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01-11-2019, 14:05
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One of the things that is often overlooked when it comes to pub appeal is what is sometimes called "Engagement with customers" or in old fashioned terms, the welcome.
https://1.bp.blogspot.com/-QrDqjDkaHDc/XbxD8RQ7GdI/AAAAAAAANMc/H5eLMUD1G_cyrbpjKiEvZVTEOZob8t-gwCLcBGAsYHQ/s200/thomasusher.jpg (https://1.bp.blogspot.com/-QrDqjDkaHDc/XbxD8RQ7GdI/AAAAAAAANMc/H5eLMUD1G_cyrbpjKiEvZVTEOZob8t-gwCLcBGAsYHQ/s1600/thomasusher.jpg)One of the first things I was taught when I became a part time barman back in the early 70s was how to welcome customers. The Boss, an old school landlord and stickler for such stuff, was very keen that things should be "done right". First lesson. Rule number one. When a customer comes in and approaches the bar, no matter what you are going, you look up and say "Hello" or "I'll be right with you" or some such other nicety. He explained it as putting the customer at his ease; setting the tone. That kind of thing. The second was to let people waiting at the bar know they had been seen. You would preferably say "you're next", or second or whatever. And yes, you were expected to know whose turn it was and if you ever said "Who's next?" you'd be rewarded by a growl in your ear and the Boss saying "It's your job to know who's next".
Now back in those days there were many more pubs and indeed, many more customers. The Boss reckoned that good service would often make a difference in the customer's mind. (Likewise he always said that if anyone complained about a pint, you should exchange it without hesitation. His argument was that the goodwill thus generated through word of mouth was worth more than the occasional drainpoured pint.) Returning to customer welcome, in that respect I'll venture nothing much has changed about the fact that it works. Good service, a smile and a word can make a big difference. Far too often these days barstaff will rarely even look at you if they can avoid doing so and as for knowing who is next - well - not going to happen. I have often been served a pint with no eye contact and no words being exchanged. How poor is that? And don't get me started on the now ubiquitous "You alright there?".
I was reminded of this when I was in Liverpool a few weeks ago. In every pub we went in, we were engaged in some kind of conversation - even in the busy JDW at the station where we met to discuss our drinking plans for the rest of day. OK, it was lunchtime to mid afternoon and the pubs ranged from busy to moderately quiet, but in each you felt that you were actually important, where as in many these days you do well to be even noticed.
Too often what is missing from the hospitality business is hospitality. In the days of pubs struggling, that should be an easy win, but one that is so often noticeable by its absence.
Another thing we had to do was say goodbye and thanks to customers. When did that last happen to you? And then by the way, we had to clean the entire pub including the toilets, before we went home. We were paid buttons and supped it all when we finished. And we loved it. It is likely where my enduring love affair with pubs was forged.
I wrote about this kind of thing a few years ago. Well 8 years ago. Here it is (https://tandlemanbeerblog.blogspot.com/2010/09/you-all-right-there.html). Time flies.
The Thomas Usher ashtray came from that pub. It is the only physical thing I have from there.
More... (http://tandlemanbeerblog.blogspot.com/2019/11/engaging-staff.html)
One of the things that is often overlooked when it comes to pub appeal is what is sometimes called "Engagement with customers" or in old fashioned terms, the welcome.
https://1.bp.blogspot.com/-QrDqjDkaHDc/XbxD8RQ7GdI/AAAAAAAANMc/H5eLMUD1G_cyrbpjKiEvZVTEOZob8t-gwCLcBGAsYHQ/s200/thomasusher.jpg (https://1.bp.blogspot.com/-QrDqjDkaHDc/XbxD8RQ7GdI/AAAAAAAANMc/H5eLMUD1G_cyrbpjKiEvZVTEOZob8t-gwCLcBGAsYHQ/s1600/thomasusher.jpg)One of the first things I was taught when I became a part time barman back in the early 70s was how to welcome customers. The Boss, an old school landlord and stickler for such stuff, was very keen that things should be "done right". First lesson. Rule number one. When a customer comes in and approaches the bar, no matter what you are going, you look up and say "Hello" or "I'll be right with you" or some such other nicety. He explained it as putting the customer at his ease; setting the tone. That kind of thing. The second was to let people waiting at the bar know they had been seen. You would preferably say "you're next", or second or whatever. And yes, you were expected to know whose turn it was and if you ever said "Who's next?" you'd be rewarded by a growl in your ear and the Boss saying "It's your job to know who's next".
Now back in those days there were many more pubs and indeed, many more customers. The Boss reckoned that good service would often make a difference in the customer's mind. (Likewise he always said that if anyone complained about a pint, you should exchange it without hesitation. His argument was that the goodwill thus generated through word of mouth was worth more than the occasional drainpoured pint.) Returning to customer welcome, in that respect I'll venture nothing much has changed about the fact that it works. Good service, a smile and a word can make a big difference. Far too often these days barstaff will rarely even look at you if they can avoid doing so and as for knowing who is next - well - not going to happen. I have often been served a pint with no eye contact and no words being exchanged. How poor is that? And don't get me started on the now ubiquitous "You alright there?".
I was reminded of this when I was in Liverpool a few weeks ago. In every pub we went in, we were engaged in some kind of conversation - even in the busy JDW at the station where we met to discuss our drinking plans for the rest of day. OK, it was lunchtime to mid afternoon and the pubs ranged from busy to moderately quiet, but in each you felt that you were actually important, where as in many these days you do well to be even noticed.
Too often what is missing from the hospitality business is hospitality. In the days of pubs struggling, that should be an easy win, but one that is so often noticeable by its absence.
Another thing we had to do was say goodbye and thanks to customers. When did that last happen to you? And then by the way, we had to clean the entire pub including the toilets, before we went home. We were paid buttons and supped it all when we finished. And we loved it. It is likely where my enduring love affair with pubs was forged.
I wrote about this kind of thing a few years ago. Well 8 years ago. Here it is (https://tandlemanbeerblog.blogspot.com/2010/09/you-all-right-there.html). Time flies.
The Thomas Usher ashtray came from that pub. It is the only physical thing I have from there.
More... (http://tandlemanbeerblog.blogspot.com/2019/11/engaging-staff.html)