HELLO & WELCOME![/h4]Imagine heading off to a dinner party hosted by your good and favoured friends? Imagine the excitement looking forward to an evening of welcomes, warmth and fun. Imagine the expectation.
The greeting is key. If it’s a Bank, a Church, a business or a Pub, it sets the mood, tone and expectation. Get it right and you are half way there. Get it wrong and you can load that toe shooting gun.
We received an enquiry, a request to help make business better. I went to meet her at her Pub. I arrived on time and almost passed out from the disinfectant. “Clean at least” I thought to myself. The lights were down and the hairy mop looked half human. From the shadows she appeared, hands on hips “Yes” she said through an aggressive cold eyed stare “Can I help you?” I thought about it and gently replied “No thanks” turned and left.
On my way back to the office I wondered why she thought business was not booming.
GOODBYE AND THANK YOU[/h4]My Mother always taught me the importance of simple good manners. Today, that is missing in younger generations, and it shows. Too many Pubs have got caught up in the pursuit of profit instead of serving their customers. Some are grumpy, some nasty and others purely exploitative. The concept of the extra mile is missing and greed has overtaken humility.
Excess deflects from what is right, what is the road less easy. Today, more than ever before, Publicans need to focus on the customer, what is right, and what is good for customers, not themselves. If they do that, the rest will take care of itself.
Finally, that wonderful dinner party is over, the lights are going down, it’s time to say goodbye. You see, every evening finishes on a note or tone, just like the beginning. How often have I had fun, engaged with your staff and soaked up the fun, laughter and merriment and how often have you made time to say goodbye? Most don’t bother. Simple, but as my Mother told me, memorable!
To quote Rick Warren; “Humility is not thinking less of yourself, it's thinking of yourself less” Not a bad idea in a perfect storm.
Juicy Tidbits/Excerpts are from this article
Explanation from JB - I know in the past comments have been made by some that there is no hospitality training required to own and operate a bed and breakfast and everything is peachy. I disagree with this and feel that this is what is lacking - not just in restaurants/pubs but also in the B&B environment. This article is for publicans and perspective of a pub goer, so take what you want and leave the rest.
The greeting is key. If it’s a Bank, a Church, a business or a Pub, it sets the mood, tone and expectation. Get it right and you are half way there. Get it wrong and you can load that toe shooting gun.
We received an enquiry, a request to help make business better. I went to meet her at her Pub. I arrived on time and almost passed out from the disinfectant. “Clean at least” I thought to myself. The lights were down and the hairy mop looked half human. From the shadows she appeared, hands on hips “Yes” she said through an aggressive cold eyed stare “Can I help you?” I thought about it and gently replied “No thanks” turned and left.
On my way back to the office I wondered why she thought business was not booming.
GOODBYE AND THANK YOU[/h4]My Mother always taught me the importance of simple good manners. Today, that is missing in younger generations, and it shows. Too many Pubs have got caught up in the pursuit of profit instead of serving their customers. Some are grumpy, some nasty and others purely exploitative. The concept of the extra mile is missing and greed has overtaken humility.
Excess deflects from what is right, what is the road less easy. Today, more than ever before, Publicans need to focus on the customer, what is right, and what is good for customers, not themselves. If they do that, the rest will take care of itself.
Finally, that wonderful dinner party is over, the lights are going down, it’s time to say goodbye. You see, every evening finishes on a note or tone, just like the beginning. How often have I had fun, engaged with your staff and soaked up the fun, laughter and merriment and how often have you made time to say goodbye? Most don’t bother. Simple, but as my Mother told me, memorable!
To quote Rick Warren; “Humility is not thinking less of yourself, it's thinking of yourself less” Not a bad idea in a perfect storm.
Juicy Tidbits/Excerpts are from this article
Explanation from JB - I know in the past comments have been made by some that there is no hospitality training required to own and operate a bed and breakfast and everything is peachy. I disagree with this and feel that this is what is lacking - not just in restaurants/pubs but also in the B&B environment. This article is for publicans and perspective of a pub goer, so take what you want and leave the rest.