What, someone asked me the other day, had I learnt?
The first and most important thing is not to do or say anything in haste and that includes after having a drink. It is very easy to ping off an email, say the wrong thing to a member of staff or to a customer and then have to live with the consequences, which can be embarrassing, not to mention costly if you end up being taken to a tribunal. You may even be daft enough to buy a lease on a pub, but that is another matter!
The second is that customers are usually just that, customers. When you sell your pub and a new licensee takes over, you may find that the customers who you thought were friends are actually customers of the pub and you didn’t run the pub as well as you thought, according to them.
This can also apply to staff who may, if you get too close, take advantage of that situation. If you can keep your social life and friends separate from the pub, you will find you still have a life when you don’t have the pub. I know that there are exceptions, but in general this is true.
Either learn how to do a stocktake yourself or get a stocktaker for both food and drink. Learn what the figures mean and be prepared to take action to ensure reasonable margins. If you can do it weekly you will keep a tighter rein on the finances.
When you carry out marketing campaigns make sure someone proof reads and advises on your efforts. I have had some great successes over the years, but my three for the price of four offer, sent to 700 customers, was inexplicably a failure!
Be cynical, very cynical, of area managers, energy sales reps, ‘teddy bear on the bar’ charity fundraisers, business rate reduction guarantees and anyone who wants money before you have seen the goods.
It would seem that publicans as a group are incredibly gullible and there to be preyed on by any passing snake-oil salesperson. Do not be afraid to ask for references, proof of identity, some time to think about it or give a simple, but polite, no thanks.
Finally, enjoy it and let it show. Customers don’t want a miserable pub licensee or staff. If you can’t enjoy running the pub, get out. If your pub isn’t a happy place to visit, your customers will do what you should — get out.