info@ Macro Template Responses for Customer Support

Own inbox and direct messages: Ecomm (Alyssa)
Threes-To-You order questions: Ecomm (Alyssa)
Threes Policy questions: Forward to Jared
Press: Cindy
Donation / Sponsorship requests: marketing@threesbrewing.com
Brewery Inquiries: Distro
Employment: Jared or relevant hiring manger
Public Events: Anna
Private Events: events@threesbrewing.com
Reservation Questions or Modifications: Location GM and/or events@threesbrewing.com if the party is over 10 people
Sales / Spam: just delete it

Customer service: checking info@threesbrewing.com

Owner: E-Commerce
Timing: At least once an hour. Customers should receive a response within an hour or two at the latest.
Problem Solved: Getting external communications to the right person at the company
Process:
Log into info@threesbrewing.com in gmail
Read each new message and either respond or forward it to the right person:
Private event / reservation requests: events@threesbrewing.com
Establishments who want to buy beer: distro@threesbrewing.com
Corporate delivery requests and any big retail orders: Ecomm, Distro
People who want to sell beer: Will
People who want to sell wine or alcohol: Anna
Music bookings: Zach
Public event requests (NOT music bookings): Anna, Cindy
Donation requests: Use Donation Request Template response
Press and other Public Relations inquiries: Josh/Cindy and leah@kindred-co.com
Partnership requests: Josh
Marketing and advertising: Josh/Cindy
Brewery-specific questions / sales pitches for equipment & ingredients: Matt
Job applications: GM inquiries to Anna, Brewery to Matt and Josh, bartender/server inquiries to Nicole and Zach. Random resumes to Josh and Jared.
Best to respond directly with: Thanks for reaching out and thinking of us. Make sure to check out our jobs page to see if there's anything of interest.
General questions about availability of beer, hours of operation, bar policies, ect., answer appropriately. If unclear, ask Anna or current managers
Other sales pitches: if unclear who the manager is share w Josh & Jared and they’ll route accordingly
Real Estate pitches: Josh, Jared, and Anna
Reservations: Zach, but please note points below in order to assist:
- - - Gowanus no longer accepts table reservations. We offer private event space(s) for groups, but given the pricing, they "often work best for groups of 25+"...
    - For a group less than 25, they are welcome to email us for more information about events, but please be clear that table reservations are off the table (pun intended), and walking in is their best bet, particularly for weekends.
    - In Greenpoint, we offer reservations through Resy for groups of up to 10 and up to 2 weeks in advance.
    - For groups larger than 10, we have both private and semi-private options available.
    - Questions about event pricing, capacities, availability, etc can always be referred to our private events webpage, events@ email, or you can offer our office line - 929.489.3763

- Note: for emails that get replied to from info@, please:
  - Edit the subject (consider things like “Threes<>Org” vs the standard “contact-form Submission [#72157571]”
  - Remove the text from the email forward (like below):

---------- Forwarded message ---------

From: POWr <no-reply@powr.io>

Date: Sun, Nov 10, 2019 at 7:37 AM

Subject: contact-form Submission [#72192039]

To: <info@threesbrewing.com>

When changing an order from Shipping to Delivery

Check delivery zone times and gtext or email the customer to confirm which day/time works for them.

Gtext ex:

Hello, this is Rob from Threes Brewing 👋 Your July Beer of the Month order is ready to be scheduled for delivery. We deliver to your area every Wednesday between 1-8pm, so let us know what day works best for you. Thanks again!

Subject: Threes Brewing Delivery for Order #[INSERT ORDER #]

Hey [X],

Thanks so much for your order. We'll be in your area [XXX between X-Xpm, XXX between X-Xpm]. Please let us know which day/time works for you. Our driver will text with an ETA when they're on their way.

Thanks again and enjoy the beer!

[Your name]

Where to get beer in states we don't ship to

Example:

Thanks so much for your order, but unfortunately we are not legally permitted to ship beer in XX State right now. I've gone ahead and cancelled your order and refunded your original payment method.

