Why Change in Pubs Meets Resistance
Pubs are built on routine. Staff know where the glasses go, regulars know their favourite seat, and suppliers deliver on the same days. Disrupt that rhythm, and you’re bound to meet resistance. But here’s the key: most pushback isn’t laziness. It’s fear, uncertainty, or bad communication.
Understanding the barriers to change in a pub setting is crucial. Handle them well, and you get buy-in, smoother rollouts, and even enthusiastic support. Ignore them, and you face rota wars, staff turnover, and grumpy regulars.
The Common Barriers to Change in Hospitality
1. Fear of Incompetence
Staff worry: “What if I can’t handle the new ordering system?” or “I’ll look stupid in front of customers.”
2. Loss of Control
When changes feel imposed, people resist. A new rota system without consultation can spark resentment: “I never get a say anymore.”
3. Ripple Effects
One change in the kitchen (new menu, plating style) creates knock-on chaos for bar staff dealing with food tickets.
4. Bad Timing
Announcing change at the wrong moment — e.g. mid-shift on a busy Friday night — guarantees grumbling and resistance.
5. Poor Communication
Surprises fuel distrust. If staff hear about changes second-hand or customers find out when they arrive, you lose credibility.
(Outbound link: Forbes: Why Employees Resist Change)
The Psychology of Resistance
Resistance is often rooted in psychology:
- Loss Aversion: People feel the pain of losing old routines more than the gain of improvements.
- Social Proof (in reverse): One vocal resister can influence the whole team.
- Change Fatigue: Too many changes at once overwhelm staff.
👉 Solution: Recognise these psychological triggers and plan responses. For example, highlight early wins (to counter loss aversion), get early adopters onboard (to flip social proof), and stagger changes (to prevent fatigue).
(Outbound link: Harvard Business Review: The Psychology of Change)
Frameworks to Overcome Barriers
Kotter’s Quick Wins
Generate visible, short-term wins to keep morale high. Example: After a new cellar stock system is introduced, show wastage dropping weekly. Celebrate each milestone.
ADKAR Reinforcement
ADKAR’s final step is reinforcement. Reward early adopters — “Sarah, thanks for embracing the rota app, your swaps kept the shift covered.” Recognition builds momentum.
Lewin’s Unfreeze–Change–Refreeze
Spend more time in the Unfreeze stage: explain the “why” before jumping into “what.” Example: “We’re changing menus because roast sales are down £300/week. If we do nothing, hours may get cut.”
(Outbound link: Prosci ADKAR Model)
Pub Scenarios: Barriers in Action
Scenario 1: New Rota System
- Barrier: Staff resist app-based rota swaps.
- Solution: Use ADKAR: build awareness (why change), highlight benefits (fairer shifts), train (walkthrough app), reinforce (reward adopters). Outcome: 70% fewer rota disputes.
Scenario 2: Refurb Backlash
- Barrier: Regulars upset about pub closure during refurb.
- Solution: Communicate early with posters, FB updates, and reopening countdown. Example: The Ship Inn trialled menu tweaks with regulars first, boosting covers by 40% post-refurb.
Scenario 3: Supplier Change Confusion
- Barrier: Staff struggle with new beer supplier processes.
- Solution: Training session + one-page cheat sheet behind the bar. Reinforce by praising first successful deliveries handled smoothly.
Case Studies: Wins and Fails
Fail: The Queen’s Arms
Introduced new till system without training. Staff made errors, queues built, customers left unhappy. Staff blamed the system, morale dropped.
Success: The Red Lion
Faced with high cellar waste, landlord explained the issue, consulted staff, and trialled a new stock control process. Celebrated every reduction. Wastage dropped 25% in 2 months.
Success: The Black Horse
Tackled rota disputes with ADKAR-based approach. Staff appreciated fairness and transparency. Turnover reduced, morale improved.
(Outbound link: CAMRA: Pubs Campaigns and Case Studies)
Toolkit for Landlords
Resistance Symptom Checker
- Staff grumbling more?
- Customers asking questions you should have answered?
- Regulars avoiding the pub?
- Errors rising on shift?
👉 If yes, resistance is building.
First 10 Conversations Script Pack
- “Here’s why we’re making this change…”
- “I’d like your input on how we do this.”
- “What worries you about this?”
- “Here’s what we’re testing first.”
- “Great point, let’s adjust that.”
- “Look at the early results!”
- “Thanks for jumping in and trying this.”
- “I hear your frustration, here’s our plan.”
- “We’re all learning together here.”
- “This is how we’ll make it stick.”
Quick Win Celebration Ideas
- Free pint for hitting targets.
- Staff shout-outs on chalkboard.
- End-of-week meal for top contributors.
- “Wall of Wins” behind the bar.
Conclusion: From Barriers to Buy-In
Barriers to change in pubs are normal — but they don’t have to be fatal. Fear of incompetence, loss of control, and ripple effects can all be managed with empathy, frameworks, and communication. The secret? Consult early, train properly, and celebrate wins. When you do, staff feel empowered, customers stay loyal, and your pub runs smoother.
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