Jonathon Swaine, managing director of Fuller’s Inns, has said he intends to have a “service coach” in each of the company’s 189 pubs within the next 12 months.
The scheme was launched in 2012 with seven staff members who Swaine described as being “on or just above minimum wage but were absolute icons for the sort of service we wanted to deliver to our customers”.
Speaking at this week’s Managed Pub Summit, he said: “What we wanted to do is to harness the power and personality of these seven to inspire others around them. We created their own statuses on the Facebook closed page. We made heroes of them around the business.
“Now there are 102 service coaches and my vision is to have a service coach in every one of our managed pubs and I think we will get there within the next 12 months.”
Swaine described other incentives to staff in operation throughout the company. These include scratchcards given out on the spot to employees who are seen to provide great levels of service. They then scratch off the back and there is a price of between £20 and £100 which they can spend instantly with Amazon.
