Customer Service

The Lock In Podcast

Has customer behaviour got worse since Covid?

03-Oct-2023 By Ed Bedington

The Lock In podcast is back, and we're taking a look at customer behaviour - are they getting worse? Are we getting worse?

Almost two thirds of customers dissatisfied with service

01-Feb-2022 By Rebecca Weller

Almost two thirds (61%) of consumers felt service standards had dipped across the sector compared to pre-pandemic levels, according to HGEM.

The Lock In Podcast

The Lock In Podcast: The joy of customers, Trip Advisor and online reviews

04-Nov-2020 By Ed Bedington

In this week's episode of The MA's Lock In podcast, Ed Bedington, James Cuthbertson and Heath Ball talk about customer service, bad behaviour and their mutual love of online reviews, including the dreaded Trip Advisor. Tune in to the latest...

Top service award for gastropub the Unruly Pig

31-Jan-2018 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.

Meet the GBPA nominees: Best Newcomer sponsored by Punch Taverns

10-Aug-2017 By Ed Bedington

Next up in our previews of the finalists at this year’s John Smiths Great British Pub Awards is the category of Best Newcomer, sponsored by Punch Taverns. 

Licensee blasts customer who ‘kicked pub dog before demanding £500’ to remove bad TripAdvisor review

07-Apr-2017 By Daniel Woolfson

A licensee has told of his horror after claiming a customer was “rude to his staff, kicked the pub’s young dog and then asked for £500 to remove a negative TripAdvisor review”. 

Conviviality ahead of schedule on Matthew Clark and Bibendum integration

30-Jan-2017 By James Wallin at MCA

Drinks retailer Conviviality has said it is ahead of schedule on the integration of Matthew Clark and Bibendum.

Paul Pavli: Are you giving ‘heartfelt hospitality’ to customers?

24-Jan-2017 By Paul Pavli

Punch Mercury Division managing director Paul Pavli advises operators on how to give 'heartfelt hospitality' to their customers.

Business

See the bigger picture: Why taking a macro view of your business is important

23-Aug-2016 By Greg Pitcher

A change in approach took Ashley and Kelly McCarthy from finalists to winners of the BII Licensee of the Year award.

Marston’s pub “attempted to block FOI request” for food-hygiene report

04-Jul-2016 By Daniel Woolfson

A Derby pub has tried to prevent a damning food hygiene report from being released under the Freedom of Information Act.

Wine

Berkmann Wine Cellars launches training scheme

30-Jun-2016 By Liam Coleman

Berkmann Wine Cellars has launched into the competitive market of wine training for the on-trade.

legal advice

Door staff: Quality is key to success

24-Jun-2016 By Poppleston Allen

Door staff are often the first line of defence - but also need to reassure customers and make them feel safe and secure. 

Comment

Punch director: Let businesses shine by empowering staff

19-Apr-2016 By Paul Pavli

I was fortunate enough to enjoy a fantastic customer service experience recently. In fact it was so good, I can’t stop telling everyone about it and now I’m about to tell you too… 

Punch director: 'Are your staff empowered to give great customer service?'

07-Apr-2016 By Paul Pavli, Punch

I was fortunate enough to enjoy a fantastic customer service experience recently. In fact it was so good, I can't stop telling everyone about it and now I'm about to tell you too…

Wholesalers

Booker’s total group sales up by more than 10%

31-Mar-2016 By Nicholas Robinson

Booker's group sales for the fourth quarter (Q4) rose by 10.6% for the 12 weeks to 25 March 2016, with its foodservice arms putting in a strong performance, resulting in high praise from City analysts.

Training

CPL tells its customers 'it's good to talk'

21-Jan-2016 By Mike Berry

CPL Training is to start offering customers lower prices to book by phone than online.

BHA calls for new tipping and service charge legislation

26-Oct-2015 By Daniel Woolfson

Businesses across the eating out sector should be required by law to provide customers with accurate information on how tips and service charges are distributed, the British Hospitality Association (BHA) has said.

BII supports wet-led pubs

Wet-led pubs hold a "special place in British culture" despite decline

24-Sep-2015 By Oli Gross

The chief executive of the British Institute of Innkeeping (BII) has spoken out in support of wet-led pubs following recent statistics indicating their decline, suggesting they "still hold a special place in British culture".

Beer

Carlsberg unveils suppliers for Christmas trade show

23-Sep-2015 By Emily Sutherland

Carlsberg UK will host over 1,000 suppliers and customers at its annual Christmas Trade Show.

Pub Awards: Best Bar Team – The Old Mill, Baginton

10-Sep-2015 By PMA

The bar team are the well-tuned engine that drives this phenomenally successful pub to success.

Pub Awards: Best Sports Pub – The Murderers, Norwich

10-Sep-2015 By PMA

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...

