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Saturday
Oct122013

E-Confrontation

"Most people who go to the opera hope there's no one in their seat, that there's no problems. If I go to the opera I HOPE someone's in my seat." - Cedric the Entertainer

We all know that person who's always upset about the current situation. Hell, I've been that person before. The one who sits you down for a ten minute, one-sided conversation about how everyone on the road is an idiot, about how they were in a hurry and some jackass cut them off, and how if everyone would just follow the rules the world would be a better place. What's funny, however, is that these are usually the same people who have to put up with ungrateful servers when they go out to eat. And obnoxious customer service at the department store. And that guy who took their ticket at the movie theater, what a jerk! What terrible luck these people have! Always stuck in traffic and dealing with the worst people in the world. Everyone's out to get them. Everyone else is always in the way, always treating them rudely, and never doing what they should be doing. But then you start to notice a pattern. These people tend to attract confrontation. Could it be that they're possibly confrontational? I mean, no one can be that unlucky, right?

Some people are simply looking for a fight. When you work in the customer service industry you have to recognize this and walk away when you see it because confrontational people seek out interaction. Who's gonna get it today? Who's going to dare argue with me? The more you try and reason with them, the more they'll simply look for weakness. The reason we have to listen to a ten-minute diatribe about the morning commute is because there was no one with them in the car when it happened. They need a target and an audience at all times: someone to unleash their anger upon, and then someone to sympathize with them about why they did it. A lesson needs to be learned and they're the ones who are going to teach us. When we get it wrong, they're here to tell us why. When we're being impolite, they're here to put us in our place. And if you're a blogger, or someone who other people actually listen to, then you're the enemy because why should anyone listen to you when they could be listening to them?

I communicate with a fair amount of other bloggers regularly, not just those who write about spirits, and it seems that everyone has their own experience with these people, be it in the form of a nasty comment or a critical email. As one friend told me recently: "We live in an age where information is more widely available than ever before and that information empowers people. It makes them dangerous."  I laughed out loud when he said that because it's so true. The majority of confrontational emails I receive are usually aimed at correcting something I've written about, regardless of whether I was actually wrong or right. As someone who puts themself out there on a blog, you have to be ready for this type of interaction, but you don't necessarily have to give these people the forum they so desperately desire. The people that are generally the most upset that I don't allow comments on the blog are almost always the ones who want to tell me off, to teach me a lesson, and punk me out in front of my readers. The ones who actually want to add something constructive to the conversation will generally just send me an email because it's not about winning.

And that's what most confrontational people are looking for: victory. They were right, we were wrong. Just admit it.

Of course, if you just walk away and say nothing, you're always better off. Confrontational people usually interpret silence as acknowledgement that you don't have an answer for their assertion. You've got no comeback. Admit defeat. When in reality, we're thinking about what we're going to eat for dinner later and which whisky we're going to drink afterwards.

Oh...I'm sorry, were you saying something?

-David Driscoll

Friday
Oct112013

How the Government Shutdown is Fucking Us

If you thought the federal government shutdown wasn't affecting you in any negative way because your child doesn't attend a Head Start pre-school and you're not dependent on any form of social service, think again. If you're someone who enjoys new and exciting booze, someone who pre-ordered one of our new Faultline bottles, or someone who looks forward to a new Ardbeg release each season, then you can forget about anything new coming down the pipeline until the federal government decides to reopen.

Without the federal government and the TTB, no new alcohol labels can be approved for the American market place, which means no new products can arrive.

You see, in order for a bottle of liquor to be sold in the United States, the label must first be authorized by the Alcohol & Tobacco Tax and Trade Bureau. The wording has to be correct, the percentage of alcohol listed, and various other requirements have to be checked off before you can bring your liquor to town. You don't have to re-approve a label that's already been cleared, so the government shutdown won't impact your getting a bottle of Stagg or Pappy Van Winkle (general pandemonium will prevent you from that), but it will affect anything new from arriving later on this December and into the new year. Any new whisky that's been in the works will have to wait in label limbo until our elected representatives can figure out how to get along again.

