Allied Domecq Inns case study

Allied Domecq Inns planned to grow sales in their 2,000 unbranded pubs across the UK through improvements in customer service. We worked with ADI's top team to develop the ‘Going for Growth’ (G4G) change programme, which was aimed at delivering great, distinctive customer service. We developed new team structures and delivered supporting leadership and customer skills training for over 14,000 staff through a team of 50 'Team Trainers'. Over the three-year life of the programme we also introduced a range of other supporting changes - such as new bonus schemes for pub staff and new assessment and development for Field Teams. The programme resulted in significant improvements to sales and customer service and also won industry awards for excellence.

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