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By Matt Furnell, 21/02/2011 3:29 pm

As a growing number of consumers latch on to the crusade for better customer service lead by the indomitable Mary ‘Queen of Shops’ Portas, Greene King Pub Partners is helping their licensees by boosting its customer satisfaction training.

From this February Pub Partners’ licensees will be offered new training to gain invaluable skills and advice on how to serve and impress customers. Its all part of Greene King’s new ‘Retail Excellence’ course.

The training scheme has been launched to ensure all Greene King licensees offer the excellent levels of service that customers expect, helping the pubs to improve customer loyalty and profitability.

The training covers eight key areas:                                                                                      

•        Customer service and the profit chain: the commercial impact of great customer service

•        Shaping excellence: helping licensees create an excellent customer experience cycle for their pub

•        Retail service excellence: where retail excellence can go wrong, and what is needed to excel

•        Driving up performance: how to use the customer experience cycle

•        Service and standards: reviewing the customer experience against standards

•        Customer feedback: the importance of gathering feedback and using it effectively

•        Engaging people: getting staff on board to deliver excellence

•        Action: implementing best practice across all Greene King pubs

Simon Longbottom, managing director for Greene King Pub Partners, says service is undeniably essential to customer retention, loyalty and business success.

“Research has shown that a high level of customer satisfaction has a direct correlation with customer spend. And with programmes like Mary Portas: Secret Shopper, attracting an audience of three million people each week, customers are demanding better service levels than ever, and that means in pubs as well as on the high street. Our licensees need to be at the top of their game and we’re helping them to achieve that.

“The programme helps licensees understand the impact of staff training and retention on customer service, and how overall standards and offer can have an ultimate effect on how the customer feels, acts and spends.”

Greene King Pub Partners has already invested extensively in quarterly customer satisfaction surveys for each pub and believes that combining these results with effective customer service training and action plans they will improve profitability for each pub. 

The Retail Excellence training will be available to all Pub Partners licensees across the country from February.  All business development managers in the business have been through the training. 

ENDS

PRESS CONTACT: ELAINE BECKETT, PR & COMMUNICATIONS MANAGER, GREENE KING PUB PARTNERS, TEL: 07974 132844

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By Matt Furnell, 18/10/2010 10:44 am

Forget coffee, cup cakes and wifi, a “proper pub” is still all about the food, beer and friendly landlords, according to a survey undertaken by the country’s biggest pub company and brewer.

As some pubs increasingly diversify to attract new trade, the findings will provide succour to landlords whose time-honoured view of the British pub is of an authentic watering hole that prides itself on service and high-quality tipples and meals.

Greene King commissioned the YouGov poll to find out what were the essential ingredients for the “proper pub” of the 21st century.

And, while two thirds (66%) of people said a good choice of food and drinks was top of the pub-goers wish list, just one per cent said wifi was important to them. Of food and drinks most expected to be found in a “proper pub” cakes and Danish pastries attracted less than 1% of votes, and coffee and a range of tea gained just seven per cent of the votes.

A friendly landlord was thought essential by 57 per cent of people, and the idea of the pub as centre of the community is still important, put in the top three must-have ingredients by almost a third of those surveyed (30%).

Rooney Anand, chief executive of Greene King, which runs around 2,400 pubs in the UK, said the results showed that while publicans had to look to new ways of increasing revenue in difficult economic times, the fundamentals of the “proper pub” still hold true.

“We know from our own experience that people are drinking more tea and coffee, and eating more food, in pubs these days, and these are very important for the future of the pub trade,” he added.

“But it’s significant that top of most people’s list is the authentic atmosphere and feel of a British pub that comes from the landlord, the sense of community and the quality of the food and drink on offer.

“The British pub meets timeless human needs that are simply not fulfilled by other meeting places or groups, like social media networks. That’s why it survives and will continue to do so despite all the other opportunities we have for “joining” and for networking.

“It remains an essential community integrator, where people of different ages and backgrounds mix in a relaxed atmosphere.”

A beer garden (27 per cent) and log fire (22 per cent) fared much better in the survey than access for dogs (six per cent) and comfy sofas (15 per cent), while pub games were more popular among 18 to 24 year olds (31 per cent), and 29 per cent of all questioned thought “proper pubs” should be family friendly.

Mr Anand said that the company wasn’t looking for a one-size-fits-all approach to pubs, and the survey shows that there is a need for different pubs for different types of pub-goer.

