Tag Archives: Maslow’s hierarchy of needs

The Coronavirus Email I’d Like to Get

Like many wine lovers, my inbox has been flooded this week with notes from wineries and wine shops detailing their response to the Coronavirus outbreak. Even places that I’ve not heard from in years, such as shops I patronized in the early 2000s when I lived in Missouri and Florida, have suddenly rediscovered my email address.

virus image photo by Harris A, et al. Released by the US gov under the public domain

It’s great that so many businesses are being proactive in closing to protect employees and guests. It’s also a smart move to offer free deliveries and curbside pick up.

But that’s not what I need right now.

As much as I love shopping for wine, a barrage of “BUY! BUY! BUY!” is going to get a quick ‘delete.’ At worst, it may even prompt me to unsubscribe. That’s because even though I do want to support small businesses, it’s just not where my head is at the moment.

Instead, my thoughts are taken up with concerns on how my high-risk dad is doing 5000 miles away. Or whether my sisters are going to be laid off and need help with bills as they juggle homeschooling their kids. Not to mention my own quarantine situation here in Paris.

So when I go to my inbox or social media feeds, I’m looking for something that I desperately need.

A distraction.

Something to do or look forward to that breaks me out of this rut of endless bad news and worry. I need something that feels somewhat normal even though every single thing around me feels alien and bizarre.

The emails and social media posts that resonate the most with me right now are ones that give me an outlet to not think about Coronavirus for a moment. Yet, I fret that in the desire to do something (and drum up sorely needed sales), many businesses are going overboard. It’s not a bad idea to want to communicate to customers. Nor is it misguided to let folks know that you’re still open for business even in a reduced capacity.

But it’s more about how you go about it.

1.) Drop the Form Letter Speak

I’m going to splice together text from several different emails I’ve received this week. Even though some are from wineries and others from wine shops, I doubt many will pick out the splicing because they all sound pretty much the same.

Dear Friends,

During these challenging times, we’re are so grateful for the overwhelming heartfelt support from you — our amazing customers. We would like to announce the following steps that we are taking in response to the Coronavirus (COVID-19) outbreak in the community. The well-being of our staff, customers, and the community remains our top priority, and we will continue to adapt and adjust these measures due to the evolving circumstances.

In compliance with the California public health mandate, our tasting rooms are temporarily closed. We appreciate everyone’s patience and understanding during this unprecedented time.

The positive news is that the rest of the business is up and running. If you’d like to place an order, you can do so online, or by speaking to one of the team. Whether you are self-isolating, lying low or just love good wine, keep your spirits up and enjoy FREE delivery.

Please stay safe and healthy, follow CDC guidelines, and we’ll all make it through this together.

Sincere thanks for all of your support!

Your customers have likely already received at least a dozen of these emails with several more still to come.

If someone is going to know exactly what an email says before they open it, it’s not an effective email. Businesses must find ways to break out of the formula. One way is to turn it back to the customer with a personal touch. Such as:

Dear Amber,

How are you holding up? As you may have heard, our tasting room is temporarily closed. But our staff has been coming in each day to check in on our wine club members. Please feel free to call or email us if you just want to chat, have questions about what we’re doing at the winery, or even need some wine sent your way. We’ll figure something out…

Think of how different it feels to receive the second email as opposed to the first. They both basically convey the same thing. (Hey, our tasting room is closed, but we’re still here and can get you some wine!) But the first feels formulaic while the second feels sincere and empathetic.

2.) Offer more than just wine to buy and free delivery

Maslow's Hierarchy of Needs image by 	FireflySixtySeven. Uploaded to Wikimedia Commons under CC-BY-SA-4.0

Yes, we all love wine. But right now, we need a little more than free shipping.


I wrote before about Maslow’s Hierarchy of Needs in the context of wine education, but let’s go back to its traditional use. Because, truthfully, wine really doesn’t have a ready place in the pyramid.

