There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.
Readers of this blog will know that I think the pub industry needs to up its collective game in terms of how they treat their customers. Seems a lot of customers agree with me. Retail Eyes surveyed 6,523 consumers on which sector delivers the best customer service — just 6% said the pub and bar sector delivered good service.
Let's think about that for a moment. Six percent. It isn't good is it? The reasons given are so simple, obvious and easily corrected, it makes you annoyed just to think about it. Customers (oddly enough) disliked dirty and uncleared tables. They resented waiting too long at the bar and staff who were disinterested, or didn't engage with them. No less than 56% have walked out without buying anything because of this type of thing, losing pubs business immediately and no doubt for the long term.
One publican commenting (fairly alone among those who blamed lack of support from PubCos, low wages, better prospects elsewhere and the smoking ban!!)said, wisely I think, "It costs nothing to smile and be attentive. A good pub will have staff smiling, and importantly looking at the customers, registering they know who is next. I've been in the trade for forty years, and if there is one thing I still find irritating it's the lack of customer care, having said that, it comes from the top, no such thing as bad staff, it's bad managers. It hurts but the survey is very accurate."
Amazing when you think about it. It really isn't that difficult to train people in the basics and it isn't much more than the lack of these basics people are complaining about. Employing untrained, slapdash staff is just giving profits away and speeding up the rush to the supermarket. Not correcting that is a suicide policy
A bit of a CV. Tandleman is a veteran beer lover, local CAMRA Chairman and activist, beer writer, beer reviewer and pursuer of all things good in beer. He lives in the North West of England and London. Despite his CAMRA membership, he does not limit himself to cask conditioned beer, though he believes that cask conditioning, when done correctly and appropriately, brings a quality to beer that is hard to equal by any other kind of presentation. He is a strong supporter of Northern methods of beer dispense and avidly detests poorly presented beer and dislikes pasteurisation. He regularly visits Germany, has conducted corporate British and German beer tastings for CAMRA at the Great British Beer Festival where he has worked for years on Biere Sans Frontieres and was Deputy Organiser at CAMRA's very successful National Winter Ales Festival in 2009, 2010, 2011 and 2012 and at the Manchester Beer and Cider Festival from 2013 to date. He admires good brewers wherever they are and has travelled extensively in pursuit of good beer to drink. He also judges beer at both the International Beer Challenge and the World Beer Awards.
This blog mentions specifics; pubs and beer, good and bad. The opinions will be forthright, but you can always disagree, just don't be offended. Comments from those mentioned are particularly welcome and a right of reply is hereby offered.
Read my information and links and then decide for yourself. You don't have to be Sherlock Holmes.
If you wish to email me you can do so by using this address: tandleman[at]yahoo.co.uk
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Beer samples are welcome, but I cannot guarantee a good review. You, the brewer, on the other hand can.
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