What's in the news 28 July?

Review of the Week

'We've got to support each other'

By Ed Bedington

The MA's Ed Bedington caught up with the Vaulkhard Group's Ollie Vaulkhard to talk about challenges, positivity and the price of a pint.

Was January trade positive for pubs?


January trade - win or loss?

By Ed Bedington

Against a backdrop of rocketing price rises, rampant inflation, and closures and sales, it’s been interesting being on the road for the Publican Awards judging this week.

More insight, less noise: more data isn’t necessarily better, as it is getting harder to comprehend and to organise it in a meaningful way

Content provided by HGEM

Making the most of guest experience data


There is a vast amount of customer experience data available to operators nowadays, and it is expected to increase exponentially in the future, as technology advances.

The Morning Advertiser Lock In podcast episode 15

The Lock In Podcast

The Lock In Podcast: Thanks a lot Boris!

By Ed Bedington

With the roadmap to reopening the podcast team give their thoughts to the news, (spoiler,the reaction is not that great) and look at how pubs should be approaching the reopening challenge. They also tackle the tricky subject of insurance with special...

Winning team: (l-r) Crown Cellars director of customer service & third party brands Paul Waller, Unruly Pig owner Brendan Padfield, Waitrose Food magazine editor William Sitwell and Unruly Pig restaurant manager Amy Challis

Top service award for gastropub the Unruly Pig

By Nikkie Sutton

Suffolk gastropub the Unruly Pig struck gold this week after winning the Front of House Team of the Year Award sponsored by Crown Cellars at the Estrella Damm Top 50 Gastropubs.

Dealing with complaints: Fred A'Court shares the dos and don'ts

Need to know: how to deal with complaints

By Fred A'Court

Complaints are an occupational hazard in the pub trade – no matter how good you are – so what are the best ways to deal with them constructively?

Punch and Sky extend Wi-Fi deal


Punch and Sky extend Wi-Fi deal

By Nikkie Sutton

Pubco Punch has extended its agreement with TV giant Sky to allow of its pubs in the UK to offer customers free Wi-Fi from the Cloud.

A-board picture gallery: Good, bad and builder's belly

Advertising boards

A-board picture gallery: Good, bad and builder's belly

By Oli Gross

A pub’s first impression is often influenced by advertising boards outside, and licensees are warned that “lousy boards will ensure no one tries you for the first time”. This gallery looks at good and bad tactics used by licensees.

Pub Awards: Best Sports Pub – The Murderers, Norwich

Pub Awards: Best Sports Pub – The Murderers, Norwich


For a mature and well established operation, the fact this pub continues to grow year on year is excellent, and it’s excellent use of digital technology, both through it own website and on social media, means it remains at the forefront of sports fans...

On the career path: The thin blue line


On the career path: The thin blue line

By Paul Chase

The freedom to trade and to operate in a fair, flexible market place is key to the health and prosperity of the pub and bar sector.

What sets you apart from the crowd?


What sets you apart from the crowd?

By Neil Morgan, Christie + Co

When it comes to buying a pub ‘location location location’ has always been a key consideration and you will often pay a premium for a pub in a town or city centre with a high footfall.

Make sure staff are well briefed during the festive season


Making the most of Christmas:top tips

By Jo Bruce

Love it or hate it Christmas is here again: arguably the most critical time of year for our industry. The bookings schedule is crazy, the clientele is demanding, the chef is on his knees and the staff are either burned out or partying hard!

EPOS supplier Zonal expects turnover to top £50m

EPOS supplier Zonal expects turnover to top £50m

By John Harrington, M&C Report

Zonal, the electronic point of sale (EPOS) supplier to the hospitality and leisure sector, expects full-year turnover to grow from £41.3m to £52m in the year to 30 June 2014 as the group expands its operations and continues to innovate.

Jake Kwan:

Building a sense of community

By Jake Kwan

Four years ago, I was given the opportunity to take over the tenancy of a lesbian, gay, bisexual and transgender (LGBT) pub, the Barley Mow in Bedford, one of the oldest such venues in the country.

Heineken announces services moving to Poland and 55 job cuts

Heineken announces services moving to Poland and 55 job cuts

By Ellie Bothwell

Heineken UK is relocating some of its “transactional” services to Poland and will axe 55 jobs at the beginning of next month, as part of a series of changes to its finance team, the Publican’s Morning Advertiser has learnt.

JLA Carford Group

JLA acquires the Carford Group

By Lesley Foottit

JLA has acquired independent catering equipment distrbutor and service provider the Carford Group.

Star Pubs & Bars

Star Pubs & Bars gives new lessees cash for high standards

By John Harrington

Star Pubs & Bars, the Heineken-owned leased pub operator, has said that nearly 70% of new lessees on its first year support package are set to receive cash bonuses averaging £1,500 for high customer service scores.

Pub visits customers dirty toilets Mintel research

Dirty toilets top pub deterrent for customers

By Mark Wingett

The expectation that higher prices is one of the leading pub deterrents is not borne out by new research, which shows that high food and drink prices (24% and 35% respectively) fall behind several other factors when it comes to consumers choosing to visit...

Pub loyalty scheme top tips

10 tips on running a customer loyalty programme

Building long-term relationships with customers in tough times is prompting an increasing number of pubs to introduce loyalty-card schemes. Successful initiatives tend to feature both new and old technologies. Here are 10 top tips to running a customer...


Pubs need to embrace the new values of customers

By Neil Morgan

It is only right that the pub sector should celebrate the chancellor’s largesse in removing the beer duty escalator (and the penny off a pint), even if the spectre of the minimum-pricing debate hasn’t quite been exorcised.

Give guests a reason to visit your pub

Give guests a reason to visit your pub

By Anthony Pender

2013 is already well underway and it is safe to assume it is going to be another challenging year. One thing that is clear this year is that certain businesses are weathering the storm better than others.

Focus on the product as well as the smile at your pub

Focus on the product as well as the smile at your pub

By Mahdis Neghabian

I recently returned from Gothenburg, Sweden’s second city, and my adopted home town. Customer service in Gothenburg (and most of Sweden) is absolutely spot-on. I would even say that, for me, it comes close to faultless.

Transforming your staff into service gurus

Transforming your staff into service gurus

By Steve Pike

Customers aren’t generally looking to find fault — they just want a pleasant, hassle-free experience, with courteous and effective service as a minimum, says Steve Pike, director of the Mystery Dining Company.

Running a pub is a complex business

Running a pub is a complex business

By Gerry Price

It is a busy time of year right now and balancing cost control with great customer service is a challenge. Add in the additional effort for promotional activity vital to keep that sparkle in your customers’ eyes and it makes it a serious job.

Pub Chef opinion: Business approach should be consistent

Pub Chef opinion: Business approach should be consistent

By Edward Halls

Having pondered many subjects for this column I have decided to talk about the economy and how it helps me stay focused. Nearly everyone in our industry is finding life harder and personally, having only been open two years, I am interested to know what...