The Dove Inn, Hammersmith

So I am not sure if this is the usually done thing but I feel a decent and thought through response to a few recent comments is the right thing to do as a manager who cares about the business, and an active pub lover myself. Firstly, I would like to say I totally respect everyones comments and opinions, good or bad.

Since I have been involved in The Dove, just over a year now, it actually has gone from strength to strength on a number of levels. One of which as a business that really exisits (if we're honest) to financially succeed, sales figures and cover count have dramatically increased and this has to be due to increased popularity, even if the pub has redifined it's offer to customers and thought about where and who has that demand for the pub nowadays.

It's true to say that the whole pub industry over the last 10 years or so has needed to change due to a change in culture, mainly affecting the local, wet led pubs we have. That is a reason why so many in the UK have needed to shut down as the business and trade can't support them anymore. One of the things that has been clear to me is the increased demand for table bookings from those local to us in West London and more so now, further afield. The phone really does ring all day and the email inbox gets fuller week by week for reservations. This could be a result in us spending more effort and care on improving the quality of our food but also the consistancy. I am aware of crossing a line to a "restaurant" style of venue and I make efforts not to do this, just a pub that offers decent pub food. Because the demand for such a small space has significantly increased, it wouldnt make business sense to ignore this demand.

A good point has been made about the increased amount of tourists that frequent the pub. This has been a surprise to us here too, the number of people who had read about the pub in guide books or had it recommeneded to them from others abroad but the main feedback from these customers is that they come and visit that one time they are in London as they want to see a traditional English pub with history and they all leave happy. With this, as well as the increased food direction, it has been us, trying to offer a decent pub experience and then reacting to the demand from which ever customer base wants to visit.

I do really understand your points regarding the "tourist trap" but regardless of the reason for the customers visit, we would like to try our best with everyone regardless of if you live next door, or have travelled from New Zealand!

The points regarding some of the decor, toilets and seating I do actually agree with. With the building being so old there sometimes needs to be a little flexibility but these points have been discussed with Fullers for some time now and I am glad to say plans are very close for a new toilets refurbishment, upgrade in furniture and some company money spent on DIY to bring certain areas back to it's former glory. I am looking forward to this as much as some customers.

The points about the standard of customer service and staff not being behind the bar I will take on the chin and say we will try harder to ensure this area of the business will constantly be improved. If you look in our comments book we have in the pub, so many are about the nice personal experience the staff give but I understand it only takes one or two negatives times to overshadow these so if more training is what is needed, I will take care of that.

I hope this long winded piece is seen the best light and our intentions are positive. The Dove does offer so much to a lot of poeple and we will contnue to do the best we can to stay busy all year round.

Thanks

14 May 2013 10:39