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One Manager Completely Ruined the Experience
Muse Vineyards的点评
点评：I visited Muse Vineyards in Shenandoah Valley with very high expectations, and unfortunately, the experience was extremely disappointing.
We were originally planning to purchase three bottles of wine. The visit actually started very well. The gentleman at the front desk was incredibly warm and welcoming, and he enthusiastically introduced us to their Wine Club Manager. At that point, everything felt like the kind of hospitality I would expect from a winery.
Unfortunately, the Wine Club Manager completely ruined the experience.
She asked us which wines we wanted to taste. There were six award-winning bottles displayed directly in front of us, and we said we wanted to try five of the six. Her response was essentially, “You need to tell me what they are before I can pour them.”
I honestly could not believe it.
You are the Wine Club Manager, standing in front of guests, with six award-winning wines displayed right in front of you, and you don’t know which wines they are? Why should the customer have to identify the winery’s own award-winning wines for you?
I have visited countless wineries and have eight years of restaurant management education and experience. I understand hospitality, guest experience, and wine tasting service. This was not a minor service issue. It was simply unacceptable.
I eventually had to walk over and identify the five wines myself.
During the tasting, she repeatedly looked down at her notes while explaining the wines. There was almost no engagement or enthusiasm. I tried to have a conversation with her and shared my impressions of the wines, including that several of them tasted relatively light to me. Her response was simply, “Oh, okay.”
That was it.
No follow-up. No discussion. No attempt to understand what we liked or disliked. No recommendation. Nothing.
After pouring the final wine, she simply disappeared and left us standing there.
No one told us what to do next. No one asked whether we wanted to purchase anything. No one explained how to proceed with the tasting or the wine club.
And this is the person responsible for the Wine Club experience?
Honestly, after this interaction, I have to ask: Who would possibly want to sign up for a quarterly tasting or wine club with this kind of customer service?
A wine club is not just about the wine. It is about building a relationship with guests and giving them a reason to come back. If the person representing the wine club makes guests feel ignored, unwelcomed, and like an inconvenience, why would anyone commit to coming back every quarter?
We were actually prepared to spend money that day. We planned to purchase three bottles. Instead, we left with a completely different impression of the winery because of one person.
Thankfully, the gentleman at the front desk was wonderful. When I told him that we simply wanted to close our card and that we were extremely unhappy with the previous service, he was genuinely warm and apologetic. He even offered us a complimentary glass of wine or some sunglasses as a gesture to make up for the experience.
We declined and did not take anything.
But that gentleman understood hospitality. He listened, apologized, and genuinely tried to make things right. He was the only reason this experience ended on a somewhat positive note, and I sincerely hope management recognizes him for his professionalism.
It is extremely unfortunate that one person in a customer-facing management position can completely undermine the experience of an otherwise beautiful winery.
Muse Vineyards has the potential to provide a fantastic wine and hospitality experience, but the Wine Club Manager needs serious hospitality training. If she is going to be the person introducing guests to the wine club and encouraging them to return for quarterly tastings, she should be the person who makes guests excited to come back—not the reason they decide they never want to return.
I came in ready to buy three bottles and potentially consider the wine club. I left questioning whether I would ever come back.
That says everything.
We were originally planning to purchase three bottles of wine. The visit actually started very well. The gentleman at the front desk was incredibly warm and welcoming, and he enthusiastically introduced us to their Wine Club Manager. At that point, everything felt like the kind of hospitality I would expect from a winery.
Unfortunately, the Wine Club Manager completely ruined the experience.
She asked us which wines we wanted to taste. There were six award-winning bottles displayed directly in front of us, and we said we wanted to try five of the six. Her response was essentially, “You need to tell me what they are before I can pour them.”
I honestly could not believe it.
You are the Wine Club Manager, standing in front of guests, with six award-winning wines displayed right in front of you, and you don’t know which wines they are? Why should the customer have to identify the winery’s own award-winning wines for you?
I have visited countless wineries and have eight years of restaurant management education and experience. I understand hospitality, guest experience, and wine tasting service. This was not a minor service issue. It was simply unacceptable.
I eventually had to walk over and identify the five wines myself.
During the tasting, she repeatedly looked down at her notes while explaining the wines. There was almost no engagement or enthusiasm. I tried to have a conversation with her and shared my impressions of the wines, including that several of them tasted relatively light to me. Her response was simply, “Oh, okay.”
That was it.
No follow-up. No discussion. No attempt to understand what we liked or disliked. No recommendation. Nothing.
After pouring the final wine, she simply disappeared and left us standing there.
No one told us what to do next. No one asked whether we wanted to purchase anything. No one explained how to proceed with the tasting or the wine club.
