Annex G
RETAILER WELCOME PACK
INTRODUCTION
Key Contacts within Punch
Frontline—(number given) Business Relationship
Manager (BRM)
Regional Operations Director (ROD)
Sales and Marketing Executive (SME)
Customer Account Manager (CAM)
Machines & Vending Manager (MVM)
Telesales
Technical Services
Insurance Department
Recruitment Team
To get in touch with any of the above please
ring frontline
Introduction to Punch
Punch is one of the most progressive and innovative
pub operators in the UK. We are committed to working with you,
our retailers to help build your business and to create a successful
partnership for the future. Below is our company structure, which
shows you a breakdown of the key areas of our business.
Our Commitment to you
One of the foundations of our relationship with
you is our Punch Retailer Charter. This is designed to outline
our commitment to you during the key stages of our relationship
and clarify any questions you may have about areas like reviewing
your rent.
The Charter, along with your agreement and this
pack, should give you a detailed outline of our relationship going
forward.
Developing your business
At the heart of our relationship with you is
your Business Relationship Manager. What you can expect from your
BRM is outlined in detail in the Retailer Charter, but we felt
it was important to outline the BRM's key areas of responsibility.
BRM's are focused on delivering first class financial and business
planning support. They work closely with you to consider product
mix and profitability, review retail pricing, identify cost savings
and maximise opportunities for business growth.
They also have access to state of the art business
planning software which allows you to work with them to plot the
future development of your business.
Enquiries on other subjects can be directed
to frontline on the number above, who will make sure you
get the answers you need.
Frontline
frontline is a service we provide to
give you a single point of contact for your routine enquiries.
Through this number you can contact telesales
or customer services by making the following selections.
1. To place your drinks order.
2. To report a distribution issue.
3. To report an ullage request.
4. To report a repairs issue.
5. For all other enquiries.
All enquires are logged and assigned service
levels based on the type of query. frontline is manned
Monday to Friday 08.00—18.00.
For further details refer to the Customer Service
page in the Retailer Charter.
Marketing Your Pub
At Punch Taverns we offer a variety of ways
to help you build a better business through our marketing and
promotional support and the "family" of literature produced
and mailed to you on a regular basis.
Connect
This brochure is our main tool for advertising
forthcoming promotions. It is sent out every four weeks and the
promotions within it can be ordered via your telesales representative
with your normal order. These include a mixture of price, free
stock and retail promotions. Please make the most of these offers
because, with more than 12 promotions every month, there is plenty
for everyone!
Promotion kits
In addition to those promotions within the brochure
Connect, we can also offer extra promotional kits in conjunction
with the brand owners on an ad hoc basis. If these are
not featured in Connect, they will be allocated by our telesales
representatives, by direct mail to your pub or through BRM nomination.
Finest Cask
Finest Cask is a rotational "real"
cask ale programme available to all pubs. The scheme enables dedicated
cask ale pubs to sell a larger variety of cask ales. There are
four rotations per year, each rotation containing a minimum of
15 different cask ales. Once registered, you will receive a promotional
pack to get you started. If you would like to register contact
frontline or talk to your BRM.
Connect to Buying Power
We are pleased to be able to offer you some
great deals on non-drinks products such as food, cellar gas, stock
taking and cigarettes. Connect to Buying Power has details of
more than 30 suppliers and should help every pub to save money.
These suppliers will also be featured in Connect and will help
you make the most of these deals. If you would like a copy please
ask your BRM or telesales representative.
Supplier Sales Drives
We selectively get the opportunity from suppliers
to feature new products for you to stock in your outlet. The usual
way you will find out about these is in Connect or via telesales.
However, from time to time, we will ask our suppliers' sales forces
to assist us in making these available and they may be in touch
with you.
Marketing Survey
Every year we aim to improve our services by
asking you what you most need from us. The questions take about
30 minutes to answer as part of a phone interview and include
everything from whether you promote Burn's Night to if you need
an increased wine range. Your answers are invaluable to us in
developing promotions.
Drinks Price Lists
Our Marketing Department is responsible for
the production and maintenance of all wholesale price lists. These
will be sent to you following each national wholesale prices change.
If, for any reason, you need extra copies please contact frontline
or speak to your BRM.
Drinks Orders
You will receive a telephone call from your
regular telesales representative at an agreed time on your scheduled
order day. Please make yourself available to take the call and
have your order ready. During your call, you will be informed
of relevant promotions and products for your business.
