How The Lion improved their service, sales and customer satisfaction with ROUND

Award-winning pub The Lion in the village of Treorchy, Wales was previously named as one of the best in the country at the annual Great British Pub Awards ceremony in addition to being crowned the national winner in the Enterprise Community Hero awards due to its contribution to local causes. Like pubs across the UK, The Lion was forced to close in March 2020 to help curb the spread of Covid-19. Pub owner Adrian Emmett, who grew up in Treorchy said the safety of the local community was absolutely paramount to him and The Lion, so this was the key driver in signing up to table service app, ROUND. The Lion was selected by the Welsh Government to showcase how they were keeping their customers and staff safe through these new processes. We spoke to Adrian about his experiences since pubs reopened in July 2020, and how his customers have adapted to ROUND.

“We have had a brilliant experience with ROUND since we reopened on the 13th of July. We were selected by the Welsh government to showcase what we are doing and how we are ensuring the safety of our customers through our track and trace.

Almost 60% of our orders in the venue are coming through the app and that was just in our first week. We have found that people download the app and have continued to use it more and more throughout their visits back at our venue. It is a new experience for everyone and our staff and customers really love using it. They love the order at table aspect of coming to our venue. It has made service much more efficient. Service in our garden has become much easier as we now don’t have to waste time going and taking the order and then going back inside. It is incredibly user-friendly for both the staff and customers. 

It has made service much more efficient. It is incredibly user-friendly for both the staff and customers. 

Giving the customer our menu to scroll at their leisure has been brilliant, it has helped us to increase our premium sales and we have found that people are being more adventurous with their orders. Through ROUND our customers are scrolling through the menu and are going for different