You have to realize that most all your customers are going to be focusing a lot on those bottom tiers of physiological and safety needs. But as more communities get locked down in isolation, that middle tier of needing communication and connection (belonging) is going to be more prominent.

This is when wineries and wine shops need to offer more than just their products. They need to offer themselves. We always talk about how the wine industry is a people-oriented business. That’s never going to ring more true than it will over the next several months.

Now is the time to think outside the box about how to reach consumers–not just to sell, but to connect. Numerous creative ideas are emerging from forward-thinking wineries like Kendall-Jackson which is planning a series of virtual concerts, cooking classes & yoga.

Several wineries such as St. Supéry are launching virtual tastings. While this runs the risk of being overdone, it’s a starting point for other creative ways to utilize platforms such as Facebook Live, Discord or Zoom to interact with consumers.

But there are so many other ideas that can be explored.

Movie night with your own Mystery Science Theatre 3000-type Rifftrax.

By Source (WP:NFCC#4), Fair use, https://en.wikipedia.org/w/index.php?curid=60496972

Wine + indulging your inner Tom Servo & Crow = a hella fun time.


I would love to be in a Zoom room listening to winemakers riffing films like Sideways, A Walk in the Clouds, Wine Country, Bottle Shock, A Good Year, etc. The awesomeness potential could be off the charts.

And it’s fairly simple to do, not requiring the purchasing of any movie rights. Select a movie that is currently available on Netflix, Amazon Prime, Hulu or even YouTube. Pick a date and time where folks can start watching at the same point. Encourage them to keep the movie on mute and then have fun drinking and riffing.

Virtual Book Clubs

Independent bookstores and libraries are taking the lead on this, but there is no reason why wineries and wine shops can’t follow suit. With many titles available on eReaders, lots of folks are going to be turning to books for a change of pace. You can discuss popular wine books or something completely different. This could be done on a Facebook and Instagram thread or, better still, setting up an interactive Zoom room that folks can participate in face-to-face (virtually).

Wine Games

On Instagram, I do a Mystery Grape game utilizing the IG Story feature. Other bloggers such as Outwines, The Grape Grind and Bin 412 do similar games as well. It’s an easy platform that many wineries and wine shops can pick up.

Whether it be wine education games or silly scavenger hunts around the house, it’s all good fun for a few moments of distraction. And, honestly, it’s probably a better use right now of your Instagram than glamour shots of the vineyard and bottle porn.

While folks want diversions, you have to toe the line to avoid sounding tone deaf. Things aren’t very glamorous these days and likely won’t be for a while. It’s important to acknowledge the hardship and uncertainty even when you’re trying to provide other outlets.

Move wine classes online

Zoom screenshot

Robert Joseph, The Wine Thinker, and Polly Hammond of 5Forests are using Zoom to conduct their Real Business of Wine live streams. It’s a great medium for many virtual events.


This is especially important for wine shops to stay connected with the community. Many shops use their wine classes to help differentiate themselves from their competitors and build relationships with regular attendees. You can still have face to face interactions with your customers–just in a different format.

These classes should be free since you’re not providing wine and food. Though you could take a page out of the wineries’ virtual tasting book by offering a discounted package for delivery beforehand. But most people aren’t going to want to open up 6 to 8 wines at home. And you can’t bank on them having a Coravin.

So I would encourage you to build your classes around one bottle of wine to taste while listening and interacting with the instructor. The other bottles in a delivery pack could be “homework” for later to try at their leisure.

The important thing is to keep offering these classes–to keep offering that connection.

While it’s easy to get overwhelmed now, we’re all in this for the long haul.

It’s likely going to be several weeks, maybe even months, before things start feeling normal. Every wine business need to take that distant vision in their planning.

The craving for a distraction and normalcy is only going to grow. Wine can be both a blessing and balm during these troubling times. But wineries and wine shops need to do more than just ask for a sale.

They have to acknowledge the other needs that consumers have and find ways to deliver more than just a great bottle of wine.

