What's Your Problem?

I've been a little cranky lately. I simply bit off more than I could chew this month and it finally came back to bite me in the behind. I'm simply pooped. Even after fifteen straight days of events, tastings, traveling, and writing, I was supposed to take the red eye to Mexico tonight for more spirits-related business.  When a few last-minute emergencies, extenuating circumstances, and general health problems piled on top of my no-room-for-error calendar, I had to make a difficult decision: stay home and rest.

I've been doing a lot of work, but I haven't been doing any of it well. My emails are piling up and I take answering them very seriously, yet I've only been able to fire off short, one sentence replies to people I'd like to have more dialogue with. It's frustrating. There are so many new people who need help with booze! While I'd like to believe that my amazing customer service is responsible for the increased response, most of the reason I've been getting so many emails is because liquor companies have started their own email lists, sending out notices to consumers when new products are being released.  It's a great idea! Keep people informed and excited. The only problem with this is that they're sending these emails out, sometimes months before the product is available at K&L, telling customers to give us a call long before telling us what to expect. It leads to the following scenario:

Awesome K&L Customer: David - do you know if you'll be getting the new _______ anytime soon?

Me: I haven't heard anything about that. Have you seen it available anywhere else?

Awesome K&L Customer: I got an email about it and they said K&L will be carrying it.

Me: Hmmm.....well I have no idea unfortunately. I wish I knew more and could help you.

Awesome K&L Customer: Can you call me when it comes in?

Me: I wish I could do that for every customer, but unfortunately I get so many requests it's not possible. What I can do is add you to our email list and notify you that way.

Awesome K&L Customer: I'm usually travelling and I don't always have time to check my email, can you just put in an order for me now? I'll pay you in advance.

Me: Unfortunately, no, because I don't know how many we're getting, if we're even getting it at all, nor do I know the price.

Awesome K&L Customer: So there's nothing I can do right now?

Me: I'm sorry, but that's correct.

Awesome K&L Customer: Bummer. Do you think another store will have it?

This situation happens at least five times a day, even on my days off when I'm answering emails from home. Now, it's important to note here that I am not annoyed with the customer!  I love interacting with consumers and anyone who takes the time to shop with us. Why would I be upset with someone who is interested in buying whisky, a product I love to drink, write about, and sell? What I am annoyed with is the situation that I've been put into. Regarding the above scenario, there's no way I can succeed in giving the customer what he or she is looking for, which is getting them a product that I likely will be getting, but currently know nothing about and have no control over (i.e. the Jefferson's Ocean and the subsequent deluge of requests from customers all over the U.S.). Couple that with the fact that I look like a novice for knowing less about the schedule of new releases than my customers and it turns into a situation that aggravates me immensely, especially when I have to relive it every half hour.

When companies send out notices about the immenent release of a whisky without notifying retailers, it makes everyone's life difficult - mine, my customer service staff who ends up forwarding all these questions to my voicemail, and the customers who are just looking to get some more information. Everyone ends up bothered because they can't settle anything at the moment - it's like trying to cross something off your chore list, but realizing you'll have to leave it open-ended. I'll have to keep checking with the distributor (who usually knows nothing as well), the customer will have to keep calling other stores to see if one person out there knows anything, and our staff will have to keep fielding these questions about which they know nothing.

Then, there's the issue I have with the new "Top Whiskies in the World" from the 2013 Whisky Bible.  In all honesty, I have no issue with Jim Murray. I don't know him and I've never met him, so it's not a personal attack on him.  What I have a problem with is the lack of explanation about how rare some of the "world's best whiskies" are. Many people who find out about Jim's top whiskies have no idea about what goes on in the booze world. Why should they? If I read a list about the "Top Movies of 2012," why would I think twice about whether I'll be able to see them or not? Of course I'll be able to watch them. I'll just go down to the movie theater, buy my ticket, and that's that. Unfortunately, that's what the ten people who emailed me yesterday about the Handy Sazerac also thought about purchasing that bottle of whiskey.

When you promote, promote, and promote, but you leave out the little details (like the fact that the Handy and Weller whiskies are extremely difficult to find and, until recently, were being sold on Ebay for more than twice their retail price), it makes everyone else's life difficult. I've lived through the following scenario once already this morning, ten times yesterday, and twenty-seven times total since Jim's list was released:

Awesome, totally not-at-fault, K&L Customer: Hi there - I'm looking for a bottle of whiskey called the Thomas Handy Sazerac. Do you have any and how much are they?

