7:13pm: The Night the Gin Balloons Exploded

7:13pm: The Night the Gin Balloons Exploded

The first sign was a clatter – cutlery hitting the floor. Then the voices started rising, a grumble of unhappiness that quickly became a proper roar. It was 7:13pm on a Friday at The Mariner's Rest, a gastropub I'd sunk my life savings (and my sanity) into. The kitchen was already behind, all thanks to a gas leak earlier that day messing up all the prep. And now, the bar was about to explode.

We were two bartenders down. Sarah had phoned in sick – properly sick, not the kind that magically appears when the sun's out – and young Tom, bless him, was on his second shift ever. He looked like a rabbit caught in headlights.

Then came the gin balloons.

You know the type. Huge, delicate things, full of ice, fruit, and enough gin to knock out a battleship. They were really popular, especially on Fridays. But they were also an accident waiting to happen. And tonight, they did.

One of Tom's gin balloons, crammed with ice and a bit too much tonic, decided to fall apart all over Mrs. Higgins, a regular who always ordered fish and chips and moaned about the price of everything.

Mrs. Higgins was not happy, as you can imagine. She shrieked loud enough to curdle milk, and the whole pub stopped to stare. Tom went white as a sheet. The spilled gin mixed with her dinner, making a sticky, citrus-smelling mess.

That's when Maggie, my assistant manager, stepped in. Maggie's been with me from the start. She's seen it all, from burst pipes to rowdy stag dos. She's got a way of calming things down that I can only dream of.

She was at Mrs. Higgins' table instantly, apologising like crazy, offering napkins, and somehow making a joke out of it all. "Oh dear," she said, sounding genuinely sorry. "Looks like you’ve had a bit of a gin bath! Let me get you cleaned up and a fresh drink – maybe something a bit less... explosive?"

While Maggie was working her magic, I pulled Tom behind the bar. He was practically hyperventilating. "It's okay, Tom," I said, trying to sound more sure of myself than I felt. "Everyone messes up. It's what you do next that matters. Take a breath. Maggie's got Mrs. Higgins sorted. Just focus on the next order."

The night didn't magically get better. We were still short-staffed, the kitchen was still struggling, and Mrs. Higgins still grumbled (but with a free glass of Prosecco in her hand). But Maggie's calm and Tom's willingness to learn got us through it.

What Really Happened

The real turning point wasn't the gin explosion, but what happened after. After the chaos died down, after Mrs. Higgins was happy-ish, and after Tom had mopped up the mess, I sat down with them both.

With Tom, I went over the gin balloon recipe again, making sure he knew not to overfill the glass and how to hold it properly. But more importantly, I told him that mistakes are part of learning. I told him about the time I set a customer's beard on fire while flambéing a dessert when I was a bartender (true story). It helped him relax and know that everyone, even the boss, screws up sometimes.

With Maggie, it was different. I thanked her, of course, for thinking fast and handling things so well. But I also asked her how she stayed so calm when things got crazy. Her answer surprised me.

"It's not about being calm," she said. "It's about seeing what's really going on. Mrs. Higgins wasn't just upset about the gin. She was already having a bad day. She felt ignored. The gin was just the last straw. And Tom, he wasn't just scared of messing up. He was scared of letting you down. It's about knowing what people need, not just reacting to what they do."

That's when it clicked. I'd been so focused on running the pub – the staff, the orders, the menu – that I'd forgotten about the people. I'd forgotten that hospitality is more than just serving food and drinks. It's about making people feel welcome, understanding your customers, and helping your staff. It's about reading the room, knowing what people need, and being kind.

The Truth Nobody Tells You

The truth is that running a restaurant AND bar is exhausting. It's long hours, tight margins, and constant stress. It's easy to get caught up in the day-to-day stuff and forget why you started doing it in the first place.

Nobody tells you how hard it is on you. The guilt you feel when you miss your kids' school play because you're dealing with a broken dishwasher. The worry that keeps you up at night thinking about whether you'll be able to pay everyone. The frustration of dealing with difficult customers and unreliable suppliers.

And nobody tells you how much your staff depends on you, not just for a paycheck, but for advice, help, and to feel like they belong. They're not just workers; they're your family. And like any family, they need to feel valued and understood.

The other truth is that you will have to make tough calls sometimes. You'll have to fire someone who isn't working out, even if you like them. You'll have to raise prices, even if you know some customers will be angry. You'll have to say no, even if it disappoints someone.

These decisions are never easy, but they're important for your business in the long run. And it's important to know that you're not alone. Every restaurant AND bar owner faces these challenges. The trick is to learn from your mistakes, have a good team around you, and always remember what's important to you.

What I'd Do Differently Now

Looking back, there are a few things I would have done differently that night.

First, I would have seen the accident coming. The gin balloons were always risky, especially on a busy Friday. I should have had a backup plan – maybe a smaller, safer drink. I should have also taught everyone how to deal with a gin balloon incident, just in case. Being ready is key.

Second, I would have spent more time training Tom. He was a good kid, but he was clearly overwhelmed. I should have put him with a more experienced bartender for his first few shifts, and I should have given him more chances to practice while someone was watching. Throwing someone in the deep end might seem like a good way to learn, but it can also be a disaster.

Third, I would have been more active in making sure customers were having a good time. I could have walked around the pub, talked to people, and made sure everyone was happy. Just asking "How's everything tonight?" can help stop problems before they start.

But most importantly, I would have tried harder to connect with my staff. I would have asked them how they were doing, what they were struggling with, and what I could do to help. A little kindness can go a long way in building a strong, loyal team.

I learned that night that running a successful restaurant AND bar is about more than just making money. It's about building a community, making connections, and making a positive impact on people's lives. And that's worth working for, even on the craziest Friday nights.

For Your Venue

So, what can you learn from my gin-soaked Friday night? First, see those moments of crisis as chances to learn. They show you where your system is weak, highlight your team's strengths, and make you think about what's really important.

Second, invest in your staff. Train them well, help them when they're struggling, and let them make decisions. A happy, well-trained team is your best defence against any problem. Think about having a "buddy system" for new staff, pairing them with experienced staff who can help them.

Third, pay attention to the atmosphere of your venue. Are your customers relaxed and enjoying themselves? Are your staff working well together? A good atmosphere can calm things down and stop problems before they get worse. Encourage your team to be proactive in making sure customers are happy, knowing what they need, and dealing with problems quickly.

Finally, remember that you're not alone. Every restaurant AND bar owner faces challenges. Share your experiences with others, learn from your mistakes, and never give up on what you love. And maybe, just maybe, think about getting rid of the gin balloons. Or at least, having a mop handy.