35 Systemise routines – personalise exceptions

How long does it take to make a Mojito? The bar crew at the Blue Marlin Beach Club in Ibiza make them in less than 30 seconds – further up the beach it takes four minutes. At €14 each, which bar would you like to own?

I spent a very pleasant afternoon in August researching this chapter, observing how the bar crews worked, coped with exceptions, wowed their customers and made a tidy profit too.

Now flip it and think about it from the customer’s point of view. August in Ibiza is a busy time, bars like the Blue Marlin Beach Club can attract well over 1,000 people. That’s a lot of hungry, thirsty people who want to get their drinks and head back ...

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