There comes a time in every service encounter where we need to decide to take the high road. Re-making a drink when there is a mess-up is one example of many that highlight an attitude we need to have toward service that will produce the best possible experience. Unfortunately, we (myself included) can sometimes default to pettiness rather than advocacy and generosity.

On today's shift break we will be talking about re-making drinks and the motive and the mindset that drives good in-the-moment hospitality decisions.

Related episodes:

030 : Casey Underkofler : Matching Your Service to Your Quality : How to Manage and Control the critical details of service so both the experience and product are excellent

016: Raising the Bar on your Customer Experience w/ Michael Butterworth

045 : Simple, Powerful Hospitality w/ Philip Turner

058 : Holiday Hospitality

084 : Crushing the Rush : Tips and Best Practices for Busy Times

Visit our amazing sponsors!!!

Elevated batch brew and so much more!

Ground Control Cyclops Brewer

Your Own Branded App!

www.espressly.co

Briefly | 23 Aug 2025