We spotted a large pub belonging to a major national chain and thought it would fit the bill perfectly.
Unfortunately, we didn't stay long enough to order anything.
The pub was enormous, with what we estimated to be around 100 tables. Yet virtually every table we could see was covered with the debris left by previous customers. There were dirty glasses, used cups and crockery everywhere, while many of the tables themselves were smeared with food or sticky from spilt drinks.
It wasn't simply a case of arriving just after one particularly large party had left. The scale of the problem suggested tables simply weren't being cleared.
What made the situation even more surprising was that members of staff appeared to be standing around chatting rather than tackling what was an extremely obvious problem.
We weren't the only people put off. During the short time we were there, we noticed other prospective customers walking in, looking around and promptly walking straight back out again.
We did exactly the same and spent our money elsewhere.
How Much Business Was Walking Out of the Door?
This is where pub owners and operators need to look beyond cleanliness as merely a housekeeping issue.
It's a sales issue.
Imagine that ten couples walk away during a lunchtime because there isn't a clean table available. If each couple might have spent £30 on food and drinks, that's £300 in lost sales.
If the situation persists for several hours, the potential loss becomes substantial, not to mention the damage caused when customers tell friends, leave poor reviews or simply decide never to return.
The frustrating thing is that this is an entirely preventable problem.
Managers Need to See What Customers See
Every pub should have somebody responsible for regularly walking through customer areas and viewing them from the perspective of somebody who has just entered.
Are there clean tables available?
Are glasses and plates being collected?
Are food spills being wiped immediately?
Are toilets being checked?
Is rubbish being removed?
If the answer to any of those questions is "no", somebody needs to deal with it.
Managers should also establish clear table-clearing responsibilities rather than assuming "somebody will do it". During busy periods, designated staff could continuously circulate through the pub collecting glasses, clearing plates and wiping tables.
A simple rule might be that an empty table should be cleared and cleaned within five minutes whenever staffing levels permit.
Staff Need Leadership
It is easy to blame individual employees, but if several members of staff are chatting while dozens of tables remain dirty, that can indicate a management problem.
Staff need clear expectations, proper training and managers who are visible on the floor.
Technology can help too. Modern till systems can provide managers with information about how busy the pub is, allowing them to anticipate peaks and make sure sufficient staff are available.
But ultimately, somebody needs to look around the room.
Clean Tables Are Part of the Product
Customers don't just buy beer, coffee, burgers or fish and chips when they visit a pub.
They're buying the whole experience.
A perfectly good meal served at a sticky table surrounded by somebody else's dirty glasses isn't a good experience.
And customers have plenty of alternatives.
We found one.
The pub we visited that lunchtime didn't simply lose the price of two meals and a couple of drinks. Judging by the number of other people turning around and leaving, it was potentially losing hundreds of pounds.
For pub owners and major chains, there's a very simple lesson here:
Before spending fortunes trying to attract more customers through the door, make sure the ones who have already walked through it can find somewhere clean to sit.
Have you ever walked straight back out of a pub, café or restaurant because it looked dirty or poorly managed? That's Food and Drink would be interested to hear about your experiences.











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