The Institute for Mindful Bartending                     presents The Mastery of ServicePresented by:Dushan Zaric   ...
http://www.slideshare.net/dzaric                               2
Dushan Zaric* 18 + years of Experience behind Bars* Co-Owner of Employees Only and Macao Trading CoNYC* Principal Bartende...
“ Service is a monologue-we decide how we wantto do things and set our own standards forservice. Hospitality, on the other...
What qualities do you look for in your bartender?                             5
"Bartending is an old and honorable trade.It is not a profession and I have nosympathy with those who try to make itanythi...
The Bartender            MIXOLOGIST      CONFIDENCE   SAGE                     ROCK STAR                                  ...
The Mixologist“Walking drink encyclopedia”
The Rock Star  “ Paaaartieeee!”
The Sage“Pay attention to the intention!”
The Bartender              STABILITY   CONTENTMENT CLARITY                    INTENSITY                                   ...
Contentment:–noun1. the state of being contented; satisfaction; ease of mind.2. Archaic . the act of making contentedly sa...
“It all depends on how welook at things, and not how they are in themselves” –      Carl Gustav Jung                      ...
Every impression wereceive is affecting us     subjectively!                          14
15
16
17
Remember - You never know  who is sitting in front of            you...                               18
3 Main Objectives for every Bartender            FILL ME!!!   First                     Second
Third and MOST Important!  Customers leave HAPPY
“Your most important job as a bartenderis to think about how you can make acocktail that the guest will think isgreat. Nev...
Step 1:Realizing the importance of proper Service attitude
Step 1:Realizing the importance of proper Service attitude
Step 2:Visualizing oneself as the perfect professional and example to                            others
Step 2:Visualizing oneself as the perfect professional and example to                            others
Step 3:Building the Working Character: Becoming the Vision                 Re-Identify !
Let’s do an exercise...                          27
Remember and describe a night within the last 6 months when you were in the “zone”, ina state of mindful bartending.1) Wha...
Reality of the  Situation
Me as I think I am       Me as I really am                     I    I   I   I   I   I   I   I   I   I                     ...
OR…
Y’all don’t know me!                  
Me as I think I am
Me as I really am…
Or… actually,it’s more like     this:
How do weconfirm this for  ourselves?
Usually it’s:     OBSERVATION                        OBJECTME    OBSERVING            or                      PHENOMENON
But, the Trick is:Self-Observation
OBJECT                                orME    OBSERVING SELF   &   PHENOMENON     AT THE SAME TIME !
Or,more simply…
Me, working…
Me, remembering to watch myself…
Me, beginning to witness, inviting            clarity…
Me, Witnessing (observing) Self, While             Working…
45
The Marble Exercise            Remember* Impermanence* Lineage                           46
Mechanics of“Attention”
Good night’s rest….Z    Z Z
… Charges our batteries ….
… and our Energy or “Force” flows easy,                 Providing nourishment.Our Attention is therefore free, not constric...
… In the Morning, I start my day…… the News sucks…I get “involved”,    “identified”, “excited”, . . .
Clog of negativity
Attention is capturedLife Force, Energy, ...
… Then a phone call from            work … “ the other Bartender is sick.Can you work a double today?”
… sure, I say yes. But inside I am nothappy…What about my plans? Did heHAVE to get sick today??? Poor me…         Blah, Bl...
More clogs of negativity
Traffic sucks too…The President is in town. I am going to be late for work…
More and more clogs of negativity
… Finally, at work instead of                                OR…
… I feel like…
… I am shoveling coal all night…
…and then Ilook for remedy  in the wrong     place…
… and very soon, it’s the usual terror of the situation!
And at the end of the night…
Sad…
Can I change this?
Yes!Easy…
… In the Morning, I start my day……I enjoy my coffee and juice. I focus on the positive. I don’t letmy self get captured. T...
… Then a phone call      from work …“ the other Bartender is  sick. Can you work a     double today?”
Sure. I’ll be there. “Oh Well…Poor Steve with a flu. Toobad I need to cancel my plans for the night. But Steve is      in t...
