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Mon, 17 Mar 2025 22:50:46 GMT

Finally, Our Online Spanish Language Course is Here!

DrinkWise America is excited to announce the launch of our online Spanish language course, which is designed to deliver the same industry-leading advantages as our English version. Here’s why our ABC-certified course stands out:

Detailed Course Content : Gain a deep understanding of the ABC Minor Decoy Program, including its key processes and implications.

Actionable Insights : Learn how the Minor Decoy Program, the ABC TRACE program, and potential lawsuits are interconnected— equipping you to navigate these challenges confidently.

Proven Best Practices : Master the skills needed to effectively check IDs and responsibly cut off service when necessary, protecting your business from risk.

Real-World Examples : ABC press releases to understand the frequency and impact of ABC drug stings, helping you stay prepared.

ABC Exam Success Tools : Download our exclusive ABC Exam Helper, a valuable resource to help you easily pass the ABC’s Exam.

Here is a special discount code (only good for three months) to enter when registering for our course to receive a 25% discount: SPAN25 (only good until June 30, 2025)

We are grateful for the positive feedback we’ve received about our courses and customer service. At DrinkWise America, we remain dedicated to supporting you in protecting your ABC license and minimizing liability risks for you and your business.

Thank you for choosing DrinkWise America!

5 Things You Need to Know About Re-Certifying

Mon, 21 Oct 2024 16:16:19 GMT

Easy-peasy...

1. ABC Certifications expire after three years .

2. The ABC will accept RBS Course Completions within 90 days of the expiration date of the original Certification. The ABC will email certification expiration notices beginning 90 days before expiration.

3. The first step to re-certify is to log in to your ABC account and pay the $3 Exam Fee.

4. The second step to re-certification is taking the DRINKWISE RBS Course.

5. The final step to re-certify is to take the ABC Exam.

Use Coupon Code Drink20 to pay only $12.79 for the DRINKWISE RBS Course—a 20% discount.

Libba the Legend — Part 2

Mon, 13 May 2024 16:25:06 GMT

Libba liked people and was endlessly curious.

She routinely came to work and asked me, "How's it going?" She stared with those penetrating eyes and really listened to my answer. Often, she regurgitated what I said, making it clear she listened. Now, if I went on about some petty injustice, she'd smile and say, "Bless your heart," her patronizing tone making me aware of my silliness, and we'd both be smiling.

When talking to Libba, you always felt like you mattered.

That's how Libba treated everyone. Her customers reciprocated by asking to be in her section and tipping her very well.

Customer Service in One Paragraph

After twenty years of listening to positive and negative customer feedback, over a dozen years of reading spotter reports on customer service, and a lifetime of personal experiences with service, the key to superior customer service is straightforward: Make a genuine connection with the customer.

Following a pre-programmed script to introduce yourself, using specific edge language, and asking the customer certain questions (can I start you off with a cocktail and appetizer, etc.) can add to the customer's experience.

Potentially.

But, if a server's behavior is experienced as rote by the customer, the insincerity sends the message that the customer isn't worthy of the server's interest (especially since they know the server is paid to be interested). A customer (even a partner, friend, or child) who feels unworthy within a relationship will be on high alert for perceived slights and are hard to satisfy. A customer who feels a genuine connection with a server can handle almost any service mistake if the server continues demonstrating genuine care and concern for the customer's experience. The statistics bandied about by customer service experts on how forgiving customers will be if the server genuinely addresses problems echo my experiences.

Customer Service, Explained by Maslow

In 1943, psychologist Abraham Maslow exposed the world to his now-famous hierarchy of human needs, expressed by a pyramid. Maslow stated the most basic human needs are those tied to the desire to survive (food, water, shelter, safety, etc.). Once our physical needs are minimally satisfied, humans crave a feeling of belongingness.

Decades later, researchers evaluated Maslow's hierarchy of human needs in light of "theoretical developments at the interface of evolutionary biology, anthropology, and psychology." They could have simply said, "New research." The researchers concluded that Maslow's hierarchy was still valid while they recommended some tweaks. They replaced the need for belongingness with a need for affiliation (i.e., connection), stating: "…human beings are exquisitely sensitive to cues of social rejection, and they respond to such cues using some of the same neural circuits used to register physical pain." (Kenrick et al.)

No wonder our customers value connection; it's hardwired into each of us. Is it so strange how upset customers feel at rejection if they experience it similar to physical pain?

How can you benefit from this information? When you interact with customers, slow down, make eye contact, and actively listen— really listen to what is communicated verbally and by their body language and respond accordingly. Be in the moment, sincere, caring, and value the moment as an opportunity for you and another person to connect.