Deliveries and Technical Services
An explanation of our policies on delivery and
technical services is given in the Retailer Charter. Questions
that aren't answered by this can be directed to frontline.
Financial Information
Credit terms are offered within our company
guidelines and are based on the level of security lodged and the
level of ownership of fixture and fittings purchased.
Financial Support
You will receive notification confirming your
payment terms together with the contact details and name of your
nominated Credit Assistant. If this is not the case and you have
any questions please contact (number given) and ask for Credit
Services.
— Your Credit Assistant works closely
with your BRM and will manage all aspects of your trade and rent
account. Should you have any queries or require support please
contact them directly to discuss the options available to you.
— Your trade and rent accounts will
operate as one combined account with payment for both due on the
same frequency. Statements will be produced in line with our calendars.
— You will receive separate invoices
for goods and property charges.
— Our bank accounts are held with Barclays
Bank.
— If you have been offered credit terms
you should complete a direct debit mandate.
— Our standard direct debit collection
dates are Tuesdays unless otherwise advised.
— If your terms are cash you will be
provided with a Barclays paying in book. We would ask that you
deposit all cash using the book provided at any branch of Barclays
Bank.
— If you trade on cash, telesales will
provide you with the value of the order, a week's property charge
plus surcharge if applicable.
— We accept payment via debit card
and credit card. Credit card payments will incur a 2% handling
fee.
— We do not automatically charge interest
on overdue debt, however, we do reserve the right to do so.
— If you pay by cheque or direct debit
and your bank returns a payment unpaid, we reserve the right to
charge a £25 fee.
— Deposit and Decoration Fund interest
will be calculated and added to your balance with Punch Taverns
on 5 April and 30 September each year. At this time statements
will be produced and distributed to you within five weeks of the
statement date.
For further details of our service and commitment
levels relating to credit please refer to our Retailer Charter.
LEARNING AND
DEVELOPMENT
Modern Licensed Retailer (MLR) 10 Day Introductory
Programme
This is a compulsory course for both new recruits
and those with trade experience. It covers all aspects of the
licensed trade in a stimulating, challenging and fun manner.
This workshop has proved to be an invaluable
source of information on the many facets of our business.
The MLR is delivered by a national team of hand
picked independent training providers and is the winner of the
coveted National Innkeeping Training Award.
This comprehensive 10 day course covers all
topics indicated by the British Institute of Innkeeping (BII)
for its National Certificate for Licensees (NCL), the Introduction
to Licensed Retail Operations Certificate and the National Certificate
in Licensed Retailing, and by the Chartered Institute of Environmental
Health for its Foundation Certificate in Food Hygiene.
Investment Support Programme (ISP)
Like all our learning and development programmes
the ISP is tailored for the many hundreds of retailers who chose
to develop their business through an investment scheme.
Hundreds of different investments are completed
each year supporting a range of positive reasons to invest in
an existing pub business:
— The pub is extremely successful and
requires an increase in trading area to satisfy customer demand.
— The retailer or BRM has identified
an opportunity for the pub to develop a new product (ie food;
accommodation etc).
— The pub is "tired" and
needs a "wash and brush up" to meet customer expectations.
— The pub has been closed and investment
will re-launch the business to a new set of customers. Many pubs
in this category have been run on a temporary basis awaiting investment
and a new operator.
Almost all investments are driven by either
a desire to make the most of the existing business or a desire
to enter a new area of business and attract new customers.
The course is delivered personally by our talented
team of training professionals. By appointment they arrange two
full day consultation visits to your pub to discuss your business
plan and identify and assess your personal development needs.
This really allows them to provide you with the tools to make
a difference to your business.
Topics covered:
— The strategy for the capital investment
being made.
— Financial disciplines and controls.
— People and the key contribution they
make towards success.
— Competitors, their threat and reaction
to your investment.
— Marketing and how to get your new
facilities known about.
— Food, profitability, style and controls.
— House standards, the importance of
high standards.
— Overall analysis and reports.
eX! Factor Programme
Usually this two day workshop is designed and
delivered to our more experienced retailers who are at the stage
in their careers where they want to add that "certain something"
to their business.
Candidates are exposed to the very best strategies
and techniques in building a profitable and sustainable business.
The workshop really challenges retailers to think differently
and exposes them to methods of optimising every element of their
business.
