Hospitality is high on list at rural hubs

This month's Quality Tracker survey discovers that the smallest details can make all the difference. Noli Dinkovski reports

According to the Welsh Licensed Victuallers Association, 17 pubs and three clubs closed in the south of the country in the year since the smoking ban came into force. An overlooked factor is that many of them are rural pubs.

Set against such a gloomy backdrop, the success of this month's Quality Tracker gains even greater resonance. Tafarn-y-deri is a superb example of a successful pub that has diversified from the standard wet-led offer. Run by Wyn and Karen Jenkins, the rural retreat embraces food, has a function room for special occasions, and has developed letting rooms over time.

One constant in their 13 years in charge has been to demand the highest levels of service from their staff. Not true of all of our surveyed pubs — although an impressive seven of the 12 pubs managed to score full marks for hospitality, the figures drop away quite sharply from eight to 12. And to leave an untrained friend as staff cover, as one of the surveyed pubs did, is unforgiveable.

Rural pubs are very often considered the heartbeat of rural communities, yet the rate at which they have been declining in recent years is alarming. That's why it's more important than ever for pubs to establish good practice in dealing with customers. And it's often the smallest of things that can make the biggest of difference. As Wyn Jenkins will tell you — a simple smile and a polite hello go a long way to making pub-goers feel welcome, and could possibly be all the difference as to whether they return again or not.