Learn how the Pigs Nose Inn won up to 20% customer growth in five months
How the Pigs Nose Inn achieved up to 20% customer growth in just five months with Square and OpenTable.
In the heart of the vibrant seaside town of Devon lies the Pigs Nose Inn, a traditional English pub and an independent music venue that has become a beacon for locals and tourists alike. With a seating capacity for 400 guests and a lineup featuring renowned artists like Atomic Kitten and Lee "Scratch" Perry, the pub thrives on delivering exceptional customer experiences. Owner Joss Webber has been instrumental in transforming the pub into a bustling hotspot, and his secret weapons? Square and OpenTable.
Revolutionising operations with Square
In 2016, Joss made a strategic decision to implement Square as his preferred Point of Sale (POS) system. His motivation was clear – he wanted a fast, secure, and efficient method for processing touchless card payments. Square's user-friendly interface and robust suite of tools immediately caught Joss's attention. The results were astounding: in five months, its revenue has doubled. Joss attributes this remarkable growth to the seamless POS and the comprehensive tools Square offers.
One of Square's standout features for Joss has been the Square Kitchen Display System (KDS) and Square Team Management. These tools streamlined the pub's operations significantly. Orders, once manually transferred from the bar to the kitchen, now seamlessly flow through the Square KDS, eliminating delays and ensuring customers are served promptly.
The OpenTable advantage
Recognising the power of online reservations, Joss integrated OpenTable into his pub's operations. The impact was immediate and significant – a 10-20% increase in customers within just five months. OpenTable not only simplified the reservation process but also attracted patrons from afar. By leveraging OpenTable's platform, the Pigs Nose Inn gained visibility, drawing customers from locations as distant as London.
Furthermore, the synchronisation between Square for Restaurants and OpenTable apps allowed for seamless data sharing. This synchronisation enabled the staff to access real-time information, from floor plans and table statuses to customer preferences and allergies. This integration not only enhanced operational efficiency but also facilitated a more personalised dining experience, strengthening customer loyalty.
Empowering staff and enhancing efficiency
Square proved invaluable in staff management. The Square POS system and mobile app simplified scheduling, shift swaps, and time-off requests. With a staff size that doubled during summer, ensuring new hires were proficient with the system was crucial. Remarkably, it took less than 30 minutes to train staff on the Square POS system. Former employees from other POS systems attested that Square was, by far, the easiest to use.
Enhancing customer engagement
Joss leveraged Square's marketing features, utilising Square eGift Cards and offering birthday and holiday discounts. These initiatives significantly improved customer engagement, fostering a sense of loyalty among patrons. The ability to create tailored offers and rewards helped the Pigs Nose Inn maintain a loyal customer base, ensuring repeat business and positive word-of-mouth.
The road ahead
With the pub's popularity soaring, Joss envisions a future filled with opportunities. Square continues to play a pivotal role in his plans. Concert-goers are delighted with quick and efficient service, thanks to Square, enabling them to enjoy the music without any interruptions. For Joss, working with Square is not just about convenience; it's about elevating the entire business operation and, ultimately, the customer experience.
In just five months, the Pigs Nose Inn's journey with Square and OpenTable has been nothing short of transformative. From doubling revenue to enhancing operational efficiency and customer engagement, the synergy between these platforms has propelled the pub into a new era of success. As the Pigs Nose Inn continues to thrive, Joss Webber stands as a testament to the potential of innovative technology in revolutionising traditional businesses, showcasing that with the right tools, any establishment can flourish and exceed expectations.
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