WE CARE!

o We care about our customers: every customer leaves happy!

 We define and set high standards for product, environment, and service.
 If it’s not right, it doesn’t go out.
 We continually strive to innovate and to do better.
 Our training and management supports our aim: 100% GUEST, CSEs, LEARN,
Passports and loyalty rewards.
 We ask for feedback, and we listen to it and use it to improve our performance.

o We care about the people we work with: we do things FOR them, not TO them:

 We listen to them and are totally honest with them.

 We provide them with a clear path to the future, because we know that clarity is
the antidote to anxiety.
 We train and develop them: we teach our managers that training is a gift from
them to their staff, and it’s one that they have a responsibility to make.
 We appreciate and thank them, even when they leave.
 We are always available to listen to staff with personal problems and we follow
through to resolution, rather than just pointing in the right direction.

o We care about participating in our communities:

 We provide good jobs for good people.

 We pay taxes and try to do the right thing by others.
 We offer to help people in things that matter to them, outside of work.
 We have and promote our E,S,G programme.

o We care about performance: we use successes and failures to learn and to grow:

 We have high expectations and are always clear about what that means.
 Our objectives are always ‘smart’.
 We are open and honest about performance, and give lots of feedback well.
 We get rid of the bottom-10% expeditiously.
 We teach them to deal with failure: to learn, and to move on. “I’m sorry, I’ll fix it”.

o We care about our pubs

 We look after our assets, and insist that others do too.

 We want our customers, our suppliers, and our staff to see that we really care about
how our pubs look, and our company is perceived.