“It’s quite clear that some people like somewhere they can take their family for Sunday lunch, while to others a “proper pub” is all about somewhere to socialise in the evening with their mates. Other still want the relaxing surroundings of a log fire, comfy sofas and a glass of wine,” he added.

“This research and the campaign which follows will enable us to drill down to see what’s really important to people in different age groups and different areas.”

A website – www.properpubs.co.uk – has been launched to give people the chance to cast their vote on what they think should be in a “proper pub, with the chance to win a personalised pub sign and 100 free meals on offer to those taking part.

Other key findings included:

• More people in the North East than anywhere else like to relax on a comfy pub sofa (25%)

• Those in the North West have a passion for authentic pub games like pool and darts (32%)

• People in the East Midlands are the most likely to want a friendly landlord (63%)

• Pub-goers in the South East believe a “proper pub” should be at the heart of its community (35%)

• Those in the South West want to sit by a log fire (30%), often with man’s best friend at their side (10%)

• While the Welsh believe a “proper pub” should reflect family friendly values (39%)

In the survey, 2,118 people were asked to select the top three characteristics that make up a “proper pub”, from the following list:

• Log fire
• Friendly landlord
• Centre of the community
• Family friendly
• Somewhere I can take my dog
• Comfy sofas
• Wifi for laptops
• Beer garden
• Good choice of food and drinks
• Pub games

They were also asked what type of food and drink they would expect to find in a “proper pub”.

All figures, unless otherwise stated, are from YouGov Plc.  Total sample size was 2118 adults. Fieldwork was undertaken between 4th – 6th October 2010.  The survey was carried out online. The figures have been weighted and are representative of all GB adults (aged 18+).

For more information please contact Matt Ware or Donna Chessum at Tribe on 01603 417722 or email matt@tribepr.com or donna@tribepr.com

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By Matt Furnell, 22/03/2010 6:19 pm

Bernard Lee, landlord of the John Barleycorn has lots to celebrate this year, having been in the pub business for 35 years, becoming an official pensioner and celebrating the first anniversary of his takeover of the pub, so he’s having a big bash on 27^th March.

Starting out his career as a rock guitarist, he soon got drawn into running pubs in Barnsley.  Thirty five years on, he has held key positions with John Smiths, National Vice President of the Licensed Victuallers Association and now runs his own pub training business alongside his Greene King pub.

Speaking about his year, Bernard said, “It’s been a busy year and seems set to continue which is great.  Since taking over the John Barleycorn we’ve re-thatched it and improved the business.  My OAP status certainly doesn’t mean I’ll be slowing down.  I love being in pubs and running them and am pleased that after one year at the John Barleycorn we can certainly celebrate in style its success and thank all the new and old customers we have at the 1^st anniversary party”.

Regional manager for Greene King, Phil Arnold said, “It just shows that if you have the passion and energy you can run a good pub whatever time of your life.  Bernard is one of our most enthusiastic licensees and it’s great to have him at the helm in the John Barleycorn”.

ENDS

Pictured: Still going strong behind the bar, Bernard Lee 

Press Contact: Elaine Beckett, PR & Comms Manager, Greene King Pub Partners, Tel: 07974 132844

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By Matt Furnell, 18/11/2009 2:56 pm

 The Port Mahon pub in Oxford has undergone a complete transformation by pub operators Joe Hill and Nick Bassett.  The duo, who already have the Fir Tree pub have used their experience to turn the Greene King pub around.

Speaking about their new venture, Nick said, “The Port Mahon is like two pubs rolled into one, the best of both worlds.  Sports fanatics can take advantage of the Sports bar with all the Sky features, whilst music lovers can enjoy the live entertainment in the traditional pub”.

Adding he said, “We wanted to bring the pub back to life.  It’s always had a reputation for good music but the pub needed some tlc and both Joe and I have given it that”.

Regional manager for Greene King, Robin Tidd said, “Nick and Joe know what they are doing and are just the right people to take this pub and make it work really well”.

Press Contact: Elaine Beckett, Public Relations Manager, Greene King Pub Partners

Tel: 07974 132844

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By Elaine Beckett, 25/09/2009 11:26 am

New landlords, Jim and Tracy have brought back to life the Stanhope Arms pub in Brasted near Westerham, making it the centre of the village once again.

Closed for over six months, the pub has been redecorated throughout with a brand new kitchen installed so a traditional English home cooked menu can be introduced.

