Make the Customer Happy - Just Do It!
Introduction
In hospitality, great service isn’t just about handing over food and drinks—it’s about making people feel welcome, listened to, and valued. One small moment can shape a customer’s opinion of your pub, and too often, silly rules get in the way of good hospitality.
A Simple Request, A Missed Opportunity
The other night at a pub quiz, I asked for a large glass of Sauvignon Blanc—simple enough, right? But no, I was told they only serve wine in small (125ml) or medium (175ml) measures because a large (250 ml) would be “too expensive for customers.” Instead of just giving me what I asked for, they poured 175ml into a huge glass. It felt ridiculous. If I’m happy to pay for a large, why stop me?
This made me wonder—who exactly was this rule helping? Definitely not me, the paying customer. Instead of feeling welcome, I felt irritated. And not the business – smaller glass = smaller profits.
Give Customers What They Want
People go to pubs to enjoy themselves, not to be told what they can and can’t have. If someone asks for something reasonable and you can do it, why not just say yes? A little flexibility can turn a decent experience into a brilliant one. Here’s how:
Say Yes When You Can – If you’ve got it and the customer wants it, don’t make it complicated. Just serve it.
Make People Smile – The small things—like getting exactly what you asked for—stick with customers and bring them back.
Ditch the Silly Rules – If a policy doesn’t make sense, change it. Rules should enhance the customer experience, not make it worse.
Keeping Hospitality, Well… Hospitable
Every pub has policies, but they should be there to help customers, not irritate them. Ask yourself:
Does this rule make things better or worse for the customer?
Are we making things easy or just annoying?
Are staff encouraged to use common sense and put the customer first?
The best pubs know that great service is about more than just food and drink—it’s about how customers feel when they leave. Being flexible, listening to what people actually want, and making them feel appreciated keeps them coming back. Because at the end of the day, happy customers are what it’s all about!
