The Results
Three businesses. Three starting points. One outcome.
Strong product, real community, and a guest experience that hadn't yet caught up with everything else they'd built. The work in each case was the same. Help the operator see clearly through the lens of experience, value, and loyalty. Identify the moves that create real momentum. Then do the work alongside them.
Case Study 01
Avery Brewing Co. · Boulder, CO
The Situation
Building a hospitality culture from the ground up at a high-volume taproom. The core challenge: high volume didn't have to mean anonymous guests.
The Approach
Designed a guest comment card system built for response, not just collection. Team members personally wrote thank-you cards to guests who mentioned them by name. Every card was an opportunity to make a guest feel seen — not as a transaction, but as a person worth remembering. Return incentives were tailored to the individual, because recognition that feels generic isn't recognition at all. Volume turned into intimacy. At scale.
The Result
Avery Brewing became the #1 rated restaurant in Boulder.
Case Study 02
The Boat Tow · Aspen, CO
The Situation
Launching in one of the most competitive hospitality markets in the country. Aspen is seasonal, transient, and competitive. Locals are the lifeblood of any independent restaurant, and they're harder to earn.
The Approach
Implemented the comment card and address-capture system immediately, because a guest who shares their address is telling you something. They want to be remembered. By the end of the first full summer season, 500+ individual addresses had been collected within the Roaring Fork Valley. During stick season, I personally wrote to every one of those guests. Not a mass mailer. A personal letter, by hand, extending an invitation to come back and experience what we'd built for winter. The belief behind it was simple: a guest who has already chosen you once just needs to know you remember them.
The Result
Strong local repeat-guest foundation established before the first full season. Neighborhood favorite within year one.
Case Study 03
Lawson's Finest Liquids · Waitsfield, VT
The Situation
An existing loyalty program with real potential that hadn't been fully activated. The infrastructure was in place. The guests were there. What was missing was consistent leadership attention, intentional promotion, and a culture of enrollment.
The Approach
Brought visibility and energy to the loyalty program across the team, making it a natural part of every guest interaction rather than an afterthought. The shift wasn't structural — it was cultural. When the team understands why loyalty matters, enrollment stops feeling like a task and starts feeling like hospitality. Built out a broader program around that foundation: weekday traffic initiatives, local engagement strategies, and a clear framework for the guest experience at every touchpoint.
The Result
All year-over-year. All in a single quarter.
This is what the work produces.
Three different businesses. Three different markets. The same framework applied with intention — and results that speak for themselves.
If you're ready to find out what's possible in your business, the conversation starts with a Craft Hospitality Tune-Up™.
Start with the Tune-Up — $800