How has the government shutdown affected K&L? It's totally fucked us. We are currently filling a container in Scotland with the new Faultline selections we've been pre-selling, along with the three casks from Bladnoch we had bottled recently, however, we still need more booze to justify paying for the transport. We had that space allocated for the Sovereign malts we committed to, but guess what? We didn't get label approval for the Sovereign whiskies before the shutdown occurred. We were in the queue, but the "Out to Lunch" sign went up before we made it through. Now, with each passing day that goes by, a logjam of label approvals is building, making it likely that any pending approvals will be delayed long into the holiday season, which of course is when the government takes its holiday.

What does this mean? It could mean a lot of things. Our plans are in total disarray at the moment and I'm sure we're not alone. If Glenmorangie plans on bringing out a new expression in early 2014, they won't be doing so unless their label was approved long in advance. If Ardbeg wants to release a new committee bottling in the Spring, they might have to start changing their plans. If the 750ml bottle size wasn't enough to deter foreign whisky companies from bringing us their products already, our gutless government might be the final nail in the coffin. In our case, the goal of bringing you some older Islay casks this holiday season has been completely abandoned. Any ideas we have for new Faultline selections, new casks, or exciting products are on hold for now. We can secure the booze, design the label, and commit to quantities, but it's not going anywhere until Washington starts back up.

We can't keep doing our job until the government starts doing theirs. Any time now, people.

-David Driscoll

Thursday
Oct102013

You Thought We Were Just Doing Gin & Rum?

There's a lot of pressure on your shoulders when you decide to throw your hat into the independent Bourbon realm. With 800 different LDI labels on the market already, why be just another guy with his own LDI Bourbon and a clever name? I was very scared about this project. I've been dreading the arrival of the Faultline Bourbon since we finalized it. "It's not going to be good enough," I said to myself. "The bloggers will roast us," I feared. Even though I was confident in our final blending process, I still needed to taste the whiskey from the bottle before feeling good about our decision.

That day finally came today.

One of the obstacles that kept us from making a Faultline Bourbon earlier was availability: the current demand has made the extra barrel a thing of the past. One of the only distilleries that would sell us a cask for a private label was the old LDI distillery in Indiana, but with the already overcrowded LDI market (Bulleit Rye, Templeton Rye, High West, etc) we didn't think our product would be different enough, or of the quality we desired, for the Faultline name. That's when John Little from Smooth Ambler stepped in and said he'd be happy to help us do something special. If we were going to work with LDI casks, then we needed the capability to blend something special to taste - the specs alone wouldn't sell this baby.

John had some incredible 10 year old low rye formula that we used in conjunction with some 7 year high rye. We kept tasting and tasting until we found the sweet spot at 100 proof. It's FAR better than I ever thought it would be. I hoped we could provide something fun and different, but the final whiskey is phenomenal. It's rich, with sweet fruit right on the entry, a full-bodied mid-palate, and a long, rich, spicy finish. It tastes like it came from Four Roses or somewhere fancy and at 50% it pops in all the right places. I hope we can make another batch like this because this Bourbon is the new king of K&L. Taste it if you don't believe me.

It's incredible for what it is. This is LDI done right. I promise you you're going to love this. Forget everything you've tasted from LDI and give this one a run for the money.

Faultline Bourbon Whiskey $39.99

-David Driscoll

Wednesday
Oct092013

St. Lucia's Finest!!!

 

One sip makes you larger, and one sip makes you small. And the ones that mother gives you don't do anything at all. Go ask David, when he's ten feet tall (or three sheets to the wind).

Man, do I love this label. And, boy, do I love St. Lucian rum. Here's the scoop: a few years ago I had the pleasure of tasting rum from St. Lucia as part of the Berry Bros & Rudd privately-bottled collection. I was instantly smitten. It was like nothing I had ever tasted before: fruit tea, menthol, root beer, molasses, and earthy pot still goodness all brimming from the bottle in waves. I brought it to a tasting group with friends and they all freaked out as well. There was only one problem with that bottle: it was $110. I went on a mission to find a younger, less-expensive version of that rum to share with K&L customers, but, alas, I always came up empty. I emailed the distillery to see if they would sell us a barrel directly, but I never got a response from this mysterious producer. It wasn't until earlier this year that an importer randomly approached me about the possibility of selecting a single barrel of St. Lucian rum for K&L. I about fell over! YES! OF COURSE!

