Testimonials & Case Studies
“Liz has been amazing to me through our coaching sessions. She really listens to what I’m saying and remembers months later. I feel like my confidence has grown enormously with Liz’s support and if I’m having a down day she knows just what to say to get everything back in perspective and set a plan in place to move things forward. Liz’s business knowledge and background is very useful as she can relate to most problems I talk to her about and tell me about her own experiences which in turn help me plan my strategies.”
Sam Y, Operational Manager, Gloucestershire
Case Study – The Bedes Lea
When Liz took the Bede’s Lea on with her business partners in 2015, it didn’t seem to have a lot going for it, apart from a healthy barrelage. The pub was rundown and dirty, it had some very disinterested staff and there was a real drug problem.
The venue was a typical estate pub, with no real passing trade and it was not known for its food offering.
Liz and her business partners worked with Punch Taverns to transform the pub over a four week period and turned it into a modern looking eatery. It was a real transformation, from dingy pub to an airy and welcoming space which locals could be proud of.
On the opening night, the pub sold over a thousand pints of beer alone, and the venue was packed. With a 7-day-a-week carvery and a busy live music programme, the community soon got on board and supported the pub.
A year later, Liz submitted an application to the Great British Pub Awards in the Best Turnaround Category. Citing the change in venue, increased profitability, hardworking staff team, big efforts at PR and great social media presence and a busy restaurant, the judges were impressed.
The pub was awarded the Best Turnaround venue in the South East and were finalists in the national awards.
The local parish councillor told the local newspaper “It’s really well run, it’s the hub of the community“.
Several years later, the business was approached by Punch Taverns who bought the pub lease back for a healthy fee.
Case Study – Transforming a Rural Pub into a Family-Friendly Destination
Background
In July 2024, Pub Doctors conducted a comprehensive audit of a rural pub in Wiltshire. The pub featured a spacious garden, a large car park, and even garden pets, making it an ideal setting for families. However, the pub’s appeal and customer reach were limited due to inconsistent branding, a lack of targeted marketing, and operational inefficiencies.
Challenges Identified
Key challenges included:
- Brand and Website Inconsistency: The pub’s digital presence lacked cohesion, with outdated information and a website that didn’t clearly convey its unique family-friendly appeal.
- Kerb Appeal and Interior Atmosphere: Despite being situated in ‘An Area of Outstanding Beauty’, the pub’s kerb appeal was impacted by poorly maintained exterior areas, while the interior felt less inviting than its potential.
- Customer Service and Staff Engagement: The pub’s friendly team could benefit from targeted training to improve product knowledge and upselling, essential for increasing revenue per visit and elevating guest experience.
- Operational Gaps and Compliance: Some compliance elements were missing, such as proper signage and updated logs, presenting potential risks.
Solution Strategy
Pub Doctors designed a tailored action plan to enhance the pub’s appeal and establish it as a premier family-friendly destination.
- Family-Friendly Rebranding and Digital Optimisation: Pub Doctors recommended a rebranding focused on promoting the pub’s unique assets, such as its pet areas, play spaces, and child-friendly amenities. Website improvements included featuring photos of the garden and animals, adding family-focused events, and updating SEO for terms like “family-friendly pub” to attract local traffic.
- Enhanced Outdoor Spaces: The garden, with its scenic views and pet area, was identified as a key differentiator. Recommendations included adding seasonal flowers, cleaning up the car park, and investing in fun outdoor games for children, to enhance the appeal to families and groups.
- Staff Training and Customer Engagement: Training should be provided to help staff engage more with families, encouraging upselling techniques that aligned with the family-friendly environment. Staff should also be trained in product knowledge to better cater to customer needs, thereby improving the overall guest experience.
Outcomes and Anticipated Benefits
By positioning the pub as a go-to family-friendly venue, the audit anticipated:
- Increased Footfall from Families: A focus on unique amenities like the pet area, garden games, and child-friendly dining would attract more family visits, creating a community hub.
- Higher Revenue per Visit: With a greater emphasis on upselling and a refined customer experience, the pub could see increased revenue from group dining and longer stays.
- Enhanced Reputation and Trust: Compliance improvements and a unified brand presence could bolster customer confidence, positioning the pub as a reliable, family-focused option in the area.
Conclusion
This case study demonstrates the value of aligning a pub’s assets with a clear USP. By embracing its unique outdoor areas, animal attractions, and customer service enhancements, this rural pub is positioned to become a top choice for families and locals, increasing both its footfall and revenue in a sustainable, community-centred way.
Ready to improve the profitability of your venue or build a stronger team? Contact Pub Doctor ® today to learn more about how our services can help you build a stronger, more resilient hospitality business.
