Words from the Wise – Sam Pearman
Sam Pearman , owner/manager of the Tavern, Cheltenham, and the Wheatsheaf Inn at Northleach, shares his business secrets
Listen to everyone
We've found that good old-fashioned comment cards really do work. They help the team concentrate and drill down on potentially negative service points. The management team can then focus on areas that are clearly not acceptable and rectify any problems. It also helps us gather customer information to add to our database.
Try to accept criticism
Sometimes it's hard as a business owner to accept the negatives, but try and be big about it. Turn criticisms into great ideas, stay positive and put it all to good use.
Be generous - it's hospitality
People say no too often in our business. Our team try hard to say yes. By engaging with the simple attitude of saying yes we've found it has a positive effect on turnover too.
Research, and encourage the team to do the same
Some of our best ideas have been ‘borrowed' from others, without checking out the market leaders. We try and apply things learned or experiences gained on the road to lead the operation in the right direction. I encourage our team to do the same by listening and then implementing ideas, whenever I possibly can.
Employ people with personality
We find that people who can communicate and have common sense are the most employable. Skills are easy to develop, but getting people to communicate in the right way is not. At interview, I usually know if the person is the right fit within the first 20 seconds of meeting them.
Constant attention to detail
Our business is all about the details. Whether it's the kitchen porter and the way he works, or the general manager, everyone has a routine, and it needs to be perfected. It is also an evolving process. The routine will need constant improvement even if you think it is perfect.
Who I most admire
Danny Meyer, the CEO of Union Square Hospitality Group. He's the master in this game; his book [Setting the Table: The Transforming Power of Hospitality in Business] has given me a real focus for what we do. He learnt on the job but has the common sense and clarity of vision to realise his dream.
CV HIGHLIGHTS
1998-2003 trainee, Langans Restaurants
â- 2005-2007 assistant restaurant manager, the Glasshouse, Kew
â- 2008-present managing director, the Lucky Onion Group
Business mantra
Remember: it's all about having good fun. People paying money are after that experience too.