And this is the person responsible for the Wine Club experience?
Honestly, after this interaction, I have to ask: Who would possibly want to sign up for a quarterly tasting or wine club with this kind of customer service?
A wine club is not just about the wine. It is about building a relationship with guests and giving them a reason to come back. If the person representing the wine club makes guests feel ignored, unwelcomed, and like an inconvenience, why would anyone commit to coming back every quarter?
We were actually prepared to spend money that day. We planned to purchase three bottles. Instead, we left with a completely different impression of the winery because of one person.
Thankfully, the gentleman at the front desk was wonderful. When I told him that we simply wanted to close our card and that we were extremely unhappy with the previous service, he was genuinely warm and apologetic. He even offered us a complimentary glass of wine or some sunglasses as a gesture to make up for the experience.
We declined and did not take anything.
But that gentleman understood hospitality. He listened, apologized, and genuinely tried to make things right. He was the only reason this experience ended on a somewhat positive note, and I sincerely hope management recognizes him for his professionalism.
It is extremely unfortunate that one person in a customer-facing management position can completely undermine the experience of an otherwise beautiful winery.
Muse Vineyards has the potential to provide a fantastic wine and hospitality experience, but the Wine Club Manager needs serious hospitality training. If she is going to be the person introducing guests to the wine club and encouraging them to return for quarterly tastings, she should be the person who makes guests excited to come back—not the reason they decide they never want to return.
I came in ready to buy three bottles and potentially consider the wine club. I left questioning whether I would ever come back.
That says everything.
翻译：我怀着极高的期待前往谢南多厄谷地的穆塞葡萄园，但遗憾的是，这次体验极其令人失望。
我们原本计划购买三瓶葡萄酒。起初，这次参观进行得相当顺利。前台的男士热情友好，还兴致勃勃地为我们介绍了葡萄酒俱乐部的经理。那一刻，一切都符合我对一家酒庄应有的待客之道。
可惜的是……这位葡萄酒俱乐部经理彻底毁掉了整个体验。
她问我们想要品尝哪些葡萄酒。当时有六瓶荣获奖项的葡萄酒就摆在我们面前，我们表示想尝试其中五瓶。而她的回应基本上是：“你们得先告诉我是哪几瓶，我才能倒酒给你们。”
说实话，我简直不敢相信。
你可是葡萄酒俱乐部经理啊，站在客人面前，面前还摆着六瓶获奖葡萄酒呢。而你却不知道那些酒都是什么酒？为什么非要让顾客来帮你辨认酒庄获得奖项的那些葡萄酒呢？
