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 Message 15444 of 22774 in Behind the Bar
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Subject: Frustration with spotter report
From: anonchump
Posted: Sun Aug 6. 2006, 08:06 UTC
I was allowed to read my first secret shopper report, and I have some serious 
issues with some of what was written. I know the company that does these 
reports for us and my immediate reaction was to email them, although I am not 
sure how much good that will do or if it is really appropriate. I work in a 
large hotel bar, with 2 other bartenders usually. I take my job seriously, am 
honest, have a great deal of integrity and follow the rules.

The most bothersome issue was that it was reported that I was the sole 
bartender who consistenly underpoured using a 2-3 count vs the 4 count the 
other tenders use. We all must use a jigger at all times. 

The standard pour for liquor is 1.25oz in our bar. The policy that all 
bartenders have to follow no matter how in the weeds the bar was, is to pour 
into a jigger first then pour the jigger into the glass. Free-pouring is never 
allowed on anything and cause for a 'write up'. I have never once deviated 
from this method, and always made damn sure to pour the exact measure for each 
drink with the jigger at management request. We have bevinco breathing down 
our necks weekly, and management is unhappy even when a type of liquor is a 
tad over on a weekly report (understandable). I was simply livid when I read 
that according to the spotters I was underpouring, it's simply not possible 
with measuring into a jigger and I know this to be untrue.

It was mentioned that my drinks tasted poorly to the spotters (I was the only 
one that served to them) and had too much mix and not enough alcohol. I can't 
control this, there is a standard size pour of the liquor using the jigger and 
a standard sized glass.

Next issue: up-selling. I remember vaguely who the secret shoppers were (was 
informed after the fact), and what one of their orders was. They asked if we 
carried a particular type of flavored vodka (we only carry one brand of this 
vodka in this particular flavor), and I told them yes we do, and they ordered 
that vodka type TALL. They claimed I made no effort to upsell them. How can I 
upsell on a flavored vodka when we only carry one brand of it? The report 
simply stated they asked if we had X brand, bartender said yes and made no 
effort to upsell them. Then they claimed that the drink tasted very weak (tall 
vodka lemonade? shrug). This seems absurd to me, and the way it was stated in 
the report made me look like total crap to management.

The score for the bar as a whole was pretty good overall, there were perfect 
ranks for honesty, cleanliness, organization and a few other aspects I forget.

I guess my big problem with the report was I used a '2-3 count' when the other 
tenders used a 4 count. No mention of any of the bartenders using a jigger in 
the report (as we all do ) just that my pours were 'weak'. I don't get this, 
I've used a jigger per management policy and am not blind and can tell when 
the jigger is full. Especially as the new bartender I made damn sure I did 
this every single time so I followed the rules. Why was I singled out and 
accused of pouring half to 3/4 of what the other tenders pour when we all use 
a jigger? Is this just some sort of 'filler' for their report? They said they 
saw this on several occasions, yet I've poured tons of drinks while 
managers/servers/customers and other bartenders watched while in front of me 
and have NEVER once heard 'you are pouring too little into the jigger'.

I'd like to hear any advice or similar stories if anyone has them.


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