Why Stakeholders Decide if Change Sticks
In pubs, change never happens in isolation. Switch the menu, and chefs, bar staff, and suppliers feel the impact. Start a refurb, and regulars, neighbours, and even the local council will have something to say. Whether it’s staff rotas, beer lineups, or opening hours, every change touches multiple people. These people are your stakeholders, and how you manage them determines whether your plans succeed or flop.
Stakeholder mapping is about identifying everyone who has a stake in your pub, understanding their power and interest, and planning how to engage them. Get it right, and you build support, reduce resistance, and keep changes on track. Get it wrong, and you risk alienating staff, losing loyal customers, or clashing with your landlord.
What is Stakeholder Mapping?
A stakeholder is anyone who affects or is affected by your pub’s changes. That includes internal stakeholders (staff, managers, owners) and external stakeholders (regulars, suppliers, landlords, breweries, councils, community groups).
The most widely used tool is the Power/Interest Grid, which plots stakeholders on two axes:
- Power: their ability to influence decisions.
- Interest: how much they care about the specific change.
(Outbound link: MindTools Stakeholder Analysis )
Applying the Power/Interest Grid to a Pub
High Power / High Interest – Manage Closely
- Owners & Landlords: They hold the purse strings and property rights.
- Brewery (if tied): Controls supply, pricing, and contracts.
- Pub Manager & Senior Staff: Need to lead change on the ground.
👉 Example: Planning a refurb? Your landlord and brewery must be fully involved from the start.
High Power / Low Interest – Keep Satisfied
- Local Council / Licensing Body: They don’t care about your menu, but they do care about compliance, noise, and safety.
👉 Example: If refurbing, reassure council that building work won’t breach noise or safety regs.
Low Power / High Interest – Keep Informed
- Staff: Bartenders, cellar hands, chefs. They care deeply about rotas, menus, and workflow, but hold less formal power.
- Regular Customers: Strong emotional interest, low formal power. If ignored, they can damage reputation by word of mouth.
👉 Example: Test new menu items with regulars to win them over.
Low Power / Low Interest – Monitor Only
- One-Off Customers: Might notice changes, but won’t be heavily affected. Not a priority for consultation.
Communication Planning: Matching Message to Stakeholder
Internal Stakeholders (Staff)
- Channel: Pre-shift briefings, WhatsApp groups, one-to-ones.
- Message: Why the change matters, how it affects their role, what support they’ll get.
External Stakeholders
- Regulars: Posters, chalkboards, Facebook groups. Tone: cheeky but clear.
- Suppliers: Formal emails, contract meetings. Tone: professional.
- Landlord/Brewery: Written proposals, review meetings. Tone: detailed and data-driven.
- Council: Compliance forms, scheduled updates. Tone: formal.
(Outbound link: CIPD Stakeholder Communication)
Pub Scenarios: Stakeholder Mapping in Action
Scenario 1: Refurbishment
- High Power/High Interest: Landlord + brewery → detailed proposal, timeline, costings.
- Low Power/High Interest: Regulars → poster: “We’re levelling up — back open 12th May!”
- Council: Notify building works schedule.
Scenario 2: New Menu Launch
- Staff: Train bar/kitchen teams, get their input.
- Regulars: Invite top 10 loyal customers to a tasting night.
- Suppliers: Coordinate with new ingredient suppliers.
Scenario 3: New POS or Rota App
- Staff: Training sessions and trial shifts using new tech.
- Owner: Show ROI via time saved and reduced errors.
- Brewery: Ensure system integrates with ordering.
Barriers to Stakeholder Engagement
- Overlooking Quiet Voices – Kitchen staff often miss out on consultations, yet bear the brunt of changes.
- Info Overload – Customers don’t need technical detail; keep messages simple.
- Power Imbalance – Landlord demands can overshadow tenant needs.
👉 Solution: Use structured engagement. The RACI model (Responsible, Accountable, Consulted, Informed) clarifies who’s involved at each stage.
(Outbound link: RACI Matrix guide)
Case Studies: Pubs That Got It Right (and Wrong)
Case Study 1 – The Queen’s Arms (Fail)
Ignored regulars during refurb → regulars felt blindsided, footfall dipped for months.
Case Study 2 – The Red Lion (Success)
Mapped stakeholders before new menu launch → consulted staff and regulars → boosted Sunday roast sales by 40%.
Case Study 3 – The Ship Inn (Success)
Worked with council early in refurb plans → secured quick approvals → reopened on schedule.
(Outbound link: CAMRA pub case studies)
Practical Toolkit for Landlords
Stakeholder Power/Interest Grid Template
| Stakeholder | Power | Interest | Strategy |
|---|---|---|---|
| Landlord | High | High | Manage Closely |
| Council | High | Low | Keep Satisfied |
| Staff | Low | High | Keep Informed |
| Regulars | Low | High | Keep Informed |
Communication Matrix Template
| Stakeholder | Message | Channel | Frequency |
| Staff | Why + how changes matter | Briefings | Weekly |
| Regulars | Exciting updates | Posters/FB | Ongoing |
| Landlord | Progress + reports | Formal meeting | Monthly |
| Council | Compliance status | Emails/forms | As needed |
Stakeholder Meeting Agenda Template
- Purpose of change.
- Impact on stakeholder.
- Feedback session.
- Next steps & responsibilities.
Conclusion: Mapping Stakeholders = Smoother Changes
Stakeholder mapping isn’t a corporate buzzword — it’s a survival skill for pubs. By identifying who matters most, tailoring communication, and involving people early, you avoid backlash, build trust, and deliver changes that stick. Whether it’s a refurb, menu launch, or tech upgrade, remember: your pub runs on people, not just pints.
For templates, examples, and more landlord resources, check out smartpubtools.com/blog. To make your event promotion and customer comms effortless, try the AI-powered tool at smartpubtools.net.