Libba-rate the customer by elevating them, and you'll both be rewarded.

Gregg

This blog comprises lifted or paraphrased content from my book, The Optimized Bar, Profits by Design. To read more about the contents of the book:

Libba the Legend, part 1

Wed, 13 Mar 2024 19:00:25 GMT

How to Increase Your Tips!

Libba was one of the first servers to work with us at the Shark Club, a restaurant during the day and a club at night. She was a bleached blonde, spoke with a genuine Texas twang, wore stiletto high heels, and used her bra as a cash caddy.

Libba, as did many of our servers and bartenders, earned several hundred dollars in tips on our busy nights.

What made Libba legendary was her ability to always walk away with at least $100 in tips on our slowest nights. Even as she was hobbled…

One of Libba’s stiletto heels broke on an extremely slow Tuesday night. Instead of going home to get a different pair of shoes or simply asking to get off early—after all, we were dead—she insisted on working her entire shift. Still, she clipped-clopped her way to another $100 night.

What was her secret?

Two things made her special. Today, we'll focus on her being there, as in always staying in her section, especially on slow nights. Most staff preferred hanging out near the service well at the bar or the food pick-up window at the kitchen.

Not Libba. She always spent her time in her section, walking the floor and talking with her customers. If she found herself conversing with customers, her eyes constantly swept the room like a lifeguard looking for someone in need. Being there enabled her to anticipate her customers' needs or, at the very least, immediately respond.

Unfortunately, Libba's oneness with her customers is not standard in our industry.

According to the article "5 Most Common Restaurant Complaints on Social Media," the number one customer complaint is "Service Complaints." Service complaints were summed up by the sentiment: "It felt like the server had forgotten about the customer."

The problem of not being there is not limited to servers.

Ironically, our spotters (secret shoppers) number one complaint with bartenders is their absence. The top two reasons bartenders aren't available to the spotter (or other customers):

The bartender is socializing with a customer, a coworker (another bartender or server), or a friend. IT DRIVES SPOTTERS CRAZY when a bartender sees a waiting customer but ignores the customer so the bartender can converse for several more minutes.
The bartender is on their cell, either on a call or, more often, checking texts or perusing the internet.

With few exceptions, my spotters are bartenders, often with lead or management experience. These industry professionals typically document their observations professionally and objectively in their secret shopper reports. When their emotions leak into their reports, it is always from being ignored by servers or bartenders, which often requires some editing on my part.

I'm a very generous tipper. Even if the food could be better, I wouldn't hold it against the staff and would still tip well. If the service is slow, yet the staff apologizes, and I can see they're doing their best, my tip is still healthy. When the server or bartender ignores me, my small gratuity is my tip to them to up their game.

Be there for your customers, and you'll be rewarded, as musician James Taylor said:

"I can't thank you enough for showing up. It's not the same without you."

Numerous quotes link showing up to success, but Taylor's also captures the need for interaction. This is a segue to our next blog, where we'll discuss another Libba trait that garnered her generous customer tips.

Gregg

This blog comprises lifted or paraphrased content from my book, The Optimized Bar, Profits by Design. To read more about the contents of the book:

The $30,000 shot glass. Yikes!

Wed, 19 Jul 2023 16:44:21 GMT

Occasionally, a client would ask me to do a deep dive into their operation. This time-intensive work involves:

Secret shopping the business, followed by…
Interviewing staff
Reviewing sales records
Reviewing staff training and scheduling
Reviewing policies and procedures
Evaluating their product mix and cocktail recipes
Evaluating their marketing program
Conducting a competitive analysis
Evaluating their pricing
Understanding their brand (if not self-defined, then customer defined)
Writing a long-detailed report making recommendations on all the above

Frankly, it’s a grueling process. Inevitably, many opportunities are identified that improve the client’s financial viability and reduce their risks.

A huge opportunity discovered during one deep dive is also a common problem identified by my secret shoppers:

A shot glass is either too large or simply overpoured.

This client wanted his bar to pour a larger than industry standard pour. The industry standard is 1.50 ounces; the owner wanted his bar to pour 1.75 ounces. Fine, but there was a problem…

The client’s shot glass was too big, and his staff filled it to the brim.

Here are pics of the client’s shot glass. The photo was taken at my house; I won’t share photos inside my client’s business.

On the left is what a 1.75-ounce pour looks like, and on the right is what the client’s bartenders poured: 2.75 ounces.

Based on the client’s product mix and pricing, I could accurately inform the client that his shot glass overpour was costing the business a MINIMUM OF $30,000 A YEAR in lost profit.

