This level of analysis really helped them to understand exactly what it was that made their pubs popular and not popular… Once equipped with this knowledge, they were able to put in design and operating practices which meant they were able to grow and maintain profitable sales.
It is these details that can set us apart.
Think about your favourite shop… why is it your favourite? They don’t do anything particularly different from any other shop but there is a constantly crisp, clean smell to the store, the assistants recognise you and can recommend items, or they may even offer you a drink while you browse.
They don’t have to do this, it doesn’t define them as a brand, but together they convince you to return to their shop rather than any other. Customers like to feel they are getting something over and above what they are paying for.