In past weeks, we’ve seen a sad Silver Spring, Md. There’s no way you’d subject yourself and your staff to cameras and the wrath of the Taffer if you weren’t seriously failing. ![]() His volume increases from normal to ballistic, his eyes bulge like they’re being squeezed out of a toothpaste tube, and his face turns a shade of red best described as eggplant lava.Īnd it’s in this moment, where Bar Rescue combines shiny reality show amplification - as in, the bigger the freak-out, the bigger the splash - with the cold hard reality that each of these bars, including West Palm Beach’s Mystique Lounge (now Aura), star of last night’s episode, were in trouble serious enough to invite this freakery inside. The product is the reaction.As a huge fan of Spike TV’s Bar Rescue and its … umm … emphatic host/bar expert Jon Taffer, I find myself physically bristling at that moment in every episode where Taffer, fueled by righteous anger over whatever gross behavior he’s witnessed via hidden camera and the knowledge that conflict fuels ratings, barges into a hapless drinking establishment and loses it. We're not in the food and beverage business - that isn't our product that is our vehicle. If the entreé doesn't create the reaction when it hits the table, then it ain't worth shit. He's making a reaction he's achieving it through the entreé. Ryan in the kitchen might think he's making an entreé he's not. We're not in the business of selling food. ![]() The bar that creates the best reactions wins the girl who creates the best reactions wins, right? And the manager who creates the best employee reactions. It's managing the reactions of others and the premise is that he or she who creates the best reactions in life wins - end of fucking story. How about rather than more liquor, you use less mix? Same frickin' thing. Overpouring isn't the answer it's the way the drink tastes that's the answer. How about using a different ice cube, pouring less liquor and making the drink twice as strong with less liquor. Some owners give a little discretion to bartenders when it comes to overpouring, since they believe that the expense is negligible if it means building customer loyalty. There is very little that comes out of my mouth that isn't contrived. As I talk to people, I watch everything that you do, and I will change right in the middle of a sentence if I'm not getting the right reactions out of you. Right now, if your body language weren't like that, I'd change midsentence and adjust to it. As I got older, I started doing it with people. It taught me sensitivity, how to watch her, facial expressions, and keep her happy before she turned unhappy. So I learned at a young age how to keep her in a good mood. My mother was tough, and if she was in a bad mood, then there were consequences. You write about how your mother helped you understand how to predict and react to shifting moods. ![]() Excuses are the common denominators of failure. If you blame it on somebody else, you keep failing every day. If you're a failure, you're not going to like it, and you'll change. Why not you? When you wake up in the morning and look in the mirror, either you're a success or a failure. If Steve and Brad wake up tomorrow morning and say their sales aren't good because of the competition, our sales aren't good because of the president, because of Congress, or our sales are terrible because of Ukraine! It's Ukraine! I mean, you can make every excuse in the world. Jon Taffer: You know, Steve said it a couple of minutes ago: excuses. We sat down with Taffer to have a frank discussion about reaction management.Ĭlean Plate Charlie: What is the most common mistake that you see owners in the industry make? ![]() After reading his book, we had some questions of our own. In his book, Taffer writes about the science of "reaction management," a term he uses to describe how to predict and react to customer behaviors on the fly using simple methods he picked up from his 30-plus years of working in the industry. See Also: Top Chef Ron Duprat on the Florida-New Orleans Creole Connection Recently, Taffer traveled to Spirits on Bourbon in New Orleans - one of his most successful turn-arounds - to visit with co-owners Steve Smith and Brad Bohannan and to sign copies of his new book, Raise the Bar: An Action-Based Method for Maximum Customer Reactions. West Palm Beach residents in 2012 may remember when he took the bar formerly known as Mystique and transformed it into Aura, shedding the skin of the bar's unsuccessful past. On Spike TV's Bar Rescue, Taffer shows us how this is done. He has the ability to take a failing bar and turn it into a profitable one, and he does it within days. Bar Rescue executive producer, host, and nightclub consultant Jon Taffer is like Jesus, except he saves bars.
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