Going to town on customer service

Putting customers first is a main priority for the pubs at the top end of the MA's Quality Tracker this month. Nigel Huddleston reports

When it comes to binge-drinking, the image of town-centre pubs has taken more of a battering than most.But, as our latest Quality Tracker survey shows, they can also be home to some of the highest standards of customer service in the business.

Not all of this month's pubs scored exceptional marks, but in earning a rare 100% rating, Liverpool's Bar Hannah proves that with a little bit of hard work, success is possible.

Several pubs this month earned top marks for the presentation and cleanliness of their main bar area, but fell short on hospitality and standards of serve, suggesting a focus on property rather than people is prevalent in the industry.

As Hannah's owner Gerry Conteh says over the page, aspects of good service we judge in the Quality Tracker are not rocket science. Indeed, many of them need little more common sense than the science taught at primary-school level.

Things like keeping the toilets clean and making eye contact with customers require the will on the part of a pub and its staff to make a difference to their customers' day.

Everyone has days when they get out of bed the wrong side, but taking the trouble to crack a smile and have a chat could make the server's day go a bit quicker too.

What we don't need is more staff like the character in the survey whose only communication was to grunt the price at the customer.

They can only harm the reputation of the pub trade further at a time when it can least take it.