Speaking about their new venture, Jim said, “So many pubs have gone stale and this is what happened to the Stanhope Arms.  We’ve changed that and have re-created an old fashioned family pub with locals’ bar and separate dining, restaurant area.  A pub should be the centre of its community and we aim to make the Stanhope that again”.

 egional manager for Greene King Mike O’Connor said, “It’s brilliant what Jim and Tracy have done to the pub. It is now certainly back on the map and a welcome addition to the village again”.

Jim and Tracy have installed new furniture and soft furnishings within the pub as well as redecorating throughout.  They are soon to begin on the exterior.  Home cooked food is being introduced and will be served all week.

 Ends

Press Contact: Elaine Beckett, Public Relations Manager, Greene King Pub Partners, Tel: 07974 132844

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By Matt Furnell,

Local entrepreneurs, Shane and Zoe Murphy will open their second Greene King pub in three months, The Swan in Long Melford on the 2^nd October.  The couple who also refurbished and re-opened the Angel in Sudbury in August have done the same with Swan, fully renovating the site themselves and creating an upmarket pub with food.

 Previous careers in golf course management and IT, the couple have taken their expertise and created much needed individual pubs with a contemporary design used to uplift the original features of both these historic properties. 

 Zoe says, “We have created a concept which will appeal to everyone who is looking for great food and service in a modern yet cosy environment.  Both the Swan and the Angel are places you can feel comfortable to meet friends, spend an occasion with your family or enjoy an intimate meal.  Our menus use all locally sourced supplies and all dishes are home cooked on the premises by our chef, Jarred Harris.

 Adding, “All you here about these days is pubs closing, and not about the investment that is going into so many.  You have to look at the area and what is needed and then have the courage to create it and I know Shane and I have worked hard to do that bringing these traditional pubs back to life.  We’re certainly looking forward to welcoming customers to the Swan and know they’ll enjoy it as much as the Angel in Sudbury”.

 Operations director for Greene King, Clive Chesser said, “Zoe and Shane are excellent examples of people who can breathe life into pubs.  Their passion and skills have created two brilliant venues in Suffolk which I’m sure will appeal to people far and wide.  More people with enthusiasm and vision like them are needed to run pubs today”.

The Swan opens to the public on Friday 2^nd October following a six week refurbishment which includes a new large heated patio area to the rear, new toilets, redecorated and modernised bar and dining area.  Plans are already in place to create boutique style en suite guests rooms at the Swan for the Spring.

 Ends

 Pub Contact: Zoe Murphy, Tel: 07918749845

Press Contact: Elaine Beckett, Public Relations Manager, Greene King Pub Partners, Tel: 07974 132844

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By Elaine Beckett, 24/09/2009 4:33 pm

Renowned multiple licensee Ted Docherty has got another “pizza the action” by taking on his third pub with Greene King Pub Partners under his tailor made concept.

Ted already runs four successful food pubs, two with Greene King and is now launching the Kings Arms in Litton near Bath under the tailor made pizzas and tailor made fish banners.

Speaking about his new venture Ted says, “Our concept works because people have their favourite foods and what tailor made invites them to do is build their own dish just the way they like it, so you choose a pizza base and the rest is up to you. If you want plain cheese and tomato or sausage, squid and pineapple you can have it. The same goes for the fish dishes, choose the fillet, the size and weight, how you want it cooking and away you go. Our fresh counters display the food customers can choose to eat – they make the decisions not a faceless chef”

Ted first brought his tailor made steak and burger concept to the area at the Warwick Arms in Clutton only last year following his success at the Greene King pub, the Percy Arms in Guildford.

Adding he said, “It’s all about satisfying the customer and not keeping to a rigid menu. Customers are being far more adventurous these days and so tailor made enables them to create something different or just enjoy one of their old favourites. The result is, everyone’s happy”.

Operations director for Greene King, Steve Worrall said, “It’s brilliant to be able to work with Ted on another pub. His passion for food and customers makes every venue he opens worth a visit and we’re extremely happy that his new site is from our quality pub estate”.

The Kings Arms opens on Monday 8th June and there’s 50% off every meal for the whole of June.

Ends

Press Contact: Elaine Beckett, Public Relations Manager, Greene King Pub Partners, Tel: 07974 132844

Pub Contact: Ted Docherty, Tel: 07748 305052, http://www.tmsteaks.co.uk/

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By Matt Furnell, 22/09/2009 4:05 pm

All the latest news about how to start running a Greene King pub