I am writing this blog to basically let anyone who runs or is associated with a brewery know the wrong way to do things.  Flying Dog is an example of a brewery with terrible customer service, poor staff, and sets a terrible example for everyone in the brewing community.

This story starts about 2 or 3 years ago when Flying Dog started doing tours at its facility in Frederick, Maryland. For those who don’t know, I am a Maryland native and travel back up to the DC area about once a year.  Flying Dog started doing tours about the time that I started doing this blog and I was familiar with their beers so thought I would visit.

At that time, Flying Dog took reservations for tours through the website. I tried on at least 2 trips to make a reservation (sometimes months in advance) through the website and there were never, supposedly, any open spots. Of course, I find that very hard to believe. The first time I let it go and visited several other local breweries with better hours and better locations. On the second time I tried to schedule a tour, I wrote not once but twice to the brewery explaining my situation and asking if I could get in on a tour.  Of course, I never got any response even though by this time I was a journalist and had been writing this blog for over a year.

This time, I checked the website for tour information and was told there was no longer a reservation needed but that tours were offered several times Thursdays, Fridays, and Saturdays. The website did say that tours fill up quickly on Saturdays so I got there over 2 hours early for a tour expecting to be able to get in on at least one. No– I was told that although the first tour didn’t even start until 2 pm that I should have been there by 11 am in line in 30 degree weather to get a tour by 4 pm. I am sorry but if this is the case, then you have a serious problem with the number of people on tours, the number of tours, and moving people efficiently through a tour.

After discussing my situation with the staff member at the counter, including the numerous times that I have tried to visit, the fact that I am a journalist, etc. I was still denied a tour and told I can by a growler but not even attend a tasting as they don’t have a liquor license. I explained that a growler would do no me no good as I live in the only state where half gallon growlers were illegal. The staff member then tried to tell me that it was a 64 ounce growler not a half gallon. I believe elementary school failed her somewhere along the way.

She then sent us down the road to a place called A.K.A. Frisco’s where we were told we could try their beers. Well we could– in a bottle.  In other words, this place didn’t have the ability the let us sample either.  We walked out–thinking “wow what kind of incestuous relationship is this where an employee of a brewery sends us to another place to try their beer and we still can’t do this… what kind of kickback is she or the brewery getting.”

Now I also have a lovely impression of the staff at the establishment. I also was left very confused as to why a brewery that had been doing tours for years was still not able to get a liquor license. Although I was given a very lame explanation, I can only guess they are not trying very hard.

Anyway, this leads me to think of all the breweries I have been to and similar situations that have occurred at these locations and how they were remedied to everyone’s satisfaction leaving customers with a good feeling.  One in particular comes to mind at Shipyard Brewing in Portland, Maine. The situation was similar as there were tons of people and too few spots on tours.  Shipyard employees introduced tours on the 15 minutes and cut back the numbers of samples given to each tour (I think it was 5 per person instead of 6) to accommodate less time. No one was denied a tour or the ability to at least try some of the beers. Everyone left happy.  Customers were buying t-shirts and other momentos and no one seemed to complain.

In that example, Shipyard made money from each tour person, left customers willing to continue to buy their beer, and sold additional items to happy customers who wanted to remember their experience. At Flying Dog, I and others left with a bad taste in our mouths and I didn’t see anyone buy a t-shirt. I personally know that the continued lack of customer service and bad experiences with this brewery will mean that I will never partake again of any of their products. Their beer is average and there are a lot of average breweries in the country who respect and love their customers.