We went through samples, found a barrel that worked, and got our amazing label designer into the studio. Now, for all you tiki lovers out there, we've got that rum I've been longing to give you at a price you can afford: big sarsaparilla and root beer aromas, spiced tea, brandied fruit, and an earthy molasses note on the finish. It's a true representation of fresh molasses, not the syrup we put on our pancakes. This is easily sippable, but so Mai Tai friendly that you'll have a tough time making anything else. Ginger beer, rum Manhattans, anything. It's mindblowing rum and it's finally ours!

My precious...

Faultline St. Lucia Rum $39.99

-David Driscoll

Wednesday
Oct092013

Things That Can Affect Appearance

Yesterday's post about packaging got some interesting conversations going. My friend Steve Ury from SKU's Recent Eats had no idea it was such a big deal. He was totally flabbergasted by the response. I told him, "Steve, it is a huge deal for our customers, which is why we created an entirely new software add-on that allowed them to select 'include gift box' when checking out online." It took me a year to lobby ownership for that feature. I pleaded, begged, and nagged repeatedly to allow some type of function that would allow consumers to get their box, tin, or container with their shipment. "We are in the customer service business," I said. "Our job is to provide the service our customers ask for." If people wanted the box, we should find a way to get it to them.

However, there are simply some tasks that are out of our hands. Like when a customer asks for a flawless wine label when purchasing a bottle as a gift. Of course, if we have one we'll give it to them. But if a gift box or bottle is scratched, dented, or imperfect and the product itself is limited, there's nothing we can do about it other than offer the customer a refund or the choice of a different bottle. Wine bottles often arrive to us with imperfect labels because they're not transported on featherbeds. Bordeaux is perhaps the best example of this phenomenon because the rising prices have highly increased the desire for perfect labels. If you look at the photo above, you'll see the famous wooden crate that many of our top Bordeaux wines arrive in. 

This photo above allows you to see the way in which the wines are layed down inside the box. Both the neck and body (including the lower half of the label) are held in place by thin pieces of wood with holes cut that fit to form. If you imagine these boxes being packed in Bordeaux, sent in trucks down to the docks, carried at sea across the Atlantic, rising and falling with the crest of the waves, then unloaded and shipped to our store here in California, you can see the potential for some contact between the label and the wood. A smear, perhaps. A bit of wear. Maybe a bit of the printing has been rubbed off. 

Now imagine that each of these bottles will cost $500 a piece and all sixty from your available allocation have sold out on pre-order. Which customers get the smudged, nicked-up labels and which ones get the flawless ones? Yikes! I don't know!

With spirits we have more problems with packaging than with labels. Take the Carpano Antica vermouth containers for example. We frequently see requests from customers to include the tin with their purchase. Yet, only three of the six bottles are packaged with the tin (I cut a fresh box open, which you can see in the above photo). The same thing happens with Diplomatico Rum. Sometimes the bottles come in tins, sometimes they don't. With some products we don't always get the packaging that the customers are looking for.

Then there's the case of how whisky boxes are delivered. Many are packaged in thin cardboard without dividers or any kind of protection. Often the gift box itself is what protects the bottle, so it might wind up with a scuff or a tear. Sometimes the box is delivered with an open gash, sometimes the box has creased corners, sometimes the delivery guys have damaged the boxes in transit and taken them completely out of their gift boxes, repackaging them in a non-descript wine box with plastic wrap over the top. 99 times out of 100, when a bottle of wine has a scratch on the label, that scratch happened during transit. 99 times out of 100, when a whisky box or tin has a tear, scratch, or dent, that damage happened during transit.

The guys who pack Bordeaux wines in their wooden crates never foresaw a market that would desire flawless labels. If they did, they never would have chosen a mode of transit that would endanger the aesthetic of these labels. The same goes for our Karuizawa bottler. Those bottles came in flimsy, thin, easily-damagable cardboard and with plain khaki color with absolutely zero dazzle. They never expected people would care so much about their condition, so they didn't do anything special to adorn these bottles or protect them during shipping. That's why they were creased, wrinkled, and imperfect upon arrival. Why would it matter how they looked? If a label was off-centered? If a crease cut across the front of the sticker?

But it does.

I can always guarantee our customers my 100% maximum effort in helping them find the bottle they need. I cannot, however, guarantee that bottle will arrive in packaging that is 100% flawless and perfect in every way. I wish I could.

-David Driscoll