Why Implementation Matters More Than Ideas
Pub managers and landlords never run out of ideas. From adding a Sunday brunch menu to rolling out a new rota app or planning a refurb, change is constant. But here’s the truth: most pub changes don’t fail because the idea was bad — they fail in the implementation.
A brilliant idea without a step-by-step plan turns into chaos on shift, unhappy staff, and frustrated customers. This guide breaks down exactly how to implement change in your pub using proven frameworks, SMART objectives, and pub-tested tactics.
Step 1: Define SMART Objectives
Every successful change starts with clear goals. Use the SMART framework:
- Specific: “Cut cellar wastage by 20%.”
- Measurable: Track wastage weekly with numbers.
- Achievable: Don’t expect 100% elimination overnight.
- Relevant: Link to profit and sustainability.
- Time-bound: “Within 8 weeks.”
(Outbound link: HubSpot SMART Goals Guide)
Pub Example: Instead of saying “improve service,” set: “Reduce order-to-table time by 3 minutes in the next month.”
Step 2: Assign Roles & Responsibilities (RACI Model)
Changes flop when “everyone’s responsible” — which means no one is. The RACI model clarifies:
- Responsible: Does the work.
- Accountable: Owns the outcome.
- Consulted: Gives input.
- Informed: Kept updated.
Pub Example:
- New menu rollout:
- Responsible: Head Chef & Sous Chef (test recipes).
- Accountable: Landlord.
- Consulted: Bar staff, regulars.
- Informed: Delivery drivers, part-time staff.
(Outbound link: Atlassian RACI Guide)
Step 3: Plan Communications
Communication makes or breaks pub changes. Without it, staff feel blindsided and customers feel ignored.
Pub Comms Plan:
- Staff: Pre-shift briefing + WhatsApp group updates.
- Regulars: Posters, Facebook events, table talkers.
- Landlord/Brewery: Email updates + monthly check-ins.
- Council (if needed): Compliance notifications.
Step 4: Train & Prepare Staff
Staff resistance often comes from fear of failure. Training removes that fear.
Tips:
- Run short, focused training on new systems during quiet hours.
- Use role-play for customer comms (“What do we say when someone asks why their favourite ale’s off?”).
- Provide cheat sheets (one-pagers behind the bar).
(Outbound link: CIPD Training Resources)
Step 5: Pilot & Test (Don’t Go All-In)
Avoid the “big bang” approach. Test small, then expand.
Pub Example:
- Trial new Sunday roast menu for 2 weeks with 20 covers.
- Trial new rota app with 2 staff before rolling out to all.
- Trial new supplier with 1 beer line before switching entire cellar.
Step 6: Manage Resistance Proactively
Resistance is natural. Plan for it.
Playbook:
- Listen: Let staff voice concerns early.
- Empathise: Acknowledge the disruption.
- Support: Offer extra training.
- Reward: Recognise those who embrace change.
(Outbound link: Forbes: Overcoming Resistance to Change)
Step 7: Generate Quick Wins
Nothing kills momentum like waiting months for results. Celebrate small wins quickly.
Pub Examples:
- Announce “We saved £50 in wastage this week!” at team briefing.
- Offer a free pint to the first staff member to log rota swaps correctly.
- Post a Facebook update: “First 50 roasts SOLD OUT!”
Step 8: Review, Refine & Embed (Refreeze)
Once change works, lock it in.
- Update SOPs (Standard Operating Procedures).
- Add to induction training for new staff.
- Build checklists to sustain.
- Celebrate success stories.
Pub Example: After successful stock control changes, include cellar checks in every shift checklist.
(Outbound link: Lean Enterprise Kaizen)
Case Studies: Pubs That Implemented Change Well
The Red Lion (Success)
Trialled a new menu with regulars → consulted staff → celebrated first quick wins → increased Sunday covers by 40%.
The White Swan (Success)
Introduced rota app gradually → trained staff → rewarded early adopters → rota disputes down 70%.
The Queen’s Arms (Fail)
Rolled out new POS system overnight → no training → chaos on opening weekend → staff turnover rose.
(Outbound link: CAMRA Pub Campaigns)
Toolkit for Landlords: Implementation Pack
- SMART Goal Sheet – Print and fill for each change.
- RACI Template – Assign roles clearly.
- Comms Plan Template – Who, What, How, When.
- Resistance Checklist – Signs resistance is building.
- Quick Win Celebration Ideas – Rewards list.
Conclusion: Implementation = Profit
The difference between pub chaos and pub success isn’t the idea — it’s the implementation. By setting SMART goals, assigning roles, training staff, piloting changes, managing resistance, and embedding improvements, you make change stick. Do this consistently, and your pub runs smoother, your staff are happier, and your regulars stay loyal.
For more guides, checklists, and practical landlord tools, head to smartpubtools.com/blog. To make your pub promotions effortless, use the AI-powered assistant at smartpubtools.net.