Everyone working at Surly Brewing Co. is happy. Literally EVERYONE. Every single time I’ve been, I’ve noticed this. So when the manager happened to sit down next to me at the bar on a recent visit, I had to ask why. She didn’t reply with anything out of the ordinary really. Just simply said they treat each other well. What a concept!
Let’s face it, even in the best of times the hospitality and service industries are tough. If you’ve never worked with the general public in a service capacity I can see how it might be difficult to understand this. But for anyone who has, they will know exactly what I am talking about.
I for one, started in the service industry when I was 12. That’s right, 12. I lied about my age because since I am one of 9 children, I knew I was not going to get any “extras” unless I made my own money. (I’ve lied about my age to get jobs more than once I will admit. But always to say I am older, not younger.) I had already been babysitting since I was 10, but that just wasn’t enough. So I went to work at Davis Brothers Cafeteria on International Drive in Orlando, Florida. Really, I don’t remember details about dealing with the customer but I do remember removing cherries from the individual cottage cheese servings, mixing the cottage cheese in a large bowl, scooping it back into little dishes, and replacing the discarded cherries with fresh ones. Ugh! That experience would be the beginning of a lifelong career in hospitality with Walt Disney World, luxury historic inns, the travel business, health food and high-end restaurants, wineries, caterers, and a variety of venues for special events including weddings.
So everywhere I go, every experience I have, I notice things. The level of service is always important to me and I notice the happier the employees are, the better the service. The experience I had at Surly this week was in stark contrast to a recent experience I had where it seems the employees, though incredibly hard-working professionals, just didn’t seem very happy. As a matter of fact, the atmostphere, created by “leadership” seemed to discourage any happy or joyful behavior. More an atmosphere of fear. Almost as though it was associated with not getting work done? Really I don’t know. I’m pretty baffled by that experience and came away from Surly thinking boy they could learn a thing or two from the leadership at Surly!
Surly has one of the best cheeseburgers I have ever had. But I’ve also had other things on the menu and they are all delicious! And they have one of the best and most unique carrot cakes I have ever had too. It’s pictured here. This incredibly fresh and moist cake is just $8. $8!!!!!!!!! Drop this yummy dessert onto any high-end restaurant’s menu and it will be easily $15 bucks. Absolutely delicious!! Everything is. My guess is, the chef is happy too! 
If you’re ever in Minneapolis, of all the restaurants I would recommend, Surly is in the top 3. And we haven’t even talked about their beer and cider! Just go. Here’s their website: https://surlybrewing.com
Oh, and they have live outdoor concerts with some pretty big names too!
Also published on Medium.
