04-Apr-2012 By Alastair Scott
I watched Billy Elliot last week — I know I’m a bit behind, but I always wait until the DVD is £4 in the supermarket. When I watched it I realised how much life has changed in a generation.
22-Nov-2011 By Lesley Foottit
Booker Direct, the national delivery operation of Booker, has converted its vehicle fleet to enable multi-temperature deliveries.
16-Nov-2011 By Tony Jennings
Whenever I chat to Chas, the landlord of my local, I am impressed not only by the depth of his pub-trade knowledge but its streetwise nature.
25-Oct-2011 By Gurjit Degun
JD Wetherspoon has been named as Britain’s best pub operator for customer satisfaction in the second major national study by customer experience specialist Nunwood.
25-Oct-2011 By Phil Mellows
All multiple operators face the challenge of opening that difficult second pub. And then the even more difficult third. Most build the structure to cope with the extra demands as they go along. But not Jonathan Perritt.
24-Aug-2011 By Mark Daniels
In his latest blog, Mark Daniels suggests that there is such a thing as 'too much customer service'.
07-Apr-2011 By Gurjit Degun
London-based pub operator Young's has signed an agreement with gaming machine operator Gamestec. Gamestec will provide a bespoke products for each...
27-Jan-2011 By Alastair Scott
In the first of a new column, the industry consultant and former M&B operations director Alastair Scott focuses on the importance of a hello.
10-Jan-2011 By Lesley Foottit
Carlsberg UK says its revamped We Deliver More website, available from Thursday, will help licensees.
Hamish Champ: Customer service, Warhammer style!
01-Nov-2010 By Hamish Champ
In such economically perilous times as these, when Hard-Pressed Consumers™ are looking for the best value experience they can get, it is staggering...
Pubs blacklisted from guidebook over poor service
07-Oct-2010 By James Wilmore
Bad service in pubs has led to nearly 400 being blacklisted by this year's Good Pub Guide. The guide, published this week, said four in 10...
Pub Doctor: Take a good look at yourself
22-Sep-2010
People are the heart of your pub business. From the selection that you hire to the customers who visit, people drive things forwards and are a key...
06-Aug-2010 By Phil Mellows
Many licensees blame cheap, off-trade booze deals for the drop in pub sales, but a recent survey suggests there's more to it, reports Phil Mellows.
12-Jul-2010 By John Harrington
Managed operator Orchid Group is to spend £100,000 a year on a scheme to improve customer service at its pubs. The Exceptional Hospitality Scheme...
22-Jun-2010 By Tony Halstead
Tony Halstead reports on some of the latest hi-tech music systems that are designed to suit your customer base.
03-Jun-2010 By Sheila McWattie
Pauline McCulloch, co-owner of the Royal Oak, Fritham, Hampshire, tells Sheila McWattie about building business in her New Forest pub. How we got...
26-May-2010 By Melanie Drew
I have often said I'm on a one-woman mission to improve customer service, says Melanie Drew, licensee of the Abbey Inn in Byland Abbey.
Quality Focus: Master the basics
25-Mar-2010
A survey carried out by Retail Eyes in late 2009 shockingly showed that only six per cent of almost 7,000 consumers asked rated the quality of...
Quality Focus: Recruiting the smile
25-Mar-2010
Recruit the smile, and the training can follow later. That's the modern mantra used in barstaff recruitment. Genuinely outgoing personalities who...
Good Food Guide Restaurant of the Year search is on
03-Mar-2010 By Lesley Foottit
The search is on for The Good Food Guide Readers' Restaurant of the Year 2010. Judges are looking for independent businesses including pubs and...
Research shows value most important when eating out
03-Feb-2010 By Claire Dodd Claire
Research conducted into why people recommend somewhere to eat has found that good customer service and value for money tops the bill. The findings...
Supplies in their eyes
20-Nov-2009
You've got a great menu, sparkling service and you're offering it up to customers at a price that's good for them and offers you enough margin to...
Mark Daniels: It's time for the cheap shots to end
23-Oct-2009
Have you ever noticed how hard it is to get a customer to praise you? It's the same in all walks of life and all industries. Customers are quick to...
Mark Daniels: Do you know what people are saying about your pub on Internet review sites?
05-Oct-2009
The Internet. These days, it's a way of life. Indeed, my children don't actually believe they'd be able to breath without the Internet. That said,...
Chris Maclean: Why the customer isn't always right
03-Sep-2009 By Chris Maclean
Do you give the customers what they want? I freely admit that isn't my main concern. Its sounds arrogant that I should be dismissive of customer's...
