Introduction – Stop Talking, Start Listening
Gary Vee says: “The number one skill in business is empathy.”
For pubs, that means listening harder than you talk. Customers don’t just want cheap pints or a quiz night. They want to feel heard, valued, and part of the story. In 2025, empathy isn’t just good manners — it’s a marketing weapon.
Running this problem at your pub?
Here's the system I use at The Teal Farm to fix it — real-time labour %, cash position, and VAT liability in one dashboard. 30-minute setup. £97 once, no monthly fees.
Get Pub Command Centre — £97 →No monthly fees. 30-day money-back guarantee. Built by a working pub landlord.
Why Empathy = Profit
- 70% of consumers say they buy more from brands that make them feel understood (Forbes, 2024).
- Pubs with active customer feedback loops see 20–30% higher repeat visits (CGA Strategy, 2024).
- Social media posts that ask for opinions get 2× more engagement than sales posts (HubSpot, 2024).
Empathy = loyalty. Loyalty = steady cash flow.
Step 1: Turn Social Media Into Two-Way
Gary says: “Don’t just post — reply.”
- Ask questions in captions (“What should we add to curry night?”).
- Run polls in Instagram stories.
- Reply to every comment, even with a simple emoji.
When customers feel heard online, they show up offline.
Step 2: Bring Customers Into Decisions
Hospitality thrives on inclusivity.
- Let customers vote on new cocktails.
- Ask what bands they want for live music.
- Run competitions for menu naming.
Customers love being co-creators.
Step 3: Show Gratitude Publicly
Gary Vee preaches “kindness scales.”
- Post thank-yous to loyal customers.
- Share milestones (birthdays, anniversaries celebrated at your pub).
- Celebrate reviews instead of just replying privately.
Public gratitude = powerful marketing.
Step 4: Train Staff in Empathy
It’s not just about online. Empathy must live in the room.
- Staff greet regulars by name.
- Handle complaints with patience, not defensiveness.
- Share feedback openly and act on it.
Customers remember how you make them feel more than what you sell them.
Step 5: Turn Complaints Into Content
Gary says: “Your haters are your greatest gift.”
- Share how you fixed a customer issue.
- Show upgrades based on feedback.
- Post “you asked, we listened” stories.
It turns criticism into loyalty.
Case Study – Poll That Packed a Night
One pub ran a poll: “Should we bring back steak night?”
- 200 people voted yes.
- The pub reposted the result with: “You asked, we listened.”
- Result: fully booked steak night the next week.
Simple empathy = profit.
Mistakes to Avoid
- Only posting offers — feels one-sided.
- Ignoring complaints or deleting negative comments.
- Asking for opinions but never acting on them.
Linking to Your Free Resource
Want to learn how to make empathy a marketing system?
👉 Try The Gary Vee Pub Marketing GPT — your free AI coach.
Linking Back to the Cornerstone
Empathy is one piece of the Gary Vee playbook. For the full system →
👉 Gary Vee Social Media Marketing for Pubs: The Ultimate 2025 Guide
And if you want ready-made polls, posts, and feedback prompts →
👉 Check out SmartPubTools
Used daily at Teal Farm Pub, Washington NE38
The Pub Command Centre handles everything in this article — without a spreadsheet.
Wet GP%, dry GP%, labour costs, beer line cleaning logs (12 lines), HACCP temperature checks, stock ordering, weekly P&L. All in one system. Used every shift at Teal Farm where labour runs at 15.1% against a UK pub average of 25-30%.
On a pub taking £900k a year, running labour at 15% instead of 25% is worth roughly £90,000. That is what tracking it daily — every shift, every week — actually looks like.
£97 once. No subscription. No monthly fee. Works on any phone, tablet or laptop. Setup under 10 minutes. Built and used by a Marston’s CRP licensee with a 5-star EHO rating and 180 covers.
See the Pub Command Centre — £97 →One-off payment. Works on any device. Used by a working licensee, not a software company that’s never pulled a pint.
Conclusion – Empathy = Attention + Loyalty
Gary’s philosophy is clear: listen first, talk second.
📊 Your EPOS tells you what sold. Pub Command Centre tells you whether you made money.
Real-time labour %, cash position and VAT liability in one dashboard. Built by a working pub landlord. £97 once, no monthly fees. 30-day money-back guarantee.
Get Pub Command Centre — £97 →For pubs, that means turning every comment, poll, and review into a chance to build loyalty. When customers feel seen, they don’t just visit once — they come back for life.
Running your pub on gut feel?
The Pub Command Centre gives you wet GP%, cellar checks, staff cost and weekly P&L — from your phone, every shift. £97 once. No subscription.
See the Pub Command Centre →