2019 Q3 Spirited VA - 11

SPOTLIGHT ON SERVICE

DAWN EISCHEN

HANDCrafted.
award-winning.
UNCOMPROMISING.

Kate Angermeier, Manager, Store 337, Vinton

"a study of equal parts
elegance and power"
- F. Paul Pacult,
Spirits Expert

IRI

TS CHA

LL

FINALIST

GE

2018

96

SP

EN

Virginia ABC promotes the core business
values of accountability, service, integrity
and performance excellence. Give us an
example of how you promote those.
As an on-the-job trainer, I have the opportunity
to teach new management staff. Guiding them
through an error and how to fix it gives them
a better idea of the process behind the task
at hand.
-Annie Tobey

Tennessee straight
bourbon

POINTS

AM

What are your strategies for helping
customers find the perfect products?
Listen to what customers are looking for to
help find products that meet their needs.
Generally, customers come in with an idea
of what they want, whether it's as specific as
a single product or as general as "something
different." For that specific product, being

In what ways do you interact with customers
on the job?
We listen to our customers to help find the
products that fit their needs, whether it's an
individual who wants to make a martini or a
high-volume restaurant preparing to stock up
for a busy week. The ABC staff in Richmond
helps us make sure we have everything we
need, from products to technical support.

E

EXTRAORDINARY
ULTIMATE

N

What makes a quality Virginia ABC store?
An attitude that shows you are enjoying your
work. As a customer, I have been in situations
where a staff member is so friendly that I'll end
up asking more questions and leave with the
supplies, knowledge and confidence to tackle it.

How do you learn about the different spirits
and cocktails on Virginia ABC store shelves?
I listen to customers talk about what they
like about a product and what they don't
like. I listen when other employees share
their knowledge with our customers. I enjoy
hearing what a customer thinks about a new
product, a distillery tour they took on vacation,
or a bourbon tasting they participated in. I
talk to our liquor vendor representatives and
ask questions about their products.

O

What are your responsibilities at the store?
Each store manager's duties include creating
schedules, ordering products, maintaining
products on shelves and displays, and
providing excellent customer service. I'm
also responsible for training and teaching my
staff. Whatever the level of the employee, it's
important that they understand not only the
task but the thought and process behind it.

able to start a discussion about a mash bill
or flavor profile can help both the customer
and me to increase our product knowledge.

E

ate Angermeier began working for
Virginia ABC in July 2015 in Store 269,
at the Towers Shopping Center in Roanoke.
She started as a sales associate and credits
store manager Cheryl Holcomb with teaching
her the skills to advance. Angermeier landed
as manager at Store 337 in Vinton, where she
puts her commitment to Virginia ABC, the
customers and the staff to practice.

ULTIMAT

K

R I RECOMMENDATION R B
CAN BOU

SPIRITED VIRGINIA | JULY | AUGUST | SEPTEMBER 2019 11
https://www.heavensdoor.com/ https://www.heavensdoor.com/
2019 Q3 Spirited VA

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