Incredibly-talented K&L Customer Service Person: I'm not showing any in stock, unfortunately.

Awesome, totally not-at-fault, K&L Customer: Do you know when you'll be getting any? I'd like to reserve two if possible.

Incredibly-talented K&L Customer Service Person: Let me get you over to our spirits buyer. Hold on while I transfer you....

Hi this is David Driscoll, spirits buyer for K&L Wine Merchants, I'm not here right now, but the best to reach me is always by my email at

Awesome, totally not-at-fault, K&L Customer: Hi David - I got your email from your voicemail. The person I spoke to on the phone said I should talk to you about getting some of the Thomas Handy rye.  My husband really loves whiskey and I think this would be the perfect gift for him.  He's been talking about how it just won some big award, so I want to surprise him.  If possible, could I reserve two bottles from K&L?  I'd also like to get two bottles of the William Weller Larue.  I guess that whiskey also won an award.  Please let me know what I need to do to make this happen.  Thanks for your time!

Me: Hello ______, thanks so much for your inquiry. Unfortunately, the Handy and Weller whiskies are very limited and are only released in the Fall in very small allocations.  I usually get around 3 to 6 bottles of each and I have thousands of customers already on a waitlist for these bottles.  What we usually do is a raffle, so considering the amount of interest, there is a very slim chance of getting one of these via K&L.  I'd be happy to add you to our insider's email list and keep you informed that way as to when we'll be holding the raffle.  Please let me know if you'd like me to do so.  Sorry to be the bearer of bad news! These whiskies are very, very popular and finding them is extremely difficult.  Thanks again.

Awesome, totally not-at-fault, K&L Customer: Hi David, thanks for the quick reply! I had no idea this was such a big deal. Please add my name to the raffle.  At least there's a chance!  Thanks again.

Me: Hi again! While I can't add your name to the raffle right now, what I can do is add your email to our insider list and, when the time comes, you'll receive the information about how to enter the raffle.  We send out many emails about other whiskies and ultimately one of them will contain the raffle information when we actually get our allocation. Thanks!

Awesome, totally not-at-fault, K&L Customer: Hi David, I'm not really interested in getting more spam in my inbox.  I get so many consumer-based emails as is.  Could you please just add me to a waitlist and notify me when the raffle is to happen?  Thanks for your understanding.

Me: Hi ________, while I wish I could notify you personally, you are already the 30th person to ask me the same thing this week.  I wish I could keep everyone straight, but the only way I can keep everyone informed is via the email newsletter.  Please let me know if you would like me to add your name to the list. Sorry about the inconvenience!

Awesome, totally not-at-fault, K&L Customer: Hi David, I'm really only interested in the Handy or the Weller whiskies.  Is there any way you could just email me the one about the raffle?  Thanks,

Still no resolution!  No, I can't email 3,000 customers personally about when we get three bottles of Weller Larue.  I wish I could!  I wish I could get 3,000 bottles of Weller Larue for everyone!  I can't!  These email chains keep going and going.  I must have fifty unresolved e-conversations in my Outlook folder right now that resemble the above dialogue and each one is a little bit different.  You can't rubber stamp them to give the same automated reply because each request is somewhat unique. Each customer deserves an explanation, anyway. This is to say nothing of the fifteen to twenty Pappy requests that may show up in between the Handy emails. 

In my mind, it's irresponsible for a producer to promote or hype a whisky to the general public that is not currently available.  It unfairly punishes retailers and suppliers who ultimately are the ones dealing with customers, and it infuriates consumers who call every store in the country, searching for a ghost. You don't know how happy I was when Julian Van Winkle decided not to announce the release of Pappy this year.  He's leaving that up to each retailer, which is how it should be.  Every store has their own way of dealing with special whisky releases and it's best to let them announce each one to their own consumer base. I'm not advocating that a whisky company shouldn't talk about its future releases, but rather that it shouldn't claim "available at K&L" or "now available at a retailer near you" when that obviously isn't the case. Certain personalities also should be aware that, while they think they are helping retailers by exciting the public about the "world's best whiskies," driving business to their storefronts, they are in fact hindering them by burying them knee deep in requests that they cannot resolve.  Instead of finding new whiskey, writing about new whiskey, and reaching out to customers who need my help with an order, I'll be sitting here for the next two hours explaining to someone, in the nicest way possible, that I have no way to help them at the moment.

