Adrian Frid

Retail Director Miller & Carter Steakhouses

Delivering Value-added

Customer Experience

Welcome to

Mitchells & Butlers

You might be thinking...

But you’d be wrong.

You might know us better as....

Mitchells & Butlers – key facts

Independence established in April 2003

The leading UK operator of around 1,600 managed restaurants and food pubs with sales of nearly £2bn pa

One of the largest operators in the eating and drinking out market which is worth c£70bn

Average weekly sales of £22.8k (almost four times the industry average)

Serving around 130 million meals and 420 million drinks a year

Food accounts for around 50% of our total sales - and related drinks add a further 25%

c40,000 employees (retail & corporate)

Property estate predominantly freehold with a net book value of around £3.8bn

Mitchells & Butlers in Birmingham

Our Retail Support Centre - based on Fleet Street in Birmingham - employs around 900 people

Mitchells & Butlers in Birmingham

114 restaurants, bars and pubs in the ‘B’ postcode

Providing jobs for around 5,000 people - particularly young, unskilled people

Generating sales of around £136m per annum

900 jobs in our Retail Support Centre

Boosting the local economy

You might even have been to...

All Bar One Brindleyplace or Newhall Street

Browns in the Bullring

O’Neill’s on Broad Street

Toby, Harvester, Amber Tavern or the Dog - all on Hagley Road

The White Swan, the Vine or the Junction in Harborne

Fighting Cocks in Moseley

The Old Contemptibles on Edmund Street

Bacchus Bar in the Burlington Arcade

Red Lion in Alvechurch

The Lyttelton Arms or Barnt Green Inn

And... Of course... Miller & Carter

The Mailbox

Hockley Heath

Cheswick Green

Sutton Park

THE CUSTOMER IS ALWAYS RIGHT?

“The Customer is not always 100% right in fact they have the permission occasionally to be wrong, but they remain The Customer” 100% of the time

Service Versus Hospitality

D:-“The friendly and generous reception and entertainment of

friends or strangers”Treated like a guest in your own home

C: Which came first, the chicken or the egg?

In hospitality it is the same

Who comes first, the staff or the guest

Miller & Carter PrioritiesOur People

Trained / engaged / stable / happy team members

Our Guests

Satisfied / willing to return / brand advocates

Our Practices

Accept nothing but World-class standards... always

Our Profits

Financial security / reinvestment / future growth

Our guests tell us what’s important

to them

Clean & safe

Good value

Welcoming & safe

Served by knowledgeable teams

Well-maintained

Consistent great quality

Feeling valued

If it’s not right fix it

Let me pay quickly

Thank me

Do the following deliver a value-added customer experience?

Customer Not Always Right But Always The Customer

Service And Hospitality

Service Profit Chain

Individual Brand Values

Elephants don’t bite. It’s the mosquitoes you have to be wary of!!!

Cuba