[add below if to a state we distribute to]:

That said, we do distribute to [STATE], and I looked up a few places that might be close by for you to grab a few beers from us:

[STORE NAME], [ADDRESS]

We recommend giving them a call ahead of time to ensure they have Threes in stock!

Use this sheet to know where we distribute our beer. DO NOT share the link.

If a customer asks to tip the Threes employee doing the tasting

Hey CUSTOMER, thanks for reaching out! We're so excited you enjoyed the tasting! We'll pass this note on to EMPLOYEE.

If you want to tip, you can do that here and checkout like any other product: https://shop.threesbrewing.com/products/tip

Just enter into the notes box in checkout that this is for the tasting you did with EMPLOYEE, and we'll make sure it gets to her!

Jared

Reaching out to Customers Regarding their order

If an order is incorrect or needs to be addressed for any reason, copy/paste the customer's email from the Shopify order page to a blank email in INFO@:
- SUBJECT: "Message about Order #12345 from Threes Brewing"
- BODY:

Hi [CUSTOMER NAME],

Thanks so much for your order. [Insert message about order]. Please let us know how you'd like to proceed and we look forward to getting your order to you soon!

Cheers, Threes

- Keep email unarchived until the matter is resolved, or star it so it stays in the sidebar.
- Example reasons to reach out:
  - PO Box for shipping
  - Zip Code outside delivery zone
  - Item Unavailable

Where to get our beer

- https://www.beermenus.com/search?q=threes+brewing
- You can also say that normally we’re in 200+ bars and restaurants but so much is closed nowadays it’s hard to say definitely. That said we’re in big markets including Whole Foods and smaller specialty stores such ABC beer.
- Hi! Thanks for asking! We can ship the beer to you, which might be easiest: https://shop.threesbrewing.com/collections/beer
- Or you can get it at lots of the big markets such as Whole Foods and Trader Joe's.
- If beer is out of stock, customer can sign up to get notified when it's coming back (ex: https://shop.threesbrewing.com/products/what-might-have-been-german-style-helles-4-pack?variant=31833242304574)

Beer storage temperature refrigeration

- Cans should always be refrigerated and are meant to be drank fresh. They are packaged cold, immediately put in a fridge and sent out cold and fresh. The beauty of direct delivery from your local brewery.
- Bottles on the other hand are packaged/conditioned with yeast, and are therefore an alive product and much more stable outside of the fridge. If kept warm they will continue to develop over time much like a wine. But like all wines they have their peak.
- Beer is perishable and we are mostly sending unfiltered hoppy beer. For the best flavor we should recommend refrigeration as if it was a piece of lettuce.

Gift Cards Location Based

Thanks for reaching out about purchasing a gift card. Our gift cards can be used online or in person at any location.

When purchasing a gift card, we recommend putting your email address during checkout so that you'll receive the gift card by email, which you can pass along to the recipient directly.

If you purchased a gift card for the online shop when the brewpub was closed, and didn't end up using all of its value by the time we reopened, we would be happy to transfer the balance to a card you can use at the brewpub in Gowanus.

Does that work for you? Thanks again for getting in touch and for the support!

Gifting Online Gift Cards

For someone wishing to email someone else an online gift card, there is only one field in which to enter an email address, not a separate email for purchaser and one for recipient. The purchaser can either enter their own info and receive the code to their own email, which they can then forward on to their desired recipient, or they can enter their recipient's info as the “contact email” at checkout and their recipient will receive the code directly from us. We recommend the former so the purchaser can include their own notes and salutations.

Mistake Examples

Option #1

Hey X, you're right that it's confusing. Sorry about that. This is a new business for us and we've been figuring it out as we go and tinkering with our delivery/shipping options. We're getting better every day and now have new website software that makes it harder for our customers to order the wrong thing.

We going to refund you for those crowlers because we don't have that many options available right now. But check back very soon because we have a lot more coming out.

Also, here's 10% off your next order as an apology: https://shop.threesbrewing.com/discount/SORRY!

Thanks for the support and for understanding.