The programme focuses on building businesses
on exceptionally strong supportive foundations. The methods and
techniques are brought to you by a Punch Taverns' Learning and
Development Manager.
This flagship learning event is usually held
in a hotel near you, followed by a workshop dinner which is attended
by the Regional Operations Director, providing further contacts
within Punch.
For further details about all the learning and
development opportunities available please speak to your BRM or
contact frontline.
YOUR PROPERTY
Buildings Insurance
Insurer. In line with the majority of Punch
agreements we provide a building insurance policy for all sites.
Insurance will only be charged if there is a provision in your
agreement to do so.
Cover is taken out by us and is recharged to
you in line with your rent account. The charge is calculated against
the re-instatement value of the property and VAT is applied to
90% of the premium.
A summary of cover details is available from
the insurance department via frontline.
Policy Cover
The cover in place is fully comprehensive material
damage cover. All risks are insured and should you see a reduction
in your turnover following a loss or your premises are closed,
then you can claim for a maximum period of 36 months. Drain issues
and subsidence are covered but there are policy exclusions applicable,
therefore should any of these problems arise please seek further
advice either from HSBC or the Insurance department at Head Office
contactable via frontline. Terrorism is also covered.
There are various policy excesses which will
be charged to you should you make a claim, depending on the type
of lease/tenancy agreement. The insurance department will be able
to advise on your individual agreement.
Property Repairs
For those retailers not on fully repairing agreements
please call frontline for emergency repairs. Once your
call has been logged a frontline operator will contact
the relevant contractor and your dedicated Estates Surveyor who
will oversee the repairs process and ensure you are kept fully
updated throughout.
In some cases you may be contacted (where appropriate)
by the contractor directly.
Health and Safety
Health and Safety in the pub is covered in our
compulsory Modern Licensed Retailer course. We also offer you
some useful tips on our retailer website www.punchtaverns.com.
We would also recommend you seek advice from a recognised organisation
such as the British Institute of Innkeeping.
Utility Suppliers
New retailers are required to register their
occupation at the outlet with the following people:
— Gas supplier (if in doubt of supplier,
please call Transco who will be able to tell you who your supplier
is).
— Electricity supplier (if in doubt
of supplier, please call Energy Watch who will be able to tell
you who your supplier is).
— Local council—to register for
business and domestic rates.
By contacting these companies, and informing
them that you are now the new occupier of he outlet and the date
you formally entered the premises, you will prevent any of these
companies requesting payment of the previous occupier's bills.
Investing with Punch
Last year we invested over £32 million
with 500 retailers. If you are interested in investing in your
pub with us, a dedicated Development Manager will identify the
most effective way of meeting your agreed business objectives.
They will then coordinate the whole project, enabling you to concentrate
on recruiting and training the right staff in readiness for the
re-launch of your business. For further details about investment
opportunities please refer to the Retailer Charter.
YOUR AGREEMENT
Retailer Agreement
We offer an evolutionary Retailer Agreement
that will help you to extend your tenancy or lease. This flexible
agreement approach can be tailored to suit your business requirements
while offering a variable length of term in blocks of five years—for
further details please refer to the Retailer Charter. If you would
like to discuss how to renew your agreement please speak to your
BRM. Further details of the renewal process can be found in the
Retailer Charter.
Rent Reviews
At Punch we recognise that calculating rent
is not an exact science. Your BRM will work with you in arriving
at an agreeable figure. We use recognised valuation methods and
strive to be open, helpful and constructive throughout the process.
For full details please refer to the Retailer Charter.
Transferring Your Agreement
We offer you the ability to transfer the remaining
years of your agreement to another interested party. The legal
term for this is an assignment.Our dedicated in-house Transfer
Team (Assignment Bureau) will guide you through the process.For
more details please refer to the Retailer Charter or contact the
Transfer Team via frontline.
Machines and Vending
We work with and manage all of your retailer
machine and vending needs. Our Machines and Vending Managers (MVMs)
provide specialist machines knowledge and work in tandem with
you, our suppliers and BRMs to provide retailers with the maximum
earnings potential. MVMs will visit and discuss your individual
needs for all gaming machines, cash machines (ATMs), cigarette
machines and other vending products.
