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Why Dogfish Head Still Rocks

Yesterday was a very exciting day for me.  It was the day that my cousin, Steve, and I head to Delaware to visit Dogfish Head’s brewery and their brewpub.

Unfortunately after our tour of the brewery I was a bit disappointed.  The tour was probably only 15 – 20 minutes for starters.  Then the only facilities of the brewery we were shown was the brewhouse and the fermenters.  The tour then headed back into the tasting room/gift shop where we each got 4 free samples (My Antonia, Raison D’etre, Black & Blue, Palo Santo Marron).  Of course free samples are always cool.  And the cool stuff in the shop was fun to browse through.  I even bought a nice t shirt that is made from majority bamboo.

But for a brewery the size of Dogfish Head I expected more.  From previous tours I’ve been on at bigger breweries the tours typically lasted longer and more areas were shown.  But that is not to say that the areas we did see weren’t impress.  Dogfish Head has put a lot of love into their brewery.  It’s beautiful.

We then headed a few minutes away to the flagship brewpub, Dogfish Head Brewing & Eats, in Rehobeth Beach.  To say this place was awesome would be an understatement.  But I will get into that in a future review just of the pub.

So we headed back to Pennsylvania and when I got back I made a tweet about my disappointment in the tour but my pleasure in the pub.  What happened next is something that I always like seeing in craft breweries, especially from the bigger ones.

The picture is pretty self explanatory.  It shows how much Dogfish Head really cares about their customers that they would take the time to find out why one person was slightly disappointed.  They probably didn’t have to but they did.  Then they offer an explanation.

My disappointment in the tour didn’t change my opinion on the brewery.  I will continue drinking their beers.  And like I said I bought a t shirt still.  Someone that has had their opinion changed in a negative way isn’t going to do that.

But what did happen is that Dogfish Head’s replies to me have made me think even higher of them.  This is what customer service is all about.  Keep up the great work Dogfish Head!

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  • Reply Vanessa

    Yeah, unfortunately we had the same thing with the tour in October because of the new brite tanks going in…however, I guess I’ve got to be thankful that expansion means more beer!

    And the pub…OMG. Best. Pub. Ever!

    April 16, 2011 at 10:52 am
  • Reply dale

    I love the fact that they responded to your tweet, and they had an explanation, not an excuse. Another reason to support craft brewers in general and DFH in particular.

    Making the trip to Delaware is on my list of things to do.


    April 18, 2011 at 11:01 am
  • Reply Beer Brew Erika

    Thanks for this post. Dogfish is an absolute favorite of mine. Unfortunately, I haven’t been able to visit the brewery nor the pub. But that is an excellent example of Customer Service, as you mentioned.

    April 24, 2011 at 7:28 pm
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