Jared

Mistake Example #2

Insert more

Forgot to click add tip button / forgot to add tip

Option #1:

Hey Kieran, thanks so much for asking. We have noticed that some people add the tip but then don't click the "add tip" button (which you shouldn't have to do, we know, we're working on that). Would you like us to add a tip for you and send you a payment confirmation link?

Jared

Delivery Shipping Pickup Explanations

Option #1

We've been tinkering with our delivery/shipping options, so in an attempt to remove any confusion about our offering, here are the ways you can purchase all beer made by Threes Brewing as well as 'friends & heroes' that we feature in our online shop...

- Pickup: all web orders are eligible for no-touch pickup at our locations in Gowanus or Greenpoint. Please note that the person who ordered the beer must be present with their ID when they arrive at our facility.

- Shipping: order online and we'll mail you beer in most states.

- Delivery: We deliver to most of Brooklyn, Manhattan, Queens, Long Island, and Westchester. Check the delivery zone times in checkout to see if your neighborhood is eligible.

If you have feedback about the product or any ideas you'd like us to consider, please do share your thoughts by dropping a note (info at threesbrewing dot com).

Response to Comments on Shipping Fee

We know that shipping fees stink. But beer is heavy and costly to ship, and as a small business, we've had to adapt. We've kept the fee as low as possible while maintaining our commitment to safe packing as well as sourcing sustainable materials that help to ensure your beer arrives in cooler-ready condition.

The good news? The shipping fee applies to orders of any size, so go for it! If you're located in NYC, Westchester, or Long Island, you can take advantage of local delivery.

Vegan Beer

All our beer is vegan!

Sediment

It's true there’s an unusual amount of sediment in Eternal Return: Apricot. While this wasn't the intention, and we are adjusting our process to make sure this doesn't happen again, we released it anyway because it is an aesthetic flaw and imo not a flavor flaw.

The important thing to let people know about this is the sediment is actually pectin not yeast. And the pectin is coming from the whole local fruit we're using. For all of these beers we use whole local fruit instead of puree. All of our beers are unfiltered to maintain as much of the natural flavor of the raw ingredients and hand bottled which can yield exciting yet unpredictable results.

To date, we've made over a dozen whole fruit long aged beers and this is really the first one that's turned out like this which I believe is mostly due to the variability of each apricot harvest year to year.

Referral Codes Not Working

Response

Codes are generated automatically once the friend you referred purchases something from our online shop. An email with the subject "Your friend <NAME> sent you $10 off at Threes Brewing" should show up in your inbox. The email comes from our referral software from the sender support-shopify-referrals@talkable.com.

Please note that some sensitive promotion/spam folders may flag these notes so users should be encouraged to go there.

Notes

1. If they can't locate the code or it seems like a hassle, just share REFER for the same 10% coupon and we'll bypass the automated system.

2. We're going to be moving this program over to Loyalty Lion within 2 weeks, as soon as our loyalty program is ready to roll.

3. Ask Josh if you have other questions.

Forgot to use Discount Code

Response

Thank you for your order and for reaching out. Our system won’t allow us to add discount codes retroactively, but your code will still be good to use on future orders. Apologies for any inconvenience, we really appreciate your support.

Cheers,
Alyssa

Kegs Sixtels Draft Beer Requests from Customers

We do have kegs available for either pickup or delivery. You can check out our options and place your order here. If you need a party pump please also add that to your order following the instructions on the page.

Please note that if you would like to pick up a keg, they can only be picked up from our Brooklyn “Keg Pickup” location in Gowanus, which you’ll see during checkout, or our Huntington location on Long Island, so be sure to choose either of those during the checkout process.

Shipping Macros

*Given the extent of the situation feel free to offer a small discount on their next order.

Delayed in Transit

Thanks for reaching out and letting us know. Unfortunately, after UPS/FedEx picks up your package, it’s out of our hands. That being said, we’ll keep an eye on the tracking and make sure you get your beer! We’ll follow up as soon as we have an update.

