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How We Serve at Samovar

serve

I think it’s fair to say that the number one survival skill in the professional world is sales. You can have the best product in the world, but if no one buys it, it doesn’t matter.

At Samovar we focus on sales by actually NOT focusing on sales. All day long we’re bombarded again and again by ads: online, in the news, in the movie theater, everywhere. We’re trained to be on the defensive and revolt against anyone who tries to push something on us.

Instead of a sales pitch, what Samovar offers is connection. Genuine connection. This makes hiring and training hard; it’s challenging to find team members who truly care about connecting with total strangers. But it’s worth the effort, and customers often comment on the friendly, supportive service we provide.

And service is the best way to sell. No, we’re not a non-profit, and we can’t carry out our mission if we’re not profitable. But our focus is on understanding what our customers really need. We’re not here just to feed people and keep them hydrated. We’re here to give guests what they truly crave: a respite from the rigors of life. The opportunity to unplug, slow down, and connect with themselves, and with others.

If we compete just by selling lots of tea, we’re up against giants like Tazo Tea and Lipton. But if we compete by solving the true needs of each guest, we are wholly unique.

The typical restaurant has employees that are essentially “order takers.” It’s scary because if all you’re doing is literally “taking orders,” I’d say that your job isn’t very secure. There’s probably an app coming out for restaurants that will do just that.

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