I'm sorry, ma'am, but I can't help you right now. I wish I could!  I can't.

That's my problem.

-David Driscoll


A Preview of the Year End K&L Awards

While we don't normally make any lists at K&L, ranking the best spirits in the world in any particular order, we do let customers know which whiskies we personally liked most at the end of the year (rather than purely the enthusiastic salesmanship you would otherwise get for every other tasty single malt). However, I thought I'd stray from that course today and give you a sneak peak at the list I am coming up with for release this December. It's just a preview.  If you want to see the full list when it's released, you'll have to give me $20 and pay attention to me when I say.

From the Upcoming - Whisky Scripture - The Final, Final Word on What's Best as told to David Driscoll by both God and his son Jesus Christ

The World's Best Whiskies in order:

1. Anthony Rosario's Special Blend - My friend Anthony, who helps St. George do all their whiskey blending, put together a vatting of Clynelish, Teaninich, and Dailuaine that was remarkable.  There's only one bottle of it in existence and it's at Anthony's house. There are only five people who have ever tasted it and it's not for sale anywhere. Have fun answering questions about that, K&L phone staff!

2. Anthony Rosario's Special Blend #2 - This is the first time that I've ever seen the top two whiskies in the world come from one producer, but these malts are just that good.  Anthony made this batch from both Lost Distillery single malts, along with some Kilchoman Machir Bay, Arran 14, and Springbank 10.  It's very, very good.  There is only one bottle of this whisky as well.  Anthony, your voicemail is so screwed! HA!

3. Mackinlay's Rare Old Highland Whisky $122.99 - I've still got a ton of this that I need to move.

For the rest of what Heaven told me, you'll have to wait until I release my final list. However, in the spirit of fun (pardon the double pun), here are some of the other awards you'll find in my upcoming revelation:

Best Single Malt in the World - Dalmore's Constellation Brand - An amazing achievement by a remarkable brand. Every drop from these whiskies is splendid and they are definitely worth twenty times what they once cost.

Best Place in the Bay Area to take a walk outside - Sawyer Camp Trail off of 280 - You're fucked now, cyclists! No more room on that path for you. Everyone is going to be walking there now!

Best Place at K&L to take a nap during lunch - The Chair in the Break Room - Good luck grabbing some Z's now, Jorge!  You're screwed!  Everyone is going to be lining up to sit in that chair now!

Best Whisky Blogger - Me! - I'm so lucky!  Everyone is going to be reading my blog now!

Can you tell I'm tired?  I'm sooooo tired.

-David Driscoll


It's Good to Know What's Best!

I've been digging my way out of emails this morning, coming into work an hour and a half early just to get back to everyone who takes the time to write (by the way, if my answers are short, it's not because I'm being curt, but rather because I'm trying to reply to each and every one!). Many of the emails I've received so far this morning are from customers interested in securing Jim Murray's top whisky selections of the year.

For those looking to sample Jim's top picks, I've got some good news and some bad news.

Let's start with the bad news.

The "Best Whiskey in the World" is all gone. I had tons of Handy Sazerac Rye a few weeks ago.  Why you might ask?  Because the Handy rye is the Ringo Starr of the Buffalo Trace Antique Collection.  It's the whiskey people will buy only if John, Paul, and George aren't available (Beatles analogies always seem to be quite useful to Jim's selections). If you're new to whiskey drinking and you don't know what I'm talking about, Buffalo Trace Distillery releases five special edition whiskies every Fall - George T. Stagg, Weller Larue, Thomas Handy, Sazerac 18, and Eagle Rare 17.  The Stagg always goes first, followed by the Weller Larue, then the Sazerac, then the Eagle, and when those four are gone, people usually say, "OK, just give me the Handy." However, to those who passed, you were all totally wrong to do so.  That was a very dumb move.  You all just passed on the Best Whiskey of the Year!!  How foolish do you feel now?

The point is, even though we can usually get a few leftover bottles, my entire supply of 2011 Thomas Handy is completely sold out. If Jim is referring to the upcoming 2012 Handy in his review, then I'm likely to only get six bottles, all of which will be sold via raffle to the few thousand people on our whisky insider list.  That makes the odds of getting a bottle from K&L about .001 percent.

As for the Weller Larue, whiskey number two on Jim's list, I usually get about three of those each year, making the odds of getting that bottle about .00001 percent.  I really like the Weller, much like I enjoy the Old Weller Antique, so at least I wasn't wrong about that one.

