"A disappointment for a pub with so much potential"

A review of The Broadway by ST - Monday 13th of April 2009

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Well, I would like to say that I really enjoy my time at The Broadway and I have done in the past, who wouldn't, with its great value for money and the very pleasing atmosphere. However, my experience of Easter Sunday was one that I am not likely to forget and has put me off going there in the future even though it is one of my local pubs.
As it is Easter Sunday, it is common sense for any business to have enough staff to cater for the potential increased number of customers coming through the door. I, myself, work for a pub chain who strives to focus on customer service so my attitude towards this was to be patient as I have been in that situation. Yet, this is hard to do so when there are 15 people standing at the bar, there is only one person serving, someone else is putting glasses out even though he has a till as he showed later on, a supervisor who was distributing change ( this is essential ) but why it took her 20 minutes to do so, another barmaid just flitting around on the floor looking for something to do and where was the manager.
What made it more frustrating was the fact that I had been constantly ignored, even though the bar staff recognised that I had been there the longest, I am not an argumentative person but it is difficult to not get angry when pushy, outspoken customers demand they get served straightaway and bar staff easily comply without acknowledging to them that I was indeed next. I even had one customer say to me, "Don't worry love, I don't push in front of people", and as soon as the supervisor came to her till, he said "Two fosters when you're ready", even though I was 10 minutes before him, and then he got served.
Although, I did not say anything, I got a weak apology from one of the staff after he realised what he had done. By that point, I wanted to get my coat and leave.
My advice to the management of this establishment is to tell your staff to buck up their ideas. It is not acceptable to treat customers in this way, one bad complaint leads to people finding out about your poor standards of service. Admittedly, it could be the culture of Leeds, as I have found working in my pub. I come from the South and we simply don't treat each other like this and any customer trying to queue jump will be told so and your staff should do the same. I had high hopes for you as I thought you were a brilliant pub but I will now be telling my friends about it and I won't be coming back.

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