Traffic is jammed…The President is in town. It seems that I’ll be late forwork, there isn’t much I can do about it…I better...
… Finally, at work,                      I Rock…
… and Roll…
I am not emotionally identified, and hence not prone to                       drama…
I am observing myself    in Real-Time.Mindfulness arises as a    consequence. Taking the sufferingand imagination away.
My Attention is free and     I focus it outwardly on       Service         and inwardly onClarity, Stability & Intensity! ...
And so…by the End of the Night…                                  … And
… my battery is Full !
Best Practices:* Get enough sleep every night - especiallybefore a shift* Have regular physical exercise* Cultivate quieti...
How will thisaffect me in  reality?
1) My life in general will get better for  I will be more aware of myself and             other people.
2) My hospitality and service will     enhance naturally as aconsequence of my understanding.
1200 sq. ft., open 70 hours/week. Full restaurant 2008:  139,443 cocktails sold + 97,098 highballs &  straight liquor.Tota...
3) The quality of my cocktails willincrease since I will be aware of myself       when I am making them!
Really?
Really!
Let’s do anexperiment    …
Negroni1 1/4 ounces (37 ml) Plymouth Gin1 1/4 ounces (37 ml) Campari1 1/4 ounces (37 ml) Sweet (Italian)vermouth1 orange t...
How and Why isthis happening?
Distilled Spirits contain between          50-60% Water
Fresh squeezed Juices,Syrups, Tonics & Cordials between 70-85% Water
Plus dilution from a healthy   shake or a proper stir
Means that a cocktail is almost 80% water!
Can my mood, the quality of my innerstate, my mindfulness, influence the water               molecules?                  H2O
Masaru Emoto claims    that it can.
“Gratitude”
“Love”
“Compassion”
“Peace”
“Anger”
“Hate”   Thoughts of           murder
“Of course it matters in what kind of mood I am     when I enter the    distillery”. – Miles     Karakasevic, 12  thgenera...
Remember Grandma’s cooking?
With her cooking she wantedto please you. Your happiness      was her only goal.
That’s why it tasted so good.It was loaded with a special        ingredient…
… [Fill in the Blank] …
CONCLUSION
WHETHER YOU JIGGER OR FREE POUR…LEARN TO POUR A PART OF  YOURSELF INTO YOUR      COCKTAILS.
Otherwise, a machine could make farbetter drinks then us…and we’ll never          admit that, will we?
dushanzaric@gmail.com                    121
Moscow   mastery of service
Moscow   mastery of service
Moscow   mastery of service
Moscow   mastery of service
Moscow   mastery of service
Moscow   mastery of service
Moscow   mastery of service
Moscow   mastery of service
Moscow   mastery of service
Moscow   mastery of service
Moscow   mastery of service
Moscow   mastery of service
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  • Moscow mastery of service

    1. 1. 
 The Institute for Mindful Bartending presents The Mastery of ServicePresented by:Dushan Zaric 1
    2. 2. http://www.slideshare.net/dzaric 2
    3. 3. Dushan Zaric* 18 + years of Experience behind Bars* Co-Owner of Employees Only and Macao Trading CoNYC* Principal Bartender* Consultant* Author* Trainer* Thinker* Trend setter* Magiciandushanzaric@gmail.com 3
    4. 4. “ Service is a monologue-we decide how we wantto do things and set our own standards forservice. Hospitality, on the other hand is adialogue. To be on a guest’s side requires listeningto that person with every sense, and following upwith a thoughtful, gracious, appropriate response.It takes both great service and great hospitality torise to the top.” Danny Meyer – Setting the Table 4
    5. 5. What qualities do you look for in your bartender? 5
    6. 6. "Bartending is an old and honorable trade.It is not a profession and I have nosympathy with those who try to make itanything but what it was. The idea ofcalling a bartender a professor or amixologist is nonsense. ... ” Patrick Gavin Duffy, 1933 6
    7. 7. The Bartender MIXOLOGIST CONFIDENCE SAGE ROCK STAR 7 A Balanced union of three equally developed parts
    8. 8. The Mixologist“Walking drink encyclopedia”
    9. 9. The Rock Star “ Paaaartieeee!”
