Making a Feature out of Customers' Thanks

Making a Feature out of Customers' Thanks

The Willow Tree, Nottingham receives so many cards from customers thanking them for their outstanding hospitality that licensee Stewart Kirk and head chef Amanda Finney have created a display around the dining room entrance. “People read and comment on the cards; they’re like having an in house ‘Trip Advisor’ five star rating. The staff love the recognition too. It spurs them on,” explains Stewart. The Willow Tree’s success is no mean feat. Tucked away in a suburb of Nottingham, the former wet led pub was struggling when Stewart took over. Now trade is 50/50 wet/dry, business is up YOY and people travel from all over the city for the pub’s great food and drink, good conversation and excellent service. “I’m obsessed with standards. Our experience is that a pub will thrive if you treat customers right and give them an experience they want to come back for,” says Stewart.