The Value And Excellence Scale

QUALITY NEEDS VALUES

Revisiting Georgham - another favourite spot in North Devon this week, we were again reminded about the 'UP' and 'UP AND OVER' theory that I proposed at the start of the trip.

On this journey, it's been clearly shown where some places have continued to thrive while others have lost out to complacency. Reliance on previous good ratings must be a common problem for many establishments. If they seemingly drop the ball for even a moment to allow disgruntled customers to leave a low rating on Trip Advisor, it can mean a decline in visitors & revenue - which then has a knock-on effect with the quality of staff employed and further adds to the downfall of a potentially great establishment as they struggle to cope with tired, over-worked, under-qualifies staff. 

We witnessed this effect recently at one place where they clearly failed to appreciate the relevance of leadership - leaving inexperienced staff at the helm in the True Lovers Knot), who didn't pay heed to the small details (bizarrely, replacing loo rolls is high on the list for complaints on Trip Advisor) and lost focus on the fact that the customer is always right. It's amazing what a complimentary desert or drink on the house can do to correct a minor - or even a major niggle - yet this has rarely been offered in the places where I've had to speak up lately.  

It's not just the establishments that fail to recognise leadership and over-delivering on service for retaining happy punters, it can also catch out the long established venues too. So many places think that having good reviews entitles them to hike up the prices. They need to retain a measure of humbleness like Pumblechooks do - a particular favourite of mine in East London, yet they get above themselves time and again. This is a big problem for a lot of places that I've frequented over the years and why very very few stay 'UP' (certainly in my estimations) for very long. 

It's a fine balance giving quality and value at the same time. The Kings Head in Hursley had it but alas, has it no more. But the Kings Arms in Georgham had - and still has it 10 years on. It's a real achievement, even with new management and so many different staff over the years, to retain the core values that mean this place can provide such a high level of quality food & drink. And all delivered with consistently great service at such great value, in comparison to the many other over-priced places around today and likely, not tomorrow.