Top tables
Our regular focus where licensees give tips on customer service. What should you do when customers bring along their own food and drink for their children?
James Rogers
Licensee, the Grundisburgh Dog, Grundisburgh, Suffolk
It depends on the age of the children. If they are very young, eating special foods we cannot offer, then there is no problem. If they are older I would have a chat to the parents. With an average spend of £30 per head, a family with three children would cost me £90. To use an analogy, we don't sell Stella but that doesn't mean customers can bring in their own; the same applies to kids' food.
Top tip
1 Look at each case on its own merits. If the children are old enough to eat from the menu, then have a polite chat with the parents. As owners of the pub, either my brother or I would do this rather than expect a member of staff to deal with such a delicate situation.
2 Quite often, if you explain things, the parents are fine. If the parents are dining and they agree to buy drinks and ice creams for the kids then we wouldn't make an issue out of it.
Andrew Howard
Licensee, Sun Inn, Feering, Colchester, Essex
We only really get families eating here during the summer and, fortunately, this situation hasn't happened to us before. I think it's really quite cheeky for a customer to try to bring in their own food and it's something we wouldn't accept, unless the children were very young.
Top tip
1 I would speak to the parents and explain that our policy is not to allow customers to bring in their own food and drink. If they choose not to order for their children then fair enough, but they can't eat their own food.
2 If the customers argued, then I would try to deal with the situation as quickly and quietly as possible, but I would ask them to leave.
Trish McManus
Licensee, Hare Arms, Stow Bardolph, Norfolk
I think you have to look at each case separately. There is a difference between not ordering food for children and bringing in your own. I don't mind if someone asks for a separate plate to share their food with a younger child, but I wouldn't tolerate someone bringing in their own food unless it was for a baby or toddler. In fact, I would view it as an insult; if the food is good enough for the parents, then why is it not good enough for their children? Besides which, the children are taking up spaces that could be occupied by other paying adults.
Top tip
1 Approach the table and politely outline the pub's policy on food.
2 Ask them to put their food away and reiterate what is available for the children; we offer smaller portions of many dishes from our main menu and a small roast on a Sunday. If necessary, offer a separate plate for the child to share with the adult.
3 I would very much doubt that anyone would refuse to co-operate in this situation. If they did, it would depend on their general manner as to whether I would ask them to leave.