Damaged - still in transit

Thanks for reaching out and letting us know. It looks like your package may have been damaged, but is still on its way to you. We’ll keep an eye on the tracking and make sure to be in touch when it arrives. We’d be happy to refund or replace any items that don’t make it!
Thanks for reaching out and letting us know. It looks like your package may have been damaged and is being returned to us. We’ll keep an eye on the tracking and make sure to be in touch when it arrives. We’ll provide tracking on your replacement ASAP.

Arrived Damaged

Thanks for reaching out and letting us know! We’re really sorry to hear that’s how you received your beer. Would you be able to provide a photo of how it arrived and outline for us what was damaged? Cans that are dented may be okay, give them a squeeze and if there's no give, they’re still good! If any are leaking or have any give, we'd be happy to refund you -- (and offer 10% discount on next order)

*case by case basis > replace and reship items.

Received wrong package/Items

We’re so sorry about the mix up. Unfortunately, we won’t be able to resend your order as some beers have gone out of stock. Please accept our apology and refund on your order.

We hope you enjoy trying a few new beers! Again, we apologize for the mix up. We appreciate your business and continued support.

*Refund the entire order unless they received some of the correct items.

No Shipping Method offered

We wished we shipped there too! Shipping beer to certain states can be a little tricky but if you're signed up for our newsletter we'll be sure to announce any updates on new states there. Please let us know if you have any other questions.

Not available to sign for Package?

We'll look at this on a case by case basis. We don't want to raise any red flags with FedEx or UPS.

All UPS Beer shipments MUST include a signature.
- If the customer is immunocompromised and asks to receive packages with out signing, make sure we have their ID on file and ship with FedEx without signature required.
Don't offer "no signature" shipments up front. If the customer brings it up and it's a FedEx state then make sure we receive ID upfront.

Location specific questions

Gowanus

Looking for Parking:
- You might be able to find a garage closer to the Barclays Center, note this will be a little bit of a walk. But if you would like to park closer to us you'll need to search for street parking. It might take a little bit, but it is possible to find street parking! People do tend to leave on the weekends so there should be a few more spots than on weekdays. We look forward to hosting you soon.

Public Tastings

Thanks so much for reaching out about a beer tasting! Right now we don't have any public tastings scheduled, but are making note of when customers request them, and hope to have a few dates to offer up in the coming months. If you're interested in something sooner, we offer private tastings for groups of 10+. You can learn more about them here or contact our events team at events@threesbrewing.com for more info.

Beer Shelf Life

First, check the canning date that should be on the bottom of each can. Then, check out some guidelines that will help you determine shelf life:

Styles that should be consumed young — best before 90 days old:

IPA

Pale ale

DIPA

Saison

Hoppy Lagers

Other beers that emphasize fresh hop flavor

Styles that can hang out a bit longer — best before 180 days old:

Pale Lager

Fruited Sour beer

Kolsch

Witbier

Porter

Other beers that are not high in alcohol but don't emphasize fresh hop flavor

Styles that can age for up to a year:

Stout

Mixed Culture/Sour pale ale

Strong Belgian Beers like Tripel, etc.

Styles that benefit from age:

Barleywine

Barrel-Aged Strong Ales

Lambic

Other Styles that are over 9% alcohol and/or are high in acid

Keg info

Order link for pickup and delivery here

For retail customers, we offer kegs in sixtels (⅙ bbl). If a customer calls or emails about ordering a keg, first direct them to the store link where they can see the current stock and order directly for pickup or delivery.

A sixtel is ~40x 16 oz pints.

If a customer is interested in ½ bbl kegs, have them email info@ with their request. We are able to order Vliet, Logical, and select other styles. These currently sell for $375 + tax. Free delivery.

How much should I order for a party or large group?

Plan for approximately 1x-1.5x beer per guest if other beverage options are offered. For 100 guests and a full bar offering, suggest ~5-7 cases of beer.

For events just with beer, suggest about 3 beers per person. So, for an event with 20 people, suggest about 60 beers, or around 6-7 cases.

All questions about recommendations can be directed to the events team.

E-Commerce phone

347-343-2010

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