Improving Service Dramatically

Orchid Group Limited, having acquired several hundred pubs throughout the UK, put in place a huge investment programme. Many of their sites underwent complete creative restyling and contemporary refurbishment, along with investing in new, high quality cuisine and wine menus. Pubs were closed for several weeks, and large numbers of new staff were recruited for re-opening, to work alongside those who had remained with the company.

  • To provide a truly top-of-the-range customer service, to reflect the new high quality menus and surroundings
  • To refresh the attitude and behaviours of staff in connecting with customers, above and beyond the standards normally found in pubs
  • To bring together a team with a collective sense of purpose

INTERVENTION
Using experiential, drama-based techniques, workshops were designed to be engaging, enjoyable and morale-boosting for the participants. In just three hours of training Purple Monster turned disjointed groups into teams of keen, confident professionals, buzzing with excitement and raring to go for the re-opening...

The results of the 2 pilots were so far-reaching, delivering greatly improved customer service and such successful re-openings, that Orchid commissioned Purple Monster to deliver the training alongside its pub refurbishment programme across the UK.
The training has resulted in a positive transformation of Customer Service standards
Team members now enjoy good rapport and a collective spirit of commitment to the new Customer Service Standards
There has been a noticeable decrease in staff turnover

I can tell instantly, the moment I walk into any of our pubs, which ones have had Purple Monster’s workshop. The impact is that noticeable.”

Stuart Ogden - Head Investment Training Manager