Going the extra mile at North Berwick

What’s the worst service that you’ve ever received in a pub? Most beer fans can recall at least one example of heading out for a drink that ended up falling short of their expectations. Maybe the staff were surly, or refused to replace a beer that looked in poor condition – these kinds of things are becoming rarer, but do still occasionally happen. The most severe incident I can recall hearing about was a review (since removed) of a Scottish hotel bar on Trip Advisor. A tourist had entered, looking to have a drink, and was promptly attacked by the landlord, believing him to be somebody else.

As a way to discourage people from returning (unless it’s for the subsequent court date), this really can’t be improved upon. Events such as these – even if the vast majority aren’t as serious – stick in the mind, and are easier to remember than the occasions when we have received excellent customer service. So – what’s the best service you’ve ever received in a pub? The times when the staff have been helpful, patiently explaining an unfamiliar beer, or remaining friendly and approachable when the bar has been three-deep and frantic.

One instance firmly stands out for me, and it took place at the Nether Abbey Hotel in North Berwick. After a day’s golfing (yes, yes, I know) we headed off to the Nethers and ordered three pints of Hop Back Summer Lighting. The landlord/owner pulled them, handed them over and we went and sat down. As we did so, he kept staring at us. Even as our pints were settling, his gaze was very much upon our table. Had we offended him? Did he not appreciate smart-casual golf attire? After another minute, he gave up looking and came over.

“Sorry lads.” he said – “I don’t think those pints are right, are they? I’ll just change them for you.” With that, he whipped the beers away and scurried off, returning a few minutes later with three different pints of beer that had settled out properly. “I was wondering whether they were right or not, I could see something was up when they came out. Sorry to have made you take them away from the bar. Tell you what, next round’s on me.” An eagle-eyed barman taking beers back so you don’t have to? That’s service.