    10. 10. The Sage“Pay attention to the intention!”
    11. 11. The Bartender STABILITY CONTENTMENT CLARITY INTENSITY 11 7 A Balanced union of three equally developed parts
    12. 12. Contentment:–noun1. the state of being contented; satisfaction; ease of mind.2. Archaic . the act of making contentedly satisfied.— adj1. mentally or emotionally satisfied with things as they are2. assenting to or willing to accept circumstances, a proposedcourse of action, etc 12
    13. 13. “It all depends on how welook at things, and not how they are in themselves” – Carl Gustav Jung 13
    14. 14. Every impression wereceive is affecting us subjectively! 14
    15. 15. 15
    16. 16. 16
    17. 17. 17
    18. 18. Remember - You never know who is sitting in front of you... 18
    19. 19. 3 Main Objectives for every Bartender FILL ME!!! First Second
    20. 20. Third and MOST Important! Customers leave HAPPY
    21. 21. “Your most important job as a bartenderis to think about how you can make acocktail that the guest will think isgreat. Never forget this. This isfundamental if you want to master theway of the cocktail”. - Master KazuoUyeda, Cocktail Techniques 21
    22. 22. Step 1:Realizing the importance of proper Service attitude
    23. 23. Step 1:Realizing the importance of proper Service attitude
    24. 24. Step 2:Visualizing oneself as the perfect professional and example to others
    25. 25. Step 2:Visualizing oneself as the perfect professional and example to others
    26. 26. Step 3:Building the Working Character: Becoming the Vision Re-Identify !
    27. 27. Let’s do an exercise... 27
    28. 28. Remember and describe a night within the last 6 months when you were in the “zone”, ina state of mindful bartending.1) What were your thoughts of?2) How did you feel emotionally and what sensations were present?3) How did you feel physically and how did your body move throughout the night? 28
    29. 29. Reality of the Situation
    30. 30. Me as I think I am Me as I really am I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I I
    31. 31. OR…
    32. 32. Y’all don’t know me! 
Me as I think I am
    33. 33. Me as I really am…
    34. 34. Or… actually,it’s more like this:
    35. 35. How do weconfirm this for ourselves?
    36. 36. Usually it’s: OBSERVATION OBJECTME OBSERVING or PHENOMENON
    37. 37. But, the Trick is:Self-Observation
    38. 38. OBJECT orME OBSERVING SELF & PHENOMENON AT THE SAME TIME !
    39. 39. Or,more simply…
    40. 40. Me, working…
    41. 41. Me, remembering to watch myself…
    42. 42. Me, beginning to witness, inviting clarity…
    43. 43. Me, Witnessing (observing) Self, While Working…
    44. 44. 45
    45. 45. The Marble Exercise Remember* Impermanence* Lineage 46
    46. 46. Mechanics of“Attention”
    47. 47. Good night’s rest….Z Z Z
    48. 48. … Charges our batteries ….
    49. 49. … and our Energy or “Force” flows easy, Providing nourishment.Our Attention is therefore free, not constricted and easily directed.
    50. 50. … In the Morning, I start my day…… the News sucks…I get “involved”, “identified”, “excited”, . . .
    51. 51. Clog of negativity
    52. 52. Attention is capturedLife Force, Energy, ...
    53. 53. … Then a phone call from work … “ the other Bartender is sick.Can you work a double today?”
    54. 54. … sure, I say yes. But inside I am nothappy…What about my plans? Did heHAVE to get sick today??? Poor me… Blah, Blah, Blah…
    55. 55. More clogs of negativity
    56. 56. Traffic sucks too…The President is in town. I am going to be late for work…
    57. 57. More and more clogs of negativity
    58. 58. … Finally, at work instead of OR…
    59. 59. … I feel like…
    60. 60. … I am shoveling coal all night…
    61. 61. …and then Ilook for remedy in the wrong place…
    62. 62. … and very soon, it’s the usual terror of the situation!
