M&C Report talks to Colin Sadler, MD of Marston’s Premium Pubs and Bars division which includes the Pitcher & Piano and Revere Pub Company, about his best investment, his best his best business decision and the best piece of advice he’s ever received.
What is the most important action the industry can take to encourage the consumer? Value is important in any retail business, but quality shines through. A focus on pure value can deliver a short term sales boost, but may not enhance your business in the long run. Quality product mixed with outstanding service will get customers coming back again and again. It’s easy to say this, but far harder to deliver on a consistent basis. Every day we hear about the latest newest thing happening. The temptation is to chase a fad, but the skill is in delivering the core offer with real wow. So, decide what you are doing, and implement it with excellence!
What single action could Government make that would make a difference? A deeper review of the tax applied to our retail pub businesses would really help. There is a direct correlation between reducing the tax burden on the pub industry and the creation of jobs. This Government has made some real progress, but there is more that can be done.
What is your top priority? Every day, every minute, our focus is on growing sales versus last year. Encouraging more people to come and eat/drink with us, and stay for longer.
What has been your best investment? Our investment in the Pitcher & Piano business since 2008 has delivered strong growth. We spend a lower amount on refurbishments, and revisit sites more frequently to ensure that we are regularly improving our business for our customers. This continued strong performance from our premium high street brand has led to us actively looking to acquire new Pitcher & Piano sites across the country.
What has been your best business decision? Forming Revere Pub Company, which we operate as a truly independent business under the umbrella of Marston’s PLC. We carefully selected sites from Marstons’ 2,000-strong pub estate and totally transformed the consumer proposition. We really did build our business from the bottom up, and worked hard to perfect every element of our premium offer, from Josper charcoal grilled steaks, wood-fired pizzas through to boutique bedrooms.
How much has your business changed to combat the recession? In terms of retail proposition, we have actually stuck to our guns. We believe in our offer, and we believe that customers are willing to part with their hard earned cash in return for a great time. We have worked harder on ensuring that our service and standards really live up to, and exceed customer expectations.
Who is doing something special in the industry? There are so many companies doing great things at the moment. There is so much innovation and specialisation, it seems everyday someone is doing something new. Whilst London is full of fantastic creativity, there are plenty of smaller groups and independent businesses across the country demonstrating genuine creativity.
Most admired brand? Boringly, Apple. Their products are so well designed that they are fully interwoven into everyday life, and their in store service is one of the main reasons they can charge a premium for their product.
Who has been the most influential person in your career? My career has been influenced by large number of people, and too many to name. My current team and general managers are the people who make me want to get out of bed every morning. I have fun everyday, and genuinely love what I do. We have fantastic people, who deliver outstanding results year after year, and the passion our long serving managers show is infectious. This is what makes a career less like a job!
What is the best piece of advice you have ever received? If you don’t have passion, then you have nothing. If you don’t believe in what you are doing, why would anyone else?