Cash Machines
ATMs (Automated Teller Machines) can be leased
under agreement from Punch Taverns. They provide an excellent
way of building sales by improving business cash flow. There are
many benefits of a cash machine. They attract new customers, encourage
additional spending, retain existing customers for longer and
reduce banking charges. We purchase the machine from our dedicated
provider. You pay a weekly rental and earn a share of the transaction
fee which is levied on the customer.
Cigarette machines
For use by customers can be provided to you
by dedicated Punch suppliers.All other vending needs can also
be provided by our suppliers, including products such as sweets,
condoms, nuts and toys. A full list is available on request. For
further information about any of the above please contact frontline.
A representative will put you in touch with your MVM.
Brulines
Punch Taverns has committed major investment
in the development and installation of Brulines Dispense Monitoring
Equipment. This equipment can provide many benefits to you: Those
of you with EPOS can carry out by the hour comparisons between
actual volumes dispensed and EPOS receipts.
For those of you without EPOS but with access
to the Internet, Brulines can be accessed by logging onto our
dedicated retailer website via www.punchtaverns.com. Punch will
provide you with an access code enabling you to obtain, by the
hour, draught trading information on your pub.
This information can be used to help with staffing
levels and promotional evaluation of products and we hope you
will access this data to help you build a better business.
Brulines Customer Account Managers (CAMs) work
very closely with both you and our BRMs. They will visit you to
discuss the data and any variances. Please assist your CAM should
they visit, allowing them access to the cellar/stock to record
stock levels. The CAM may need to check the equipment is recording
correctly and will reimburse you at cost for any stock wasted.
If you need to contact your CAM please log a
call with frontline.
COMMUNICATIONS
Newsletter
To keep you up to date with the latest news
from Punch, the pub industry, and news on other Punch retailers
you will receive a monthly newsletter.
Web
As a Punch retailer you have exclusive access
to online information through our retailer website. Please visit
www.punchtaverns.com and click on the "our websites"
section.
The site offers you a number of benefits including:
— Access to your Brulines data-information
recorded from the dispense monitoring equipment in your cellar.
— The latest editions of Connect, Buying
Power and Inspiration.
— Sections on training, investments,
machines, marketing, recruitment and frequently asked questions.
— A version of this Welcome Pack for
you to download.
Once on the retailer site, you can register
by simply clicking "I would like to obtain a User ID and
password"
Survey
We value your feedback. As a Punch retailer
you will be asked to take part in an annual retailer satisfaction
survey. Your feedback will be used to develop the support that
we offer to you. You will be contacted in advance of the survey
and asked if you would like to participate.
Forums
We hold regular retailer forums. Dates and venues
of these will be communicated through your retailer newsletter.
The forums offer you an opportunity to meet with other Punch retailers
and your Regional Operations Director to discuss your relationship
with Punch and new initiatives. They are an excellent way of sharing
ideas and learning from each other.
Shine Awards
The Shine Awards is a retailer awards programme
that sets out to identify those retailers whose everyday contribution
really does make a positive difference to a customer's experience!
Full details of how to participate in the Shine
Awards can be found in your retailer newsletter on the retailer
website via www.punchtaverns.com.
For more details on any of the above please
contact frontline.
RUNNING YOUR
PUB
Recruitment
With over 7,000 individual businesses it is
vital that Punch Taverns has the right retailer developing the
right outlet to its maximum potential. Punch Taverns can only
achieve this through our continued recruitment of successful business
partners.
If you feel the time is right to expand your
business please contact our recruitment team or visit our website
at www.punchtaverns.com to view our current vacancies.
Alternatively, if you know a suitable operator
please nominate them to your BRM. If your nomination is unknown
to Punch and they progress to signing a Punch agreement, a cheque
for £500 will be paid to you thanking you for the introduction.
For further details about the recruitment team
please refer to the Retailer Charter.
Smoking Charter
There has been a great deal of press coverage
regarding possible enforcement of a smoking ban in public places.
In New York where a no smoking policy in public places has been
enforced it is estimated that pubs have suffered up to a 26% loss
in trade—we therefore need to ensure we work with all our
retailers to ensure a voluntary compliance to an appropriate Smoking
Charter is achieved.
This should be discussed with your BRM and assistance
will be provided to ensure the appropriate charter pack and stickers/tent
cards are supplied.