Training

On the career path: The thin blue line

27-Jul-2015 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.

Brakspear recognises top tenants

18-Jun-2015 By James Wallin, M&C Report

Oxfordshire-based pub operator Brakspear has rewarded tenants at five of its pubs in its annual awards.

Comment

What sets you apart from the crowd?

13-May-2015 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.

Coca-Cola & CPL Online launch soft drinks training

08-May-2015 By Jessica Mason

Coca-Cola Enterprises [CCE] has partnered with e-learning specialists CPL Online to introduce a new animated online training programme to help licensees deliver the perfect soft drinks serve and boost sales.

New product

Nestlé launches new Milano high-tech professional coffee machines

12-Jan-2015 By Daniel Woolfson

Nestlé has launched a new high-tech professional coffee machine.

Insight for sore eyes

13-Nov-2014 By Rob Willock

You’re trying to run your pub, manage your staff, deal with supply problems, keep up with the paperwork, etc, etc, etc.

New figures show 30% of pubs now subscribe to BT Sport

12-Nov-2014 By Mike Berry

BT Sport has published new figures which reveal that more than 24,000 commercial premises have taken its sports service, and that 30% of UK pubs now subscribe to the channel.

Customer service in hospitality not up to scratch

15-Sep-2014 By Ellie Bothwell

Customer service skills are not up to the standard desired by employers in the hospitality industry, according to new research.

JD Wetherspoon launches Olympic-inspired training for 32,000 staff

24-Apr-2014 By Mark Wingett

JD Wetherspoon is aiming to train all 32,000 of its front-line staff using the same programme as volunteers at the 2012 Olympics and Paralympics.

Booker sales up 16%

07-Apr-2014 By Lesley Foottit

Food wholesaler Booker has increased sales by 16.3% in the last 12 weeks.

Heineken announces services moving to Poland and 55 job cuts

27-Mar-2014 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.

Pub deliveries hit by Carlsberg computer glitch

25-Mar-2014 By Ellie Bothwell

Licensees across the country have been hit by a Carlsberg UK computer glitch leaving them with delayed, incomplete, or no deliveries for more than three weeks.

5 steps to creating an authentic atmosphere in your pub

31-Jan-2014

One of the keys to retaining existing customers - and attracting new ones - is found in your venue’s atmosphere. Here are a five tips operators can use to create an authentic atmosphere in their pub.

Carlsberg attracts free-trade to Christmas shows

30-Oct-2013 By Jessica Mason

Carlsberg UK has attracted over 1,000 free-trade customers to its Christmas trade shows.

Essex pub still without power after St Jude storm

30-Oct-2013 By Ellie Bothwell

An Essex licensee has lost around £2,000 after his pub has been without power for three days as a result of the St Jude storm.

Star Pubs & Bars gives new lessees cash for high standards

25-Oct-2013 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.

Dirty toilets top pub deterrent for customers

03-Jun-2013 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...

Finalists unveiled for BII and Poppleston Allen Jeremy Allen Award

29-Apr-2013 By Helen Gilbert

A licensee, bar manager and a customer service head have been shortlisted for the coveted BII (British Institute of Innkeeping) and Poppleston Allen Jeremy Allen Award.

Hospitality sector faces up to future skills shortages

26-Mar-2013 By John Harrington

People 1st, the skills organisation, has said that the hospitality sector will face significant pressures in the future as the skills gap grows.

JD Wetherspoon to roll out new customer feedback programme across pub estate

07-Mar-2013 By John Harrington

JD Wetherspoon is to roll out its first full customer feedback programme across its pub estate.

Spirit Leased licensees get access to managed trainers

25-Feb-2013

Spirit Leased licensees are being given access to the company’s managed trainers to improve the retail offer in their sports and community pubs.

Give guests a reason to visit your pub

31-Jan-2013 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.

Carlsberg UK appoints James Lousada as sales director

19-Dec-2012

Carlsberg UK has announced the appointment of James Lousada as sales director.

Pub customer service drops during December and festive period

06-Dec-2012 By Lesley Foottit

Customer service is at its lowest in December, according to research commissioned by customer insight agency SMG.

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

05-Oct-2012 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

12-Sep-2012 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.

Carlsberg UK sales director Chris Houlton steps down after 14 years

03-Sep-2012

Carlsberg UK has announced that Chris Houlton is to step down as sales director on 28 September after 14 years with the brewer.

Brakes acquires £150m-worth of new business including DBC account and The Restaurant Group

10-Aug-2012 By Lesley Foottit

Foodservice supplier Brakes has secured £150m from new contracts since the start of the year.

Pub 'friendliness' top factor for consumers when choosing destination

30-Apr-2012 By Lesley Foottit

The friendliness of a pub is the most important factor consumers consider when deciding which one to visit.