The Case
The southernmost province of the Netherlands boasts a rich beer culture, home to several distinguished smaller breweries.
TDAC was engaged by one such establishment: a family-owned brewery and the producer of Alfa beer. This brewery is a popular destination, attracting many visitors annually for a guided tour of its facilities. Our mandate was to:
- Review the existing tour experience.
- Develop upgrade plans and recommendations.
- Train the brewery’s tour guides.
The Approach
Our strategy focused on gaining a comprehensive, 360-degree understanding of the tour’s current status and future potential:
- Guest Immersion: We began by experiencing the tour firsthand as normal guests. This provided us with a crucial, unbiased impression of the current experience.
- Guide Collaboration: Following the tour, we held a dedicated brainstorm session with the tour guides. Leveraging their first-hand interactions with guests, they offered invaluable insights into what visitors truly enjoy and pinpointed areas ripe for improvement.
- Management Alignment: We then conducted a session with the brewery’s management to fully understand their overarching mission and specific objectives for the tour experience.
- Actionable Plan & Training: Based on all gathered information, we developed a comprehensive document detailing improvement ideas for the tour. This was followed by implementing our unique TDAC 9+ hospitality training for the tour guides, ensuring they could deliver the elevated experience.