USEFUL CONTACTS Association
of Licensed Multiple Retailers—0208 579 2080 website www.almr.org.uk
British Institute of Innkeeping—01276
684449 website www.bii.ora
British Beer & Pub Association—020
7627 9191 website www.beerandpub.com
Brulines—01642 358800 website www.brulines.com
AMRA—01727 867201 website www.camra.org.uk
Federation of Licensed Victuallers' Associations
(FLVA)—01484 710534 website www.flva.co.uk
Society of Independent Brewers' Association
(SIBA)—01845 565614 website www.siba.co.uk
Society of Licensed Victuallers (SLV)—01344
884440 website www.siv-online.org.uk
Scottish Licensed Trade Association (SLTA)—0131
225 5169
The Publican 0208 565 4200 website www.thepublican.com
Morning Advertiser—01293 613400
BUILDING BETTER
BUSINESSES
At Punch we strive to help all our retailers build
better businesses, while respecting your desire to be your own
boss
This brochure reflects our innovative and market
leading approach to pub retailing, which makes us the pub company
of choice for people with the passion and desire to run their
own business.
Individuality
Because our sites are segmented, we can match
a pub's personality and characteristics with yours in order to
find the right business opportunity.
Read more in Segmentation, page 3.
Choice, Flexibility and Clarity.
We offer choice through an agreement individually
negotiated to reflect your specific business needs.
Read more in Retailer Agreement, page 5.
Honest and Open
We believe in a relationship based on rights
and responsibilities, a true partnership.
Read more in Retailer Charter, page 7.
Learning
Our award winning training programme will enhance
your skills and help you develop new areas of expertise.
Read more in Training, page 7.
Recognising your Needs
Support and advice is always available, whether
it's building a business plan for the future or merchandising
your bar.
Read more in Retailer Support, page 9.
Investing.
Our investment team can work with you to make
your ideas and visions a reality.
Read more in Investments, page 10.
BUILDING BETTER
BUSINESSES
www.punchtaverns.com
Punch has one of the largest pub portfolios in
the UK and the whole portfolio, is constantly developing through
acquisition, investment and the changing trends of the pub sector
A HUGE VARIETY
OF PUBS
CROSS-SECTION
SEGMENTATION
Segmentation
Intense competition within the sector has led
many retailers to diversify their offering. Developing quality
food offerings, focusing on live sport, even adding cash machines
and post office services to pubs are all examples of how diversification
can boost customer loyalty—and profits. Such is the range
of pub types included in our estate, the company has created individual
categories, or segments, to help characterize them.
There are 11 segments in all, each with their
own trading and customer distinctions.
Working out which segment a particular pub falls
into is achieved by answering a series of questions about everything
from location to product mix and customer profile.
The process—known as segmentation—has
many benefits for the pub company and the retailer. It makes it
easier for both parties to understand the market in which they
operate, and be far more targeted with investment schemes and
product promotions. It allows our retailers to strive to become
the best in a segment or to move segment.
It also aids recruitment, ensuring new retailers
are quickly matched with pubs that complement their skills and
their business plan. The breakdown of each segment is as follows:
01 Basic Local
These are community pubs, mostly located in
high density residential areas. Trade is focused on regular drinkers
and tends to be wet led with little food. Beer, cider and spirits
are the big sellers. Most show televised sport. Customers are
predominantly male with the proportion of female customers relatively
low.
02 Mid Market Local
The "traditional British pub" as depicted
in television soaps. Again they are situated in residential areas
and most offer some sort of food. There may also be themed evenings,
quizzes, darts or pool. Customers tend to use the pub to meet
friends and relax.
03 Upmarket Local
While still community pubs, upmarket locals
are generally found in low density housing areas. The retail offer
will be premium with quality food representing a significant part
of the trade. For this reason the proportion of women using these
pubs is higher than most of the locals.
04 Young Local
Younger customers aged 18-30 are the focus here.
Pubs draw custom from the surrounding area—they are still
"locals" rather than on the drinking circuit. The pubs
tend to have a modern, trendy feel. Amusements including pool
tables and machines will feature and chart music and video screens
will be prevalent. Draught lagers are the most popular drink.
05 City Local
As the name suggests, these are found in city
or town centres but away from the young people's circuit. Trading
is highly competitive and the offer will include basic pub food
and snacks. Local workers and shoppers provide passing trade in
the daytime—residents will normally use the pub in the evening.
06 City Dry Led
Centrally located but offering high levels of
food, city dry led pubs target the same customers as city locals.
Pubs tend to be larger and they may have function rooms and restaurant
areas.
