his thoughts:
“I think that you hit the nail on the head with the expansion metaphor. However, that is not exactly the cause of the problem. The problem, having worked in retail as well, is that most wineries do not regard their sales staff as integral to their success. As a consequence, they employ staff at or near minimum wage, and retail managers, who are better at computer graphics, than at working to deliver a quality service. The process of management is a hands-on exercise, that again, most wineries ignore. Corporate management tends to be top down [which] is referred to as “team work”, [but] people don’t chase you into the parking lot to pay a tasting fee because they think it is a good idea. I think this referred to as “corporate policy”.
Training is important and often poorly done. But there are also a large number of highly qualified sommelier types who act as if they are wasted in retail. Unless retail is a calling, hospitality will only be a term. I would [also] suggest that most wineries need more staff than they actually have.
My favourite negative story, and not one of mine, involved a petite female guest who was visiting a multi-award winning winery. She waiting patiently at the tasting bar while other people were being served. When it was her turn, a man stepped in beside her and was immediately served by a member of staff. She was “Pretty Woman” upset. Not only was she prepared and able to buy a truck load of wine, which [she] did not, but she took every opportunity to tell everyone who would listen about how poor her experience was at the named winery. It is one thing to lose a sale, but even worse if it affects future sales. But for that to matter, the winery has to care.”
Thanks to all who sent in their comments.
If you have something to say about any topic or newsletter let us know and you just might see your comments on the pages … see you next time.
Grape Guy’s Picks of the Bunch: New and Noteworthy WinesBig Head 2012 Sauvignon Blanc - $19.00 (W)
www.bigheadwines.ca
Here’s a Sauvignon Blanc like none other I’ve tasted … making it certainly unique in my books. This wine took 16 months to ferment, but once done achieved aromas of lime and guava and a palate that’s green fruited , grassy with guava elements and an incredibly long finish that highlights green apple and lime; very pretty and pretty tasty. Price: $19.00 - Rating: ****+
Hillebrand 2013 Riesling, Trius - $13.95 (W, L)
www.triuswines.com
2013 will be known as a Riesling year because of its cooler temps which helps give Riesling its much needed balancing acidity. Nose of green apple, pear and peach along with floral and talc. The acidity is the first thing that grabs the tongue, then comes the lime, peach pit and green apple … this wine is a welcome explosion of flavour in the mouth. Price: $13.95 – Rating: ****
Lailey 2011 Cabernet Franc - $24.95 (W)
www.laileyvineyard.com
Winemaker Derek Barnett has excelled at making Cabernet Franc for as long as I can remember – his most recent coup was his 2010 Unfiltered version, which ranked in my top 5 Franc from that vintage, and maybe all time from Ontario (I would have to check a few notes to make sure). Now the weather of 2011 was no 2010, but Derek still managed to work his Francy-magic. The nose here is smoky-tobacco with spiced-raspberry; on the palate the fruit screams from the glass with smoked cherry-raspberry, cigar box undertones and a seriously spicy finish. Price: $24.95 – Rating: ****+
Muscedere Vineyards 2011 Merlot - $20.00 (W)
www.muscederevineyards.com
This is the first ever single varietal Merlot to come out of the cellar at Muscedere – the make-up is 50% estate fruit and 50% brought/bought in fruit. It’s light and easy drinking with blackberry, black cherry, with well-structured tannins and a full feeling in the mouth that one would not expect from this vintage. Drink now thru 2017. Price: $20.00 – Rating: ****
Pondview 2013 Gewurztraminer / Riesling - $13.95 (W, L)
www.pondviewwinery.com
Gewurzt and Riesling go together like a horse and carriage; at least that’s what many around these parts feel. This version has a very Gewurzt driven nose of rose petal, spice and lychee; the palate continues with spiced-lychee and orange peel though remains fresh, lively and ultimately pretty right through to the finish. Price: $13.95 – Rating: ****
Tawse 2013 Riesling, Spark - $19.95 (W)
www.tawsewinery.ca
Last year this was a real surprise bubbly to me … the hot vintage of 2012 was not one that many would think of for blow your mind acidity, but Tawse managed to harness it in their Riesling Spark. Now with 2013 it’s a different story: this one shows an element of sweetness that holds on for dear life balanced by acidity in the form of green apple and lemon notes … this year flavour trumps everything and this is still one of the best priced quality bubblies in Ontario, especially for you Riesling fans. Price: $19.95 – Rating: ****
Availability legend: W (Winery) – L (LCBO/Vintages) – OL (On-Line).
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Icewine Festival 2015 … The Icewine Festival is a unique celebration, where consumers have the opportunity to discover and enjoy Canada's most distinctive and delicious wine. During this special time, wine enthusiasts, cocktail fans, foodies and music lovers can all choose from a collection of Icewine related events reflecting the authentic and local flavours of Ontario. It all starts January 9 and continues thru the 18 at various event locales in Niagara. For all the details check it out by clicking here.
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