S&N to make sales team redundancies
06-Jan-2009 By Hamish Champ
Scottish & Newcastle UK (S&N) has today confirmed it is to restructure its on-trade field sales team, but says it is "business as usual"...
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...
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...
25-Sep-2008 By Stephen Oliver
Great customer service is the name of the game in the pub industry, says Stephen Oliver.
25-Sep-2008 By Ewan Turney
MA Top-100 member Peach Pub Company has won the National Customer Service Team in Retail award. Peach, which runs a chain of food-led pubs, saw off...
28-Aug-2008 By The PMA Team
The C&C Group - owners of Magners - is to triple the size of its UK office to combat declining cider sales, it has been revealed. The Irish...
New look for Carlsberg
12-Aug-2008
Carlsberg UK has introduced new founts and glassware for its Carlsberg and Carlsberg Extra Cold brands into 5,000 pubs nationwide.The new founts...
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...
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 Ewan Turney
Nightclub operator Luminar Leisure has recorded a 1.9% increase in sales from its 87 continuing operations for the year to 28 February. The operator...
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...
Inventive seeks support for under-threat flagship site
14-Mar-2008 By The PMA Team
The general manager of Inventive Leisure's flagship Revolution vodka bar in Leadenehall Market, which is facing being forced to close at 6.30pm after violent incidents, is rallying customer support.
THE GUV'NOR
21-Feb-2008
Peter Gatling The licensee of the Merry Harriers, in Clayhidon, Devon, gives top tips to get your business through the winter Have you had that...
Consultant: Opus is improving
17-Jan-2008
A pub-energy consultant has spoken up for much-criticised electricity supplier Opus Energy for improving its practices over the past six months. Mike...
LETTERs
17-Jan-2008
The changing face of Opus It is difficult to make an effective comeback from bad publicity. Some say that no publicity is bad publicity, but I...
Winner at a tender age
22-Nov-2007
Laura Condliffe was just 24 when she took on her first pub. Less than two years later it's been saluted as Marston's Pub of the Year. Joe Lutrario...
Pubs on the rural rollercoaster
18-Oct-2007
Rural pubs have been in decline, but there is cause for optimism for those that remain - as long as they get their hospitality right, says Noli...
Top tables
01-Oct-2007
Pub owners give tips on customer service. This month - customers threaten to leave because their order is lost and they have waited an hour for food....
Making the most of pub food
21-Sep-2007
With the smoking ban in place there is a huge opportunity for food-led pubs. Noli Dinkovski takes a look at whether they are taking advantage of it T...
31-Aug-2007
Electricity supplier Opus Energy has revamped its sales and pricing policies for licensees, following a torrent of complaints about the company to...
Marston's post-ban food sales increase
30-Aug-2007 By Tony Halstead THals22851@aol.com
Substantial numbers of Marston's pub tenants have recorded increased food sales since the introduction of the smoking ban on 1 July, according to a...
Top tables
28-Aug-2007
Pub owners give tips on customer service. This month we ask what should be done if a large group of customers turns up, but no record of their...
Focus Outdoor: Table service
14-Aug-2007
Good service is another important factor that can make sure your customers are properly looked after outdoors so they stay longer and spend more...
Delivering under pressure
12-Jul-2007
The second wave of the MA's new monthly section puts community pubs under the microscope. Rosie Davenport reports on how they fared Community pubs...
Top tables
01-Jul-2007
Licensees give tips on customer service. This month - a customer touches a member of staff in an inappropriate way. How do you handle the...
Punch
28-Jun-2007
Francis Patton Customer services director How many pubs do you operate? Approximately 8,400 in England, Wales and Scotland. These are a combination...
THE AGENTS
28-Jun-2007
Konrad Szymanski Director Humberstones At Humberstones we have observed that the property market is not slowing down in the immediate run-up to the...
Serving food without a chef
10-May-2007
This month we look at quick and easy food ideas that busy licensees can introduce to their pub menus with a minimum of fuss and preparationAsk the...
Dealing with Mr Angry
12-Apr-2007
There will always be dissatisfied customers no matter how careful you are. Paul Clapham looks at effective customer service strategies The man who...
05-Apr-2007 By John Harrington
A licensee has been told he must pay Opus Energy an extra £1,813 over six months - after he complained about the supplier's excessive charges....
Greene King invests £4.5m in new depot
02-Apr-2007 By Hamish Champ
Greene King has spent £4.5m on a new distribution depot in Eastwood, Nottinghamshire, in what the brewer describes as a signal of its commitment to...
The waiting starts at Chef & Brewer
23-Mar-2007
Spirit Group is to offer table service at all 133 of its Chef & Brewer destination food pubs.Following a successful trial of waiting at table,...
Diageo at the Hack & Spade
15-Mar-2007
The Hack and Spade has a good selection of quality brands and also a selection of premium brands, which are all displayed to maximise visibility....
Diageo visits Barcena
09-Mar-2007
A stock house brand is the pouring brand - recommended to change to quality well known big brand names as this will say to Barcena's customers that...
Day in the Life: keeping up standards
07-Mar-2007
All-day opening presents some challenges you may not have anticipated. You may have your staff rotas going like clockwork, for instance, but are you...
01-Feb-2007 By Richard Fox
Richard Fox examines the spectre of prohibition casting a shadow over the industry.
East & West Midlands
01-Feb-2007
The Holyhead Coventry Pub manager Jonathan Attridge regards it as a privilege to run the Holyhead, considered to be one of the best in the Ember Inns...
Epub: table reservations by computer
15-Jan-2007
With food becoming increasingly important to pubs, licensees are getting better organised and using technology to gain a clearer understanding of...
Back to basics: consumer research
24-Oct-2006
How can you engage your customers in a meaningful dialogue about what they really feel about your pub? And how do you assess the findings and draw up...
Barboxing clever
28-Sep-2006
Online ordering service barbox.com quadrupled its business in just four years. MD Duncan Malyon explains why more pubs are joining its online revolution
Mood brightens as JDW sales momentum grows - Comment
14-Sep-2006 By The PMA Team
Last Friday's JD Wetherspoon press conference was the most bullish results briefing held by the company in a number of years. I remember a...
05-Jun-2006
Pub marketing company Promotions on Tap has teamed up with BBC Sport Relief in a bid to get pub regulars walking that extra mile for charity on...
The top 10 best ideas for... Mothers' Day
16-Mar-2006
Our tips on making the most of Mother's Day
A good catch
18-Jan-2006
The Laughing Fish is Andy and Linda Brooks' first foray into the trade. But in a short time they have turned it into a Pub to be Proud of, as Adam...
