By, Gary Malicki
In Business for 22 Years is no accident…It’s all about customer service & more.
I’m back on the front porch enjoying the full blast of the intense greenery of EVL. The weather has finally produced the perfect conditions for yard sales, surprise performances at the gazebo, bike rides and village walks.
A recent stroll of mine took me in the direction of E-Ville Spirits, Liquors & Wines where their motto is, “Enter as Strangers, Leave as Friends as stated on the wooden sign attached to their building right at the entrance.
There’s a sincere emphasis on customer care as I can personally attest to. Back in December I stopped in to purchase a bottle of wine as a gift for our neighbors. Brandon, the knowledgeable young man who pointed me in the right direction was super helpful. I told him that I would be returning in the future to purchase the ingredients to create the perfect Manhattan (my personal favorite). Without skipping a beat, I was struck by his suggestion about a pre-mixed product that he was confident would be all I need without having to grab all the ingredients. I was on a medication at the time, which precluded me from making the purchase there and then, but told him I’d be back. It was a sincere recommendation as he was genuinely excited to share his familiarity with the product. I was impressed and I remembered him.
Who doesn’t enjoy a good libation every now and then? When I dropped in recently, I met with the store manager, Tanya Whitwood who, among other duties, navigates her way through about a hundred members of their bourbon club. She emphasized the fact that every single product is taste-tested by the staff personally to help ensure their product information is as accurate as possible.
Tanya talked about the importance of educating the customer. They even invite distilleries to help them get a well-rounded view of what they sell. They’re also experts in recommending a particular wine by request. Whether it’s a white, like a Chardonnay or a Pino Grigio, or a red as a select Pino Noir, they’re happy to make the wine match the taste of a meal or even a bar-b-que!
Tanya was personally proud of her penchant for researching the regions where particular types of grapes are grown which helps her with her suggestions. Not only is it important for their staff to be educated but it’s important for the consumer as well.
This wonderful and successful business also features monthly wine classes, hosted by owner, Shannon Carscallen who has literally traveled the world for tips on which wines to purchase and endorse.
The large inventory in this unique store at 10 Monroe Street in Ellicottville is tastefully arranged in a building that once served as a garage attached to a home.
Tanya is proud to say that this is now the third generation of this wonderful family business and has stood the test of time for twenty-two years.
Their secret, I believe, is the intense focus on customer service that comes naturally to their employees. Cheers to E-Ville Spirits, Liquors & Wines! And, thank you, Tanya for making me feel like I really did enter as a stranger but left as a friend.