The Publican People Charter Update
Last week, The Publican Newspaper launched its new campaign - The Publican People Charter - which has been set up in a bid to improve customer service standards in pubs across the UK.
Pub companies and licensees are being encouraged to sign up to The Publican People Charter and give staff the opportunity to train, make them feel part of the business and adopt a culture focused on providing the best customer service by making this a number one priority.
The licensee of the Customer Service Pub of the Year has pledged his support for The Publican People Charter.
Peter McCarter of the Ratcatchers in Eastgate, Norfolk, said he was 100 per cent behind the new campaign, which aims to raise standards in British pubs.
Peter said: "I don't think enough emphasis is placed on customer service in pubs. I've been to other premises where the food is excellent, but the service is poor.
"Customers are your advocates. By making them feel special they go out and tell others. All our business is repeat or through recommendations and we don't need to advertise any more."
The emphasis of the People Charter is to improve conditions for staff as their attitude plays a big part in customer satisfaction.
The Charter aims to improve customer service in pubs and bars in a bid to boost trade, tourism and, ultimately, profits.
Peter explained he and wife Denise made staff feel part of the business, which in turn makes them take pride in their work.
"We pay good wages, give them little gifts now and again so they know they are appreciated and hold a staff meal once a month."
Staff turnover is low as a result at the Ratcatchers, which has won a string of accolades at The Publican Awards and The Publican Pub Food Awards.
"If staff are well looked after and trained properly the rest follows," Peter said.
Licensees need to pay higher wages if they want to recruit and retain the best staff, a leading professor has warned.
Professor Conrad Lashley, from Nottingham Business School, said the companies that paid their staff better wages had less recruitment worries and had fewer problems with turnover.
"My research has shown that the leading edge firms which pay way over the minimum rate - such as JD Wetherspoon - recruit better staff because they often find that people will want to work for them," Mr Lashley said.
He said he conducted his research in Manchester between 2001 and 2002 when the minimum wage was £4.20 - but he added that even then the Benefits Agency said staff needed at least £5 an hour to make being employed worthwhile. He said it was much the same case today.
"The companies that pay more have less problems keeping staff on board and they seem to be happier too."
In his report he also mentioned poor working conditions as a problem for workers as well as being thrown in at the deep end, not being shown what to do properly or told what's expected of them.
People are the most important element of a making a winning business, according to Bob Cotton, chief executive of the British Hospitality Association.
Speaking at the launch of the Springboard Careers Festival 2003 in London this week, he highlighted the fact that the industry needs to concentrate on its people and offer them career opportunities.
"It is about offering a career for life and not just a job. What makes a winning business is the people and how you manage, motivate and organise your staff. It's those who interface with the customers who are the most important people."
The festival, which saw events held across the UK, aimed to raise the profile and image of the hospitality, leisure, travel and tourism industry by showcasing the wide variety of work opportunities on offer.
