What does responsible retailing mean to us? It means doing our best by our customers.
So whether that’s ensuring excellent standards of food hygiene or using low sodium salt, we want to make sure each visit is great for our customers, but also good for them. We are avid listeners – we receive 500 pieces of customer feedback each month and publish these reviews on our website. We even complete a monthly mystery visit on every site to ensure our standards are kept high. With 93% of our customers giving us 4 or 5 stars out of 5 for ‘having a great time’, we know we’re doing something right. Not that we rest on our laurels.
We are always looking at ways to improve our offering and customer experience. We’re all about ‘having a good time’, but we are also committed to responsible drinking and have increased the choice of our soft drinks range, over the past two years, as part of this. We want everyone to have the best time, while we look out for their best interests.
As part of our Responsible Retailing goals, we support the 4 licensing objectives set out in the Licensing Act 2003; protection of children, crime and disorder, public safety and prevention of nuisance.
By working with all parties, both national and local, we help to create a safe late night environment. This collaboration and commitment to ensuring the safety of our staff and customers has seen venues throughout the country win ‘Best Bar None’ awards, the latest being Walkabout Glasgow.
Here’s just some of the ways we support the 4 licensing objectives:
Protection of Children
Our policy is to ensure that children under the age of 18 do not purchase alcohol. We have been proactive in our approach; as we have invested in ID scan technology in the majority of our venues, strengthening the checking of under aged customers.
During our time working with Serve Legal, our pass rate has risen from 51% to 94% – some of the highest compliance levels in the bar sector.
Crime and Disorder
We launched our own charter preventing irresponsible promotions. Subsequently, the ALMR published a guide on point of sale promotions, which was drawn up following consultation with the industry and relevant government departments. We actively follow this guide which you can find accompanying this presentation.
We operate a zero tolerance to drugs for both staff and customers. All venues have relevant notices displayed and we run random ‘drug dog’ searches throughout the year.
All of our staff are fully trained in the appropriate ways of controlling situations which could lead to violence. Working in conjunction with the police, we have introduced polycarbonate plastics at certain sites. CCTV is in operation across all venues, reducing the likelihood of violence.
To ensure public safety for both our staff and customers, we are committed to practising the following:
Incident management: industry-leading computer-based reporting system
Fire: risk assessments conducted in all venues with evacuation procedures in place
Certification: all venues certified through regular independent inspection
Food safety: external organisations carry out food safety audits on our premises and our suppliers
Door staff: we only employ Security Industry Authority (SIA) trained staff
Prevention of Nuisance
Our venue managers participate in local Pubwatch schemes wherever possible and in a number of towns and cities, Walkabout managers act as the Pubwatch chairperson.
The scheme encourages a number of different practises, including interaction with neighbours, noise risk assessment and a group dispersal programme at each venue.