Five wine retailer’s New Year’s resolutions for 2019
The Wine Curmudgeon has long supported the independent wine retailer, both here and in the cheap wine book. The best independent retailers are the wine drinker’s best friend – someone more concerned about making the customer happy than selling them plonk because it seems like a good idea at the time.
In addition, those of us who care about quality and value have fewer and fewer options in a wine world of ever more gigantic producers, ever more massive distributors, and ever more mega retailers. This makes the quality independent wine store more important than ever.
Hence, these five wine retailer’s News Year’s resolutions, because we’re all in this together:
• The customer is not your enemy. This seems obvious, but I am always reminded of the pizza restaurant owner I once interviewed. Yes, he said, the pizza business would be a lot of fun if not for the customers – always complaining about tardy deliveries, cold food, and incorrect orders. Retailers, caught up in the day-to-day aggravations of small business, can lose sight of why they’re in business. Once that happens, it’s not too long until you’re as irrelevant as Montgomery Ward.
• The employee isn’t your enemy, either. That same pizza operator disliked his employees almost as much as his customers – how dare they ask for a raise or time off? I don’t think it’s a coincidence that the two best independent wine retailers in Dallas respect their employees and are rewarded with minimal turnover and top-notch efforts.
• The customer is not stupid. This is an especially irritating 21st century development, in which we’re treated as if we’re sheep ripe for shearing. How else to explain things like World Market’s phony pricing? Treat the customer with the same respect as your employees, and that’s most of the battle.
• Sell wine for a reason, not because you think you know best. I wrote a trade magazine story this month, asking long-time wine industry types about their biggest mistakes. One told me that he always goofed up when he thought he knew more than the customer did. This was not necessarily about wine knowledge, he said, but that he thought he knew what they should drink instead of helping them find what they wanted to drink. The best independent retailers always do the latter.
• Keep showing why you’re different from everyone else. Walk into any grocery store, regardless of who owns it or where it is, and the wine department looks exactly the same – the same Big Wine labels, the same deceptive pricing, the same stupid shelf talkers promising wine quality that only a marketer could believe in. That’s why there’s room for someone who offers interesting wine af fair prices, and why so many small wine shops continue to thrive.