07 Chameleon
Also centrally located but the pub's character
changes from day to night to attract different types of customers.
The venue may be a subdued coffee bar in the day serving office
workers and shoppers, but a vibrant young people's bar with loud
music by night.
08 Circuit
Pubs will be on or near the young people's circuit.
Expect loud music, possibly a dress code and door staff. Food
is less important while lager and spirits generate strong sales.
09 Premium Dining
These are destination food led pubs in more
upmarket areas. Restaurant quality food served with flair will
account for more than 50% of sales. These pubs are definitely
a refuge for adults away from children.
10 Value Dining
Again focusing on food these pubs offer good
value for money, so often attract families. They are welcoming
to families particularly during the weekend and early evening.
11 Venue
Distinctive, wet led pubs, that draw clientele
from a wide catchment area because they offer something special.
This may be live music or entertainers. The
pub could also be a meeting point for a specific customer group,
for example bikers.
You've chosen your ideal pub—surely the
agreement you get is predetermined by the pub company which owns
it? That's not the case with Punch.
OUR RETAIL AGREEMENT
OUR RETAILER
AGREEMENT CHOICE:
FLEXIBILITY: CLARITY:
ADDED EXTRAS
Choice
Our relationship with a retailer starts with
choice. We are the first pub company to offer choice through one
agreement rather than a selection of defined leases and tenancies.
It means you have scope to choose:
— The number of years: from five to
30, in five year blocks.
— What you purchase from us: from a
full drinks tie to a release for specific drink types according
to the needs of your business.
— The brands: we offer a huge range
of leading drinks brands to keep all your customers happy.
— The rent you pay: the rent will inevitably
reflect the overall profit opportunity of the business and the
package of benefits you choose.
— The price you pay for the products
you buy: it's about the actual price you pay, not a target driven
discount you might earn. We offer guaranteed off invoice discounts
throughout the agreement.
— The responsibility for repairs: most
retailers happily take a full repairing agreement if the pub is
in a reasonable state of repair—and that's our aim. Others
may prefer a shorter internal repairing option within their agreement.
— The machine income: receive specialist
advice to help maximise the income derived from all types of machines,
from AWPs to ATMs. We share the income equally between us.
Flexibility
We provide the security of a long term agreement
while at the same time recognising the need for flexibility.
So you have two options:
1. To come out of the pub within the first
12 months or
2. You can sell the agreement on to another
retailer after two years. The choice is yours when you sign the
agreement.
But we're confident you'll want to stay, continually
building up your business and reaping the rewards for the full
term.
Clarity
Our agreement has the Plain English Crystal
Mark accreditation, which helps both parties understand their
rights and responsibilities. It also means less time "translating"
jargon with solicitors, reducing associated costs and processing
your application more quickly. We format the agreement in easy
to follow sections based on key retailer activity triggers and
areas of responsibility, which you can use as a reference point
throughout your time in the pub.
We promote an open and proactive approach towards
repairs, alleviating any fears you may have about a fully repairing
agreement. We will gladly share our survey with you.
And we will explain exactly how your rent has
been calculated and only review the base rent every five years—even
on shorter term agreements.
Added extras
Complete the agreement within four weeks and
we will pay our own legal costs. Since cash flow is so important
when starting up a business, we can arrange flexible financing
for purchasing trade fixtures and fittings. Each Punch pub comes
with a comprehensive information pack detailing the pub's trade
history and local demographics. This, along with a business plan
template and industry leading training, ensures you enter your
pub with a well thought out plan and effective business building
skills.
OUR RETAILER CHARTER: TRAINING
RETAILER CHARTER:
TRAINING
Retailer Charter
— An open and honest approach to the
business partnership from day one.
— Understand each party's commitments
and obligations.
— An ongoing reference point during
the business partnership.
At Punch we value the opinions of our retailers
and when they ask to address an issue, we do.
This is exactly how the Retailer Charter came
into existence. The need for a reference document summarising
all aspects of the pubco/retailer partnership was highlighted
at one of our regional retailer discussion forums.
It is an idea that benefits us both. Through
the Charter we can explain from the outset exactly what we as
a company pledge to deliver during the agreement—and in
turn what we expect from retailers in order for it to be a success.
The Charter includes sections on:
Business Planning
Investing with Punch
Agreeing your Rent Review
Renewing your Agreement
Assigning your Agreement
Customer Service Queries & Complaints
Procedure
Applying for a Pub
Service Standards
And perhaps most important of all, it's written
in plain English and jargon free.
