My name is Charlie "The Bar Surgeon" Oat I have been involved in the hospitality business full time since 1975. Currently I own and operate a hospitality training school with my wife Diane, perched proudly above the fully restored, 100 percent original Historic Wilson's Saloon and an awesome night club Chacers Bar & Grill. It's great to be able to work on cutting edge techniques for bar and restaurant success and then step back 130 years in time for a beer or cocktail.
I chose the handle "Bar Surgeon" because my sole pursuit in the last 16 years has been to understand "Why Bars Fail" and like a brain surgeon I am focused on the most minute details of this industry, in order to bring all of us, who have a passion for this industry, long term success.
Understanding the human brain is absolutely the key to the continued operation of a thriving patient(your newly opened establishment).
In the coming days, months and years, "Operations"; (troubleshooting and getting answers to all your questions), will be performed. Send me your "patient", and together we will enjoy success along with our passion for the hospitality industry.
That will be the "Hard Liquor" focus of "Bar Surgeon", but discussions and other quick "Neuro Blasts" are encouraged.
The following is a glimpse into the brain of this "Bar Surgeon".
A crowd goes to a newly opened bar because the crowd is “there” and they must be “there”.An individual goes to a bar because they want to be “there/their”The crowd moves from “here” to “there”. They are there in your bar, but soon gone.An individual stays “their”. It is "their" bar and they bring "their" friends.You have created a regular not a trend.This is the difference between where are we going tonight and “LET”S GO THERE”
“Let’s Go There!” is the result of an EX File(experience file) opening at the word drink; and the feeling of fun, happiness and comraderie associated with that word “Drinks” and your establishment.Picture yourself with a group of friends. Someone says,” Let’s grab a beer”!Or “where do you want to go tonight?” Almost instantly one member of the group says, “Let’s Go There!” They are animated, passionate, so excited, and persistent. Persistent to the point that you go “There” just to shut them up. Why? The bartenders at that establishment did a great job creating a regular.
On any given night, in every town, as people gather and plan to go out, all over town you hear the mental “CLICK“ and the echo of 100's of voices “Let’s Go There!” This is not simply "word of mouth" in action. This powerful immediate reaction to the the word "beer" or "drinks" is the result of the creation of an EX File that is filled with, laughter, happiness and energy, and capable of overcoming all other suggestions of where to go. Tuesday Night and all over town any group, thinking of going out, hears “Let’s Go There” and it is your bar Week after Week, Year after Year.
Some would call this "word of mouth" or reputation, I agree. But more importantly, it is about the How and the Whys that create reputation and make your establihment a destination and
not what we should do or not do to run a successful bar. Experts tell us what to do and what not to do, and the failure rate is still incredibly high because they neglect the mental process of creating a loyal customer; the creation of an experience file, the EX FILE and the “Why” factor. They are focused on how to attract customers, not why they disappear.Customers disappear over time; over the course of 6 months to a year, or over the course of a few hours. The cause and effect is universal.If the Seminars, Books, Videos and Lists for success, that tout how to run a successful bar or restaurant truly gave an operator the secret to success, WHY is the failure rate 60 plus percent over a 6 month period?Open to close in 6 months!!! From packed to the walls with the new bar syndrome, to closed in 6 months!!! Why do Bars Fail???From packed at 1030 pm to half empty by 1130 pm is also very common in the industry. The reason for this phenomenon is the same as open to closed in 6 months.The excuse for why a bar builds a crowd throughout the early evening only to see it fade quickly is “Barhopping”. People party and then move on to check out the action elsewhere. Of course this does happen, BUT that is not why your bar builds a crowd and fades. This is What people do not Why they do it and How it happens.
Let’s set the scene. The party is rockin, the music is fantastic, the bartenders and the drinks are awesome, the lighting and temperature are perfect. We are talking about a Great Party at your establishment; no errors !! Why would anyone leave a great party???But they do, all over town on any given night. One more time!!; the Party is Awesome, yet people leave.In both cases, new bar/ restaurant or Friday Night build and fade, the reason is the same.
For now, I'm off to the Saloon.