A MINIMUM because the calculation was only based on the cost of the spirits given away free.

The overpoured shots also reduced sales (opportunity cost). If a customer ordered 3 shots, the customer received almost 5 shots worth of spirits. Meaning customers ordered fewer drinks.

As seen below, overpouring also puts the client and customer at a higher risk of harm (and possible lawsuit and ABC violation).

Okay, this may sound petty, but the overpoured shots also resulted in spirits spilling over the brim and making the glass sticky. I’m not fond of sticky fingers.

The solutions were numerous:

Replace the shot glass with one that fills at 1.75 ounces (still have the sticky finger issue)
Replace the shot glass with one that fills at 2 ounces but has a fill line at 1.75 ounces, and then monitor the pour levels (the same approach works without a pour line).
Keep the current shot glass but monitor pouring levels, but it may appear to the customer the bartender is underpouring.

Our book “The Optimized Bar — Profits by Design” shares numerous ways to improve your bottom line. If you’re interested in reading more about the book, please go here:

We hope you download and display our DrinkWise America poster for your staff. The poster includes a QR code and discount code for our course. Once you click on the link, scroll down to find the poster.

DrinkWise America is here to help you increase your profits, reduce your liability, and protect your customers.

Take care, Gregg

I'm Certified. Really!

Mon, 30 Jan 2023 20:25:43 GMT

I’m certified…really!

Everyone has an interest in knowing either:

1. How to prove to an employer you are ABC alcohol certified, or…

2. If a current or newly hired employee is ABC alcohol certified

How can an employee prove they are ABC alcohol certified?

The employee can take a screenshot or photo of their Server Certificate Details—found on their ABC dashboard—to demonstrate certification. Be sure to include your name shown above the Server Certificate Details. This is what that would look like:

As shown in the above screenshot, the Server Certificate Details is “your digital RBS certificate.” In other words, the ABC does not provide a PDF certificate to download.

Sharing a screenshot or photo via text, email, or a printout is the only thing an employee can do to demonstrate they are certified to their employer.

How can a business know if an employee is ABC alcohol certified?

Can an employer simply ask its current staff and those newly hired to provide a screenshot or photo of the person’s Server Certificate Details?

Sure. But technically, the employer is risking an ABC violation.

Don't shoot the messenger. I’m only sharing the facts.

And as the ABC reminded me (while I did research for this blog), the law requires licensees to use the ABC’s database to confirm the certification status of an employee. This is reflected in the Server Certificate Details Note: “You will need to provide your Server ID number to your employer for verification in the RBS Portal.”

Yes, that’s right, this requires you to create a License Administrator Account. Again, I am only the messenger.

Let’s answer some questions you might have.

What is a License Administrator?

“The License Administrator is the person responsible for managing your license online. It should be the licensee, or someone designated to perform functions on the licensee’s behalf.”

Can the ABC tell if I am using License Administrator?

Yes. In fact, I was told they can “see activity to confirm the licensee is checking certification status and can compare when status was checked versus when someone was hired.”

Yikes.

If I already created a Server account on the ABC Portal, do I need to start over to create a License Administrator account?

Not completely. Log in to your Server account and click My Applications on the navigation bar. Then click New Application, and then click License Administrator.

When using License Administrator, am I required to use the roster function, where I enter the name of each employee?

No. You are only required to use License A dministrator to search the certification status of staff.

Are there benefits to using the roster function within License Administrator?

Yes. Here are a few:

You’ll always know the certification status of your employees entered into the roster database. For example, if the employees have registered on the ABC Portal, if they are registered but not certified, or if they are certified.

You will be notified (as will the server) by email when the server’s certification is about to expire.

The licensee can also see the next renewal date for their liquor license.

The ABC anticipates additional features being offered through the License Administrator account.

Creating a License Administrator account requires a validation code, what the hell!?

This is the biggest frustration I’ve heard from clients.

The ABC mailed validation codes to licensees in June and July 2022. Many licensees simply no longer have the mailed letter for very good reasons: the person who opened the mail didn't pass the letter on to the appropriate decision maker, or the licensee didn’t fully appreciate the importance of the validation code.

If you are one of the many who needs a validation code, the licensee on record can call their local ABC district office, and the ABC will provide you with a code over the phone.

Here's a link to the ABC’s Contact page, where you can find your local district office:

Once on the ABC’s Contact page, scroll down and then select your county within the Find Your District Office by County drop down menu.

