In conversation with Lee Hammond from the Towpath Inn, Gilwern

Lee shares the story behind his journey into running a pub and his determination to discover an effective marketing solution for the independent pub industry.

In our conversation, we delve into the various challenges and rewards of the life of a publican, exploring the dynamic landscape of the hospitality sector. Lee sheds light on the intriguing potential of the subscription model within this industry.

He elaborates on the successes he has experienced so far with this innovative idea and emphasizes the importance for other businesses to seize the opportunity now, before larger players enter the scene. Lee underscores the urgency for proactive involvement in this evolving landscape to maximize the benefits for independent businesses.

This conversation covers various topics related to the hospitality industry, marketing, and business strategies. It begins with a discussion on trends in the industry and the challenges faced in marketing and sales. The conversation then delves into the transition from sales to marketing and the importance of being the best in the industry. The speakers share their experiences in starting a pub business and finding a niche. They also discuss the evolution of the pub, the target customers, and making difficult business decisions. The conversation highlights the benefits of collaboration and using street food as a marketing funnel. Finally, the speakers explore the concept of loyalty and subscription models and the challenges in shifting marketing strategies. In this conversation, Lee Hammond discusses the importance of creating an irresistible offer for customers in the hospitality industry. He emphasizes the need to have a product that stands out and solves a specific problem for customers. Lee also highlights the significance of understanding the problems you solve and defining your target audience. He explains the concept of stacking value in your offer and the importance of pricing and payment options for memberships. Lee discusses the process of simplifying your product and finding market fit. He also shares insights on building a funnel, generating traffic, and retaining customers. Finally, Lee talks about his work in helping others implement these strategies in the hospitality industry.Takeaways

• The hospitality industry is constantly evolving, and businesses need to adapt to new trends and challenges.
• Being the best in the industry is crucial for success, and businesses should strive to provide exceptional products and services.
• Collaboration and partnerships, such as street food events, can be effective marketing strategies to attract new customers.
• Subscription models and loyalty programs can help businesses build a loyal customer base and increase revenue.
• Businesses should regularly evaluate their marketing strategies and be willing to make difficult decisions to stay competitive. Create an irresistible offer that solves a specific problem for your customers.
• Understand the problems you solve and define your target audience.
• Stack value in your offer to make it more appealing and valuable.
• Simplify your product and find market fit to attract and retain customers.
• Build a funnel and generate traffic to drive customers to your offer.
• Consider expanding your services to help others in the industry.

We delve into Restaurant Magazines 2024 trend predictions, including:

1. Fine dining makeovers
2. Lasagne's popularity surge and discover Lasagne Soup!
3. Changing dynamics in Meat vs. Vegan establishments
4. Guinness' reclaiming its iconic status
5. The shifting terrain of customer loyalty in hospitality
6. Embracing the subscription model, with a nod to Lee Hammond: https://www.linkedin.com/in/publeecan/

Plus we, share a proven marketing ploy for January and uncover Cassie's 24-year head start on a hospitality trend that's now catching fire! 😆

SummaryThe conversation covers various topics related to managing expectations and delivering excellent customer service in the hospitality industry. It explores the challenges of trusting and training a team, especially in a new venue. The discussion also touches on the changing customer behavior and the importance of creating a positive customer experience. Overall, the conversation emphasizes the significance of customer service in the hospitality industry and the need to adapt to evolving customer expectations. The conversation highlights the importance of communication and managing expectations in the hospitality industry. It emphasizes the need to understand and address customer anxiety and social anxiety. The transferable skills of hospitality, such as empathy and effective communication, are discussed. The conversation also touches on the complexity of the industry and the changing role of hospitality professionals. Finally, it concludes with the enjoyment and rewards of being part of people's celebrations in the hospitality industry.Takeaways

• Trust and train your team to deliver excellent customer service.
• Manage customer expectations and communicate openly with them.
• Adapt to changing customer behavior and expectations.
• Create a positive customer experience to build loyalty and word-of-mouth marketing. Effective communication and managing expectations are crucial in the hospitality industry.
• Understanding and addressing customer anxiety and social anxiety can improve the customer experience.
• Hospitality skills, such as empathy and effective communication, are highly transferable to other fields.
• Relating to and influencing others is an important aspect of customer service.
• The hospitality industry is complex and requires managers to help staff understand its intricacies.
• Being part of people's celebrations in the hospitality industry can be rewarding and enjoyable.