As part of its commitment to helping its Publicans be the best they can be, Punch has today launched a detailed guide demonstrating the support services the business offers. This will ensure that its tied Publicans are able to make the most of their partnership and consistently deliver an excellent customer service.
The introduction of the new statutory Pubs Code has meant that Pub Company Codes of Practice are no longer applicable. This has led to an information gap for Punch Publicans as the Punch Code of Practice provided vital information on how systems and processes worked. The Services Guide has been developed to fill that gap and give Punch Publicans the important information they need.
The guide is split into three sections and covers every aspect of a tied partnership with Punch. It begins with ‘Starting Out’, for those taking on a pub for the first time, before ‘Services for Punch Publicans’, the final section then covers the rights and responsibilities of the landlord and Publican.
The first section, ‘Starting Out’, explains the information and advice the Publican will need as they begin to draw up their business plan, and also covers all aspects of the agreement and tie. The section ensures Publicans understand these and are aware of the legal and other steps that need to be taken before and immediately after signing the agreement.
‘Services for Punch Publicans’ details Punch’s award-winning support package, with assistance available on every aspect of the business, including sales and marketing, technical, supply, financial, repairs and maintenance. Finally, the third section outlines some of the key rights and responsibilities set out in Punch’s agreements including rent reviews, buildings insurance, repairs and renewal.
Duncan Garrood, CEO of Punch, commented: “We aim to provide our Publicans with the support they need to become the best Publicans they can be.”
“By putting their business needs firmly at the heart of our own business model, we aim to work with them to deliver the best consumer experience in the industry – meeting the needs of the modern world.
“We’ve decided to create a guide to all the services we provide and also the responsibilities of our Publicans, to make it as easy as possible for them to access support and run a successful, customer-focused business.”
Punch is also in the process of creating a second customer services guide for its Publicans in Scotland, who are not covered by the pubs code. This will sit alongside the enhanced Pub Sector Voluntary Code of Practice for Scotland, which has been formulated to set the standard for Punch in its interaction with its Publicans.