The Power of Word of Mouth

The Power of Word of Mouth: How Our Guests Become Our Best Marketers 

 

Ever wondered why you see the same faces behind the bar week after week? Or why Julian, our fearless leader, is almost always here (rumour has it his last day off was years ago, in case you’re wondering)? That’s not an accident. It’s a lifestyle choice. Or possibly a mild obsession. 

 

Here at The Upton, we know word of mouth is the real king. Forget flashy billboards or expensive ad campaigns—we’d rather have you telling your mates about your “life-changing” sticky toffee pudding or the time you nearly won the pub quiz (so close, Dave). 

 

Real Commitment to Customer Service (No, Really) 

 

You know that feeling when you walk into a place and actually feel wanted? That’s what we aim for. Not because some consultant told us it’s “on brand,” but because Julian will personally lose sleep if anyone leaves unhappy. And trust us, he doesn’t get much sleep as it is. 

 

We’re not ticking boxes here. We’re genuinely invested in making sure your pint’s perfect, your food’s spot-on, and your nan feels like royalty. If you spot a manager hovering awkwardly nearby, it’s not because they’re lost—it’s because they want to know if everything’s right. 

 

The Deal: You Feed Us Feedback, We Feed You food and some drinkies 

Here’s the deal: you tell us what’s great, what’s not, and whether the fish & chips were too crispy, and we actually listen. Shocking, we know. After every meal, every event, every quiz night, we’re keen to know what you loved and what made you roll your eyes. 

 

We send review requests (yes, we read them), chat in person (we are always up for a natter), and keep a close eye on every comment card and online review. Your feedback is our secret sauce. It’s what helps us tweak the menu, improve our service, and keep raising the bar—even if that means admitting the karaoke night was a questionable idea. 

 

Don’t get us wrong , leaving a nasty review , try bully us or just being downright nasty about things , the bearded one gonna get bear like no ones likes (being a little over protective). Always standing up the team that what he does and how much he believes in them . 

 

Staff Who Actually Care (It’s Weird, We Know) 

 

Our team isn’t just here for the paycheque (though let’s be honest, it helps). That “never takes a day off” attitude? It starts with Boss and seeps into the whole crew. They genuinely want to do a great job—mainly because they know that the 'bearded one' again, is watching, but also because pride in your work is kind of contagious. 

 

That’s why you’ll see familiar faces week after week, always eager to greet regulars and newcomers alike. We invest in training, encourage everyone to share ideas, and yes, we celebrate the little wins. If you mention a server by name in your review, expect them to be insufferably smug all week. 

 

Feedback: The Engine of (Sometimes Reluctant) Improvement 

 

We don’t collect feedback just for the fun of it. Every suggestion, every bit of praise, and every (constructive) moan gets discussed. Whether it’s a new vegetarian dish, a tweak to our wine list, or a suggestion for a themed event, we take it seriously—even if it means swallowing our pride. 

 

Some of our best ideas have come directly from you—our guests. And when things don’t go quite right, we see it as a chance to learn and do better next time. Or at the very least, come up with a creative excuse. 

 

Why Your Word Matters (More Than You’d Think) 

 

In the end, it’s your stories, your recommendations, and your honest feedback that help us grow. Every time you tell a friend about your experience, leave a review, or share a photo online, you’re helping The Upton become a little better—and a lot busier. 

 

So, keep spreading the word. And if there’s ever anything we can do better, just let us know. After all, this pub is as much yours as it is ours. (But if you want to swap with the boss for a day, be our guest—just don’t expect a day off.)