Pubs criticised for food waiting times
17-Jun-2009 By Matt Eley Matt
Pubs need to sharpen up their food service and provide a more consistent all round performance, according to latest research. Mystery visit...
08-Jun-2009 By Ewan Turney
Punch licensees have completed over 1,485 days worth of training since the new year, the pubco has said. Punch introduced its "Your Development...
Chris Maclean: Why I don't depend of the kindness of strangers
20-May-2009 By Chris Maclean
Last night one of my customers called me aside and told me she was available for work, should I need her. A shift here, holiday coverage there.Its...
24-Apr-2009 By Steve Haslam
Enough is enough, time to move on, dust ourselves down, leave the Pubco vs Lessee argument to run its course, says Steve Haslam.
20-Mar-2009 By David Elliott
The trade must stress its good news in this time of economic concern, says David Elliott.
Hamish Champ: Service with a grimace
02-Feb-2009 By Hamish Champ
In these tough economic times you'd think businesses would be falling all over themselves to impress customers, potential or already captured.With...
Beat the downturn in 2009: part four
08-Jan-2009
'Avoid knee-jerk reactions' Leigh Taylor, licensee of the Bluebell in Henley-in-Arden, Warwickshire - Newcomer of the Year at The Publican Awards...
Front of House Team of the Year 2008: The Whitmore Arms, Orsett, Essex
28-Nov-2008
An amazing commitment to front-of-house service and the team that provides it has brought the Whitmore Arms in Orsett, Essex the deserved accolade of...
Food Pub of the Year 2008: The Whitmore Arms, Orsett, Essex
28-Nov-2008
All visitors, regulars or newcomers alike are guaranteed a warm welcome at the Whitmore Arms. As locals familiar with the pub's history, the...
Mystery visitor scheme reveals customers' frustrations
07-Nov-2008 By James Wilmore
Failing to check on a customer during a meal and not saying goodbye are among the biggest frustrations for pub-goers, a mystery shopper survey has...
Back to Basics: Keep them coming back
09-Oct-2008
Think about it… you're asking your customers to get off their nice comfy sofa, come away from the TV and abandon their cheap supermarket booze to...
15-Jul-2008 By Ewan Turney
Punch Taverns is offering licensees a new training course to help licensees combat the 8.6% decline in beer sales over the last year. The Profit...
04-Jul-2008 By Stephen Crawley
Caledonian Brewery MD Stephen Crawley considers service levels.
My Shout Stephen Crawley
03-Jul-2008
It'd be a nicer day if people really listened Now, there is upselling and there is listening. I frequently pop into a local drive-through of a...
27-Jun-2008 By David Elliott
Greene King Pub partners boss David Elliott gives his take on the industry
My Shout David Elliot
26-Jun-2008
Good pub experiences offer all-round service Everyone is talking about the film, Sex and the City — well, my daughter and her friends seem to be...
Chris Maclean: A service champion
23-Jun-2008 By Chris Maclean
Last week I fancied a trip out and decided to visit the Whitmore Arms in Essex. It seemed a nice trip out. I was curious to visit the pub awarded...
Service lifts winner in west Glamorgan
22-May-2008
Rural, yet well connected, you can be certain of a warm welcome at Tafarn-y-deri — a great example of a pub with very high standards of service,...
Award-winning pub opens shop next door
16-May-2008 By Matt Eley Matt
A couple that have won awards for the food and drink at their pub have opened a shop so customers can enjoy their ingredients at home. Chef TJ Drew...
15-May-2008 By John Harrington
Pubs must not aggressively "up-sell" wine, coffee or desserts to boost profit during the tough trading period
30-Apr-2008 By MA reporter
In my opinion, loyalty schemes can be a good idea if your target market is heavily weighted towards, for example, the student market, which can be...
11-Apr-2008 By John Harrington
Energywatch says moves to regulate complaints handling of energy suppliers will help pubs - but only if the process is monitored correctly. From 1...
Going to town on customer service
10-Apr-2008
Putting customers first is a main priority for the pubs at the top end of the MA's Quality Tracker this month. Nigel Huddleston reports When it comes...
3663 revamps value range
08-Apr-2008
3663 is revamping its Smart Choice brand under the Chef's Smart Choice name.The range features more than 500 products, and is positioned as a...
Hungry Horse BDMs go back to the floor
07-Apr-2008
The view that pubcos should have a clearer picture of what goes on at the sharp end is - fairly or not - often expressed by publicans. Eight Greene...