我参观过无数酒庄，还拥有八年餐厅管理方面的学识与经验。我深谙待客之道、顾客体验以及品酒服务。这绝不是一个小问题，简直是不可接受的。
最后我只好亲自走过去，自己辨认出了那五种葡萄酒。
在品酒过程中……她在介绍各种葡萄酒时，反复低头看着手中的笔记。几乎没有任何互动或热情可言。我试图与她攀谈，分享了自己对这些葡萄酒的印象，比如其中有几款酒对我来说口感相对清淡。而她的回应仅仅是：“哦，好的。”
仅此而已。
没有进一步的交流，没有讨论，也没有试图去了解我们喜欢或不喜欢什么。没有任何推荐，什么都没有。
倒完最后一杯酒后，她便径直走开了，把我们留在原地。没人告诉我们接下来该做什么。没人询问我们是否想购买任何东西。也没人解释该如何进行品酒环节或加入葡萄酒俱乐部。
而这个人就是负责葡萄酒俱乐部体验的人吗？
说实话，经历了这次互动后，我不禁要问：有谁会愿意在如此糟糕的客户服务下，还愿意报名参加季度品酒活动或加入葡萄酒俱乐部呢？
葡萄酒俱乐部可不只是提供葡萄酒那么简单。关键在于与顾客建立良好关系，让他们有理由再次光临。如果负责接待的人员让顾客感觉被冷落、不受欢迎，甚至觉得自己是个麻烦，那又怎么能指望他们每季度都来呢？
其实那天我们本来打算花钱的，计划购买三瓶酒。然而，因为那个人的缘故，我们对这家酒庄留下了截然不同的印象。
幸运的是，前台的那位男士表现得非常出色。当我告诉他我们只是想注销信用卡，并且对之前的服务极为不满时，他表现得非常热情且充满歉意。他甚至主动提出免费送我们一杯葡萄酒或一副太阳镜，以此作为对我们不愉快体验的补偿。
我们婉拒了，什么也没接受。
不过那位先生真正懂得什么是待客之道。他耐心倾听、诚恳道歉，还真心努力去弥补我们的不愉快经历。正因为他，这次经历才得以以相对积极的结局收场。我真心希望管理层能够认可他的专业素养。
非常不幸的是，一个身处面向客户的管理岗位上的人，竟能彻底破坏一家本应不错的酒庄给顾客带来的体验。
Muse Vineyards有潜力为顾客提供极佳的品酒与待客体验，不过这位葡萄酒俱乐部经理确实需要接受系统的待客服务培训。如果她要负责向客人介绍葡萄酒俱乐部，并鼓励他们定期来参加季度品酒活动，那她就应该成为让客人心驰神往、渴望再次光临的人——而不该成为让客人打消再来念头的罪魁祸首。
我原本是打算买三瓶酒，甚至可能加入葡萄酒俱乐部的。可离开时，我却开始怀疑自己是否还会再来。
这就说明了一切。
我们原本计划购买三瓶葡萄酒。起初，这次参观进行得相当顺利。前台的男士热情友好，还兴致勃勃地为我们介绍了葡萄酒俱乐部的经理。那一刻，一切都符合我对一家酒庄应有的待客之道。
可惜的是……这位葡萄酒俱乐部经理彻底毁掉了整个体验。
她问我们想要品尝哪些葡萄酒。当时有六瓶荣获奖项的葡萄酒就摆在我们面前，我们表示想尝试其中五瓶。而她的回应基本上是：“你们得先告诉我是哪几瓶，我才能倒酒给你们。”
说实话，我简直不敢相信。
你可是葡萄酒俱乐部经理啊，站在客人面前，面前还摆着六瓶获奖葡萄酒呢。而你却不知道那些酒都是什么酒？为什么非要让顾客来帮你辨认酒庄获得奖项的那些葡萄酒呢？
我参观过无数酒庄，还拥有八年餐厅管理方面的学识与经验。我深谙待客之道、顾客体验以及品酒服务。这绝不是一个小问题，简直是不可接受的。
最后我只好亲自走过去，自己辨认出了那五种葡萄酒。
在品酒过程中……她在介绍各种葡萄酒时，反复低头看着手中的笔记。几乎没有任何互动或热情可言。我试图与她攀谈，分享了自己对这些葡萄酒的印象，比如其中有几款酒对我来说口感相对清淡。而她的回应仅仅是：“哦，好的。”
仅此而已。
没有进一步的交流，没有讨论，也没有试图去了解我们喜欢或不喜欢什么。没有任何推荐，什么都没有。
倒完最后一杯酒后，她便径直走开了，把我们留在原地。没人告诉我们接下来该做什么。没人询问我们是否想购买任何东西。也没人解释该如何进行品酒环节或加入葡萄酒俱乐部。
而这个人就是负责葡萄酒俱乐部体验的人吗？
说实话，经历了这次互动后，我不禁要问：有谁会愿意在如此糟糕的客户服务下，还愿意报名参加季度品酒活动或加入葡萄酒俱乐部呢？
葡萄酒俱乐部可不只是提供葡萄酒那么简单。关键在于与顾客建立良好关系，让他们有理由再次光临。如果负责接待的人员让顾客感觉被冷落、不受欢迎，甚至觉得自己是个麻烦，那又怎么能指望他们每季度都来呢？
其实那天我们本来打算花钱的，计划购买三瓶酒。然而，因为那个人的缘故，我们对这家酒庄留下了截然不同的印象。
幸运的是，前台的那位男士表现得非常出色。当我告诉他我们只是想注销信用卡，并且对之前的服务极为不满时，他表现得非常热情且充满歉意。他甚至主动提出免费送我们一杯葡萄酒或一副太阳镜，以此作为对我们不愉快体验的补偿。
我们婉拒了，什么也没接受。
不过那位先生真正懂得什么是待客之道。他耐心倾听、诚恳道歉，还真心努力去弥补我们的不愉快经历。正因为他，这次经历才得以以相对积极的结局收场。我真心希望管理层能够认可他的专业素养。
非常不幸的是，一个身处面向客户的管理岗位上的人，竟能彻底破坏一家本应不错的酒庄给顾客带来的体验。
Muse Vineyards有潜力为顾客提供极佳的品酒与待客体验，不过这位葡萄酒俱乐部经理确实需要接受系统的待客服务培训。如果她要负责向客人介绍葡萄酒俱乐部，并鼓励他们定期来参加季度品酒活动，那她就应该成为让客人心驰神往、渴望再次光临的人——而不该成为让客人打消再来念头的罪魁祸首。
我原本是打算买三瓶酒，甚至可能加入葡萄酒俱乐部的。可离开时，我却开始怀疑自己是否还会再来。
这就说明了一切。
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