Manchester-based brewer JW Lees has introduced a 10-point pledge to the tenants of its 142 pubs following an independent survey of its estate.
The results showed 83% of tenants strongly agreeing that they were happy with the relationship they had with their area manager, while 66% of tenants also agreed that they were happy with the promptness from head office in dealing with any queries or concerns they had experienced.
Meanwhile, 61% of tenants identified with being part of a family brewer and confirmed they would definitely renew their agreement once their current one had expired.
The new 10 point Tenants' Pledges was created to address the following feedback:
• Slow and inconsistent response from pub support
• Slow response from head office
• Insufficient support from marketing department
• Inconsistent beer quality
• Number of service calls going to voicemail
• High wholesale prices
The pledge includes: a new cash back scheme on all draught sales which will enable tenants to earn £100 a barrel sold over agreed targets; the JW Lees website will be developed to include a portal exclusive to tenants to help with a wide range of marketing and human resource issues; from April 2011 all new tenants will receive a ‘Tenants Starter' pack which will include specific point of sale designed to get the business of on the right foot; regular and relevant subsidised training will be provided for all tenants; the company will introduce a ‘Pub Support - Repair Procedure' and auditing the works carried out by the contractors with a ‘work satisfaction record'.
Mark Welch, director of pub operations commented: "This is the first time the brewery has conducted a survey across its tenanted estate and the results have proved invaluable in highlighting our areas of strength and weaknesses. The views of our tenants are invaluable to us and we intend to repeat this exercise in autumn 2011 to see how we have performed against the issues raised."
By Neil Gerrard
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