If you still have questions, here's a link to the ABC’s FAQs on the License Administrator:

The ABC recently created a YouTube video on License Administrator. Here’s a link to it:

Regardless of which approach you use to confirm an employee’s ABC alcohol certification status, be sure it’s done. Consider adding to your New Hire Checklist: Confirm ABC Certification Status.

Keep in mind the penalty guideline for an ABC licensee in violation of Business and Professions code § 25683 is a 10-day suspension. Have I mentioned that I’m only the messenger?

Ready for good news?

The focus of most future blogs will be ways to increase profitability.

We hope you download and display our DrinkWise America poster for your staff. The poster includes a QR code and discount code for our course.

California's New RBS Law

Thu, 21 Oct 2021 19:15:44 GMT

It's getting close to that time to celebrate!

It’s getting close to that time to celebrate! While that’s a matter of opinion, I’m a glass-half-full person. As a former owner operator of restaurants with bars, I have little doubt that serving alcohol responsibly better protects the customer, public, city resources, and bar profits—more about that in future blogs.

For now, let’s answer some frequently asked questions that business owners, servers, city officials, and law enforcement have about the new California law ABC 1221—a law that will require over one million hospitality workers to be trained in RBS.

What is RBS?

RBS stand for Responsible Beverage Service. RBS is the term frequently used to define a course that teaches how to sell alcohol responsibly.

What is the difference between RBS and ABC LEAD training?

Responsible Beverage Service (RBS) training educates people seeking employment or those who are currently employed as servers of alcoholic beverages at on-premises licensed locations. It provides servers with the necessary knowledge and skills to responsibly serve alcoholic beverages to avoid causing alcohol related harm to their communities.

Licensee Education on Alcohol and Drugs (LEAD) is ABC’s free voluntary prevention and education program for off-sale licensees and their employees. LEAD provides practical information on serving alcoholic beverages safely, responsibly, and legally, as well as ways to prevent illicit drug activity at a licensed establishment.

LEAD training is not a certified RBS course.

When does the new RBS law start, and is it mandatory?

RBS training becomes mandatory on July 1, 2022. This new state mandate will require specific staff who work at on-premises alcoholic beverage businesses to successfully complete an ABC approved RBS training program and then successfully take an ABC Exam no later than August 31, 2022.

Who must be trained?

Alcohol servers, managers of alcohol servers who work at on-premises business, such as: restaurants, bars, fast casual dining, tasting rooms (including off-sale locations), hotels, and stadiums.

An alcohol server , as defined under AB 1221 includes anyone who does any of the following:

Checks customer identification for purposes of alcoholic beverage service or entry to an ABC on-premises licensed establishment
Takes customer alcoholic beverage orders
Pours alcoholic beverages for customers, or
Delivers alcoholic beverages to customers

A manager means any person who trains, directly hires, or oversees alcohol servers at an ABC licensed premises, or any person who trains alcohol servers how to perform the service of alcohol for consumption for an ABC on-premises licensee , including but not limited to, when to check identification or when to refuse service to a patron.

How does someone become certified?

Please click Three Steps to Get RBS Certified .

How long does certification last?

Certification is valid for 3 years. The certification must be renewed prior to its expiration to remain valid.

How do I demonstrate to my employer that I am certified?

Your training certificate is recorded on your ABC Server Dashboard in the training history at the bottom of the page. The ABC is using digital certificates, which will be housed in the ABC RBS Portal. If you want, you may take a screenshot of your ABC Server Dashboard and provide that to your employer.

Your employer will be able to check and confirm your certification via the ABC Licensee Login on the ABC RBS Portal, by using the certified person’s last name and nine-digit Server ID Number.

I completed a course before March 29, 2021, do I need to take another course?

Yes. Prior to Monday, March 29, 2021, none of the responsible beverage service training providers currently offering services in CA were ABC approved for the upcoming statewide mandate.

The city/county has specific ordinances for RBS training for alcohol servers, do those all still apply under AB 1221?

AB 1221 has set the standards for the types of RBS trainings to be offered (both in-person and online, as well as in English and Spanish languages, at minimum), the frequency of certification (3 years), and who must attend RBS training (anyone who falls under the definition of an alcohol server or alcohol server manager). Cities and counties may apply additional ordinances that further support the efforts of AB 1221 but does not supersede the standards defined in the act. The legal mandates for AB 1221 go into effect July 1, 2022.

Maybe not everyone is fond of the new law, but we can all cheer getting our businesses open and full of customers!

To learn more about DrinkWise and the services we provide, please visit our website “DrinkWise America”

If you have question, please email me at Gregg@DrinkWiseAmerica.com and I’ll do my best to get you an answer.