Ballantine's 17, Jim's number three selection, is definitely available at many fine retailers across the United States.  We don't really dabble too much in blended whisky, so I'm happy to let my wonderful competitors cash in on this one.  You can do a quick Google search and I'm sure you'll find one close by. I do feel foolish for not carrying it now, however.  I should have made an exception for that one. Dang it! I'm such an idiot.

Best Single Malt of the Year was the Ardbeg Day, a limited-edition whisky we sold earlier this year.  It's gone and you probably won't find it anywhere (maybe an overpriced bottle on the East Coast, here or there). I love Ardbeg.  I love the Corryvreckan and the Uigeadail.  I even like the Galileo, which some people thought was too weird.  I did not love the Day.  However, it's now officially the best single malt of the year, so I was incorrect in my opinion.  I now indeed love the Ardbeg Day and, if you ask me, I will tell you that it was the best single malt I tasted all year.

Best Irish Whiskey of Year went to Redbreast 12 Cask Strength.  We've got plenty of that (for now).  While I love Redbreast, the cask strength was my absolute least favorite whiskey of 2012, so it's nice to know how wrong I was. 

Thank goodness I now know what the best whiskies of the year are!  I was trying to help a few people find some interesting booze outside of these selections, but they responded with "these are the best though, right?" Have fun finding one! Please forward this information to anyone you know who is looking to find a bottle off this list.

-David Driscoll


Get Some Wood

It's finally here.  All the hype, all the build-up, all the glory.  We're in the middle of Whisky Season and the big guns keep on delivering.  With the widespread appeal of Balvenie's 12 year Doublewood, the new 17 year brings all the flavor in an even more decadent expression (if that's even possible!).  I was very fast and I got a pretty large chunk of the California delivery.  I've heard it might be mid-November before we see this again.  Big email goes out Tuesday, so you've got a few days to make up your mind.

Balvenie 17 Year Old Doublewood Single Malt Whisky $125.99 - Hot on the heels of the tremendous success from the Doublewood 12, Balvenie is reaching further into its wonderful aged stock and releasing a double-matured single malt from 17 year old casks. First aged in ex-Bourbon casks then finished for another spell in ex-sherry casks, this is the richest, smoothest, most supple expression from Balvenie we've seen. Big flavors of cakebread, fresh baking spices, butterscotch, and fudge that ooze over the palate at a slow crawl. It's decadent stuff and we expect it to sell VERY fast. Demand has been pent up for the last year once word of its release became imminent. Don't wait on this one. It's very good Balvenie.

I almost fell over when I saw that Paddy's was available again! I had told so many disappointed customers not to expect it, thinking that the importer must have dropped it from the portfolio.  Then, all of a sudden, there it was! I bought a few cases, along side the new Knob Creek Rye that I had yet to bring in.  There's nothing wrong with Midleton Irish in a liter bottle, along side some high-end Beam rye.

-David Driscoll


Punk'd in LA

Just having a blast stocking David OG's shelves (he has a waaaaaay better selection that I do, and he has floor stacks!) while chatting with the lovely LA faithful.  Gotta share a quick story with you briefly - I got totally punked on the sales floor today.
I was emptying a shopping cart of booze into the liquor section when a tall, red-headed man came and started asking me about Pappy.  I explained the sad state of affairs and what we now have to do with our raffle system and he was perplexed.
"Really? Because I heard Costco and BevMO have it in stock right now."
Ahh.........sigh.  I was beginning to sweat.  This guy was nice enough, but he really wasn't getting what I was trying to tell him.  I began my little schtick about how there's a shortage of great Bourbon right now, so he countered with, "I just need something that's like 98-100 points. Isn't there anything here in the store?"
I had to take my jacket off.  Heat from both my exasperation and the flu were beginning to set in. Finally, he gives me a ten dollar bill and says, "Call me when the Pappy comes in."  I take his business card, but I hand him back the ten and tell him that I can't do that. 
"How about twenty?  Com'on! Twenty bucks, help me out!"
I refused but I told him I would do everything I could to help him out when the time came. I finally looked down at the business card he handed me to make sure his email was on it, and.....BAM.....there it was: Steve Ury - my longtime email and blogger penpal, there in the flesh.  We had never seen each other before so we didn't know what the other looked like.  He had figured out that I was me, but I didn't expect to get punked in my own store! The man behind Sku's Recent Eats is as funny in person as he is on his blog.  A very well-executed practical joke.  Nicely done!
-David Driscoll