    63. 63. And at the end of the night…
    64. 64. Sad…
    65. 65. Can I change this?
    66. 66. Yes!Easy…
    67. 67. … In the Morning, I start my day……I enjoy my coffee and juice. I focus on the positive. I don’t letmy self get captured. The News is always the same…it is alwaysbad…that is what they are selling.
    68. 68. … Then a phone call from work …“ the other Bartender is sick. Can you work a double today?”
    69. 69. Sure. I’ll be there. “Oh Well…Poor Steve with a flu. Toobad I need to cancel my plans for the night. But Steve is in trouble and he needs me to help him out”.
    70. 70. Traffic is jammed…The President is in town. It seems that I’ll be late forwork, there isn’t much I can do about it…I better call and let them know.
    71. 71. … Finally, at work, I Rock…
    72. 72. … and Roll…
    73. 73. I am not emotionally identified, and hence not prone to drama…
    74. 74. I am observing myself in Real-Time.Mindfulness arises as a consequence. Taking the sufferingand imagination away.
    75. 75. My Attention is free and I focus it outwardly on Service and inwardly onClarity, Stability & Intensity! 86
    76. 76. And so…by the End of the Night… … And
    77. 77. … my battery is Full !
    78. 78. Best Practices:* Get enough sleep every night - especiallybefore a shift* Have regular physical exercise* Cultivate quieting down (meditating)before shift* During shift, in times of stress, return toyour breath 89
    79. 79. How will thisaffect me in reality?
    80. 80. 1) My life in general will get better for I will be more aware of myself and other people.
    81. 81. 2) My hospitality and service will enhance naturally as aconsequence of my understanding.
    82. 82. 1200 sq. ft., open 70 hours/week. Full restaurant 2008: 139,443 cocktails sold + 97,098 highballs & straight liquor.Total spirit revenues: $4, 620,000. 93
    83. 83. 3) The quality of my cocktails willincrease since I will be aware of myself when I am making them!
    84. 84. Really?
    85. 85. Really!
    86. 86. Let’s do anexperiment …
    87. 87. Negroni1 1/4 ounces (37 ml) Plymouth Gin1 1/4 ounces (37 ml) Campari1 1/4 ounces (37 ml) Sweet (Italian)vermouth1 orange twist, for garnishDirectionsPour all ingredients into a mixing glass.Add large cold ice and stir for 40revolutions. Strain into a chilled cocktailglass. Garnish with orange twist.
    88. 88. How and Why isthis happening?
    89. 89. Distilled Spirits contain between 50-60% Water
    90. 90. Fresh squeezed Juices,Syrups, Tonics & Cordials between 70-85% Water
    91. 91. Plus dilution from a healthy shake or a proper stir
    92. 92. Means that a cocktail is almost 80% water!
    93. 93. Can my mood, the quality of my innerstate, my mindfulness, influence the water molecules? H2O
    94. 94. Masaru Emoto claims that it can.
    95. 95. “Gratitude”
    96. 96. “Love”
    97. 97. “Compassion”
    98. 98. “Peace”
    99. 99. “Anger”
    100. 100. “Hate” Thoughts of murder
    101. 101. “Of course it matters in what kind of mood I am when I enter the distillery”. – Miles Karakasevic, 12 thgeneration Master Distiller, Domaine Charbay
    102. 102. Remember Grandma’s cooking?
    103. 103. With her cooking she wantedto please you. Your happiness was her only goal.
    104. 104. That’s why it tasted so good.It was loaded with a special ingredient…
    105. 105. … [Fill in the Blank] …
    106. 106. CONCLUSION
    107. 107. WHETHER YOU JIGGER OR FREE POUR…LEARN TO POUR A PART OF YOURSELF INTO YOUR COCKTAILS.
    108. 108. Otherwise, a machine could make farbetter drinks then us…and we’ll never admit that, will we?
    109. 109. dushanzaric@gmail.com 121

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