The Master Distiller's Book Club - Harry Johnson’s Bartenders’ Manual, Episode 3

Episode 3 sees the spotlight put firmly on the importance of good customer service. As Jared details, Harry’s entire book and every tip held within always relates back to the guest – the most important person in the room.  ​

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On page 40, we begin with ‘the treatment of patrons and behaviour toward them’, explaining how all guests must be treated equally regardless of income or social standing. If they behave themselves, says Harry, every person must be treated the same. In this section, we also discuss the ‘free lunch’ and the use of food to increase beverage sales, a technique still used today, particularly in Italy.  ​​

Page 45 explains the importance of knowing your guest and understanding how they enjoy their drinks ‘stiff, strong, or medium.’ In Harry’s words, ‘The greatest accomplishment of a bartender lies in his ability to exactly suit his customer.’ Further along, we look at the origins of the term ‘mixologist’, the first printed reference to a cocktail shaker, and Jared’s love for throwing drinks – a technique he implores us all to learn. ​