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I asked the barman for a pint of beer. He was deep in conversation with another customer and carried talking whilst pouring my drink. Unfortunately he was dispensing the wrong beer, but he was totally oblivious to my attempts to attract his attention. He banged my pint down causing a puddle of ale around the glass. "Two pound fifty mate" he mumbled.

Thing was, it was one of my pubs. I'd not met him before and he had no idea who I was. I have no idea where he's working now.

A new customer will form an opinion of a pub in the first few minutes of their visit. The welcome they receive is the first step in the serving process. Any conversations that may be taking place must cease so that the new customer can receive the full attention they deserve.

Their order should be acted on accurately with attention given to any special requirements - there are more than one style of beer glass, and it's not correct to assume which one they prefer.

I like my bar persons to visibly inspect each glass before filling it. Pouring draught beer correctly is not an art. It does however requires a little skill which is acquired through practice.

Cask conditioned ales need a bit more patience as the quality of the head is determined by the speed of pull on the pump. Generally it should be delivered by two pulls on the handle with a final flourish to ensure an attractive finish. Keg beers and lagers are pressurised and pour through fonts. Again the bar tender needs to pay attention to to the head, which should sit slightly above the rim of the glass.

Special care should be taken not to spill beer down the glass, and it should always be placed down on a clean bar towel or coaster.

It is inevitable that from time to time the bar tender will receive complaints. These should be treated with respect and NEVER questioned. If the customer is unhappy with their beer it should be replaced without argument, even if you suspect there is nothing wrong with it. The old adage 'the customer is always right' lives on.

Just recently I heard a barman in a pub near me say to a complainant, 'There's nothing wrong with the beer - there must be something wrong with you'. I have never gone back and I suspect the hapless victim of this tirade has not either!

Learn more about this author, Keith Hillman.
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