New retailers receive their copy of the Charter
before signing any agreement or taking on a pub.
A pub lease is a long term business commitment
and we want people to be completely satisfied they understand
the terms before getting involved.
Training
— Modern Licensed Retailer—all
you need to know about running your own pub.
— Award winning training courses taught
by award winning training consultants.
— A range of additional business building
schemes.
Running your own pub is not just about pulling
pints. It requires a wide variety of business skills, all of which
are addressed in our 10 day Modern Licensed Retailer (MLR) training
course.
All our new retailers attend the MLR before
taking over their pubs. The course covers each topic indicated
by the British Institute of Innkeeping for its qualifying examinations,
including the National Certificate for Licensees, and also the
Chartered Institute of Environmental Health for the Basic Food
Hygiene Certificate.
Additional content ranges from market research
to cellar management, plus there are practical elements and presentations
from key Punch suppliers.
The feedback we have received from MLR attendees
has been generally excellent. The industry too has been impressed
and the MLR is the current holder of Best Targeted Training Course
in the National Innkeeping Awards—the only nationally recognised
training awards scheme for the licensed trade.
Training and exciting business building opportunities
with Punch continue throughout your agreement. These include eX!
Factor, a marketing and innovation workshop filled with ideas
for fuelling business growth, and our Investment Support Programme,
which will help you maximise profits following a refurbishment
project.
Training and exciting business building opportunities
with Punch continue throughout your agreement.
RETAIL SUPPORT: INVESTMENTS: WHAT NEXT?
RETAILER SUPPORT
— Working in partnership with your
business relationship manager you will develop an ongoing business
plan.
— frontline, Punch's customer
service helpdesk.
— Our buying power means you—and
your customers—get competitive deals.
Our agreement offers you a fantastic level of
freedom to run your business exactly how you want to. You are
your own boss, you make the decisions and, of course, take the
profits!
But that is not to say you are alone. Punch
is there to provide support whenever you need it in the form of:
— Business Relationship Managers (BRMs)
who will work closely with you on all aspects of business planning
and development. BRMs have access to the latest business planning
tools and, above all, plenty of industry experience.
— frontline, our customer service
helpdesk. This will be your first port of call for day to day
queries which we aim to resolve quickly and satisfactorily.
— Punch Telesales. Our in house service
will take care of all your product orders and keep you updated
on the latest promotions.
— Buying Power. The size of our pub
estate means we can negotiate fabulous deals on behalf of our
retailers. And it's not limited to beer. We have negotiated discounts
on everything from catering supplies to cash machines.
— Connect, a monthly brochure mailed
to all pubs is packed with marketing and promotional ideas and
constantly changing special offers.
Investments
— Tens of millions of pounds set aside
annually for supporting retailer investment schemes.
— Small scale refurbishment, or a major
structural overhaul—whatever is required to create your
dream pub.
— Access training support to maximise
your investment.
The benefits of investing in an outlet are far
reaching and widely accepted by most pub operators.
Indeed, a well planned and executed refurbishment,
successfully marketed to the right target audience, can have a
dramatic impact on a pub's trading performance.
Punch sets aside substantial funds every year
for joint investment projects with retailers. We offer professional
advice on the most suitable scheme and agree the level of financial
contribution required from the business.
The scale of investment varies from small schemes
of £20,000 to brighten up a pub, to major projects of up
to £500,000 which incorporate structural changes and building
work.
For all investments over £30,000, retailers
and their staff receive investment support training and there
are regular site meetings held throughout the work period to make
sure everyone is satisfied with the progress being made.
Upon completion of the investment there will
be a formal handover meeting, followed by two week and eight week
review meetings to ensure the project is having the desired effect
on your business.
What to do next?
— Complete an application form, either
as a hard copy or online by visiting www.punchtaverns.com
— Discuss your requirements with one
of our selection co-ordinators to find the right pub for you.
— Once you have found the right pub,
meet the business relationship manager (BRM) to discuss the vacancy
in greater depth.
— Draw up a business plan.
— When your final application has been
accepted, finalise and sign an agreement.
— Attend our 10 day Modern Licensed
Retailer course—held regionally so you shouldn't have far
to travel.
Time to put all that planning and training into
action—take over the pub and commence trading.
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