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Stop Scaring the Newbies — A Look at the Wine Hierarchy of Needs

While I greatly enjoy his philosophical pondering on his Edible Arts blog , I couldn’t disagree more with Dwight Furrow’s recent post decrying “Bad Advice for Novice Wine Drinkers”. The offending guidance is to drink what you like because “If you like it, it is good”.

Furrow dislikes that approach because he feels it curbs a desire to learn more about wine and expand horizons.

The slogan assumes that there is nothing beyond your merely liking something that accounts for its quality, nothing more to be discovered and nothing more to be enjoyed. Thus, if you endorse this claim you have no reason to recognize the limitations of what you like or search for something better. It is a shame to encourage such an attitude in novice wine drinkers. — Dwight Furrow, Bad Advice for Novice Wine Drinkers, 12/13/2018

Furrow errs in two regards here.

For one, there are a lot of drinkers who will never expand beyond simply drinking what they like. They will never develop a desire to want to learn more. Nor will they ever care to think about the quality of what they’re drinking. While that can be a shame, it’s only a shame to us–the Winos who want more from our wines.

We are the ones shedding the tears of shame at all the things we feel our fellow wine drinkers are missing–not the newbie that is happily content sipping on Apothic Brew.

The second area that Furrow overlooks is that of internal inertia or motivation. The novice drinkers who are destined to explore and expand their horizons will feel that inertia on their own. They don’t need “gentle coaxing”–especially not in the form of telling them that what they’re currently drinking is crap.

My outlook on this is shaped by Maslow’s hierarchy of needs which we can adapt to the motivation and growth of wine drinkers.

Image source https://medium.com/@crypto_maven/bitcoin-maslows-hierarchy-of-needs-7bf1be0a366c

Original image from Bitcoin & Maslow’s Hierarchy of Needs. Drawing by Kenneth buddha Jeans with text added.

A Wine Hierarchy of Needs

Our motivations as wine drinkers are not that dissimilar from our motivations for everything else in life. There are basic needs that enjoying wine can fulfill as well as the potential for more emotional and intellectual satisfaction.

There are other benefits to viewing wine drinkers through Maslow’s pyramid. You get a sense for the breadth of each level. The Winos among us would love for everyone to get the same enjoyment with wine that we do. Yet, while we want to share our geeky connoisseurship, most people are going to plateau before that. Most wine drinkers find their needs met at other levels.

The problem comes when we try to put expectations and judgement on the motivations of people who are at these different levels. When we expect newbies who are driven by safety or physiological motivations to “know better” or at least want to know better, we’re not educating them. We’re not helping them to “master” their current level and potentially move on to the next.

If anything, we’re scaring them back to the comforts of what’s familiar and giving them little desire to want to associate with wine or “wine people”.

To really educate and appeal to wine drinkers at all levels, we need to understand where they are in their journey and what is motivating them.

Physiological – I want to drink wine with food or for my own pleasure.

This is where everyone starts–even Fred Dame, Jancis Robinson and Robert Parker. Everyone first approached wine as something to drink. We may have been introduced to it on the dinner table with family or in a red solo cup at party.

Photo by Arnaud 25. Uploaded to Wikimedia Commons under CC-BY-SA-3.0

Or as god knows what mixed into a sangria.

It was an accompaniment to something–whether it be a meal or a moment–and likely we did not give much thought to what was in the glass.

For a lot of people who drink wine, they will never go beyond this level. Wine will still be “foodstuff” to have at the table like it’s been in Europe for centuries. Or it will be “booze”, something to give a warm buzz that is more flavorful than beer and doesn’t hit as hard as a cocktail.

But there will be people who begin paying attention to what is in their glass. The first serious question that they’ll ask will be “Do I like this?”

Safety – I don’t want to buy something I’m not going to like.

When a wine drinkers starts to think about what they like and don’t like in wine, they become motivated by “safety”. They don’t want to waste their time, money or pleasure drinking things that they don’t enjoy.

Photo by mari. Uploaded to Wikimedia Commons under CC-BY-2.0

The best education that sommeliers and wine stewards can give newbies at this level is help with language to explain what they like or don’t like in a wine.
This is NOT the level to be “educating” them on good tastes vs bad.

These drinkers might not have the language to explain what they like but they eventually notice patterns. They might not like the “bitterness” or “sour” flavors of tannins and acid. Instead, it could be the siren songs of residual sugar and “smoothness” that beckons them.

This is the stage where newbies often get the scorned advice to “drink what they like”. But the idea is not to stunt their growth or education. The idea is to keep them enjoying wine and to not get turned off or intimidated.

If we start trashing their tastes and enjoyment, we slam the door shut on the next level of motivation before the newbie even get’s a chance to peek inside.

Belonging – I want to go wine tasting and travel to wineries with friends.
Photo by U.S. Department of Agriculture. Uploaded to Wikimedia Commons under CC-BY-2.0

The tasting room not only gives wine drinkers a sense of social belonging, but also exposure to different wines that they may end up liking.

Wine is a social beverage. It brings people together. But it can also push people away.

If we scare newbie drinkers into doubting themselves–into thinking their tastes are bad–we send the message that they don’t belong. We give them no motivation to continue exploring.

Yet for the people that reach this stage, there is internal inertia that exposes them to other horizons. Wine drinkers that enjoy wine enough to want to share it end up meeting fellow wine lovers. They begin seeing a world beyond their own experiences. They’re introduced to other wines that people enjoy and, perhaps, find their own tastes broaden.

Most importantly, here is where the seeds of education that us Winos so desperately want to sow can finally be planted.

Esteem – I really want to learn more about wine.
Photo by GoodWineUnder20. Uploaded to Wikimedia Commons under CC-BY-2.0

The motivation of esteem for wine lovers can lead them to want to attend wine classes and seek out various certifications.

This is where we get the audience of wine drinkers who can understand Furrow’s (very valid) point that “Discovery, learning, and insight ultimately depend on evaluation.

They begin to realize that there are quality distinctions between wine. There are reasons why a great Burgundy cru is more sought after than something like Meiomi or Mark West.

They might not at first recognize all the reasons behind those distinctions–terroir, viticulture and winemaking–but they at least have a sense of its existence.

These are the people that seek out blogs like Edible Arts and SpitBucket to read. However, while I’m sure Dwight would love to see his readership grow as much as I do, we can’t kid ourselves into thinking that this level of the pyramid is ever going to be as large as the preceding levels.

There will always be people whose motivation with wine “caps out” at other levels. There will always be people that find wine’s fulfillment of their physiological, safety and social belonging needs is enough.

And, honestly, that is perfectly fine.

Self-Actualization – Wino

I think that there is a fear that if “good quality” wine is not being appreciated by the masses, then these wines are going to be harder to find. There is some validity to that fear because wine is, after all, a business. Wineries need to sell wine to survive. For small family producers, especially, the quest to eek out a living is fraught with challenges.

Bob Betz

The realm of “Winos” is not limited to just sommeliers, stewards and bloggers.
There will always be high quality wine to enjoy made by Winos, like Bob Betz, who are motivated by a need to share their passion for wine.

I get that. This is why I pick up the same banner of education as so many sommeliers, wine stewards and bloggers like Dwight Furrow do. It’s part of being a “Wino”.

However, even though this tip of the pyramid reflects only a tiny segment of the masses, it is still populated by a lot of crazy folks. Folks who are willing to devote their lives to crafting high quality wine that they not only want to drink but also share.

These are the people who don’t get into winemaking to make a fortune selling to the masses.

Instead, these winemakers do it because once you reach the motivation of “Self-Actualization”, of realizing who you are and what you’re passionate about, the next step of “Transcendence” is about sharing that part of you and positively impacting others.

Let the newbies drink what they like and let them grow if they want to.

But it’s okay if they don’t grow. It’s okay if they’re happy and content with where they are and what they are drinking.

Rather than fretting, give a toast, instead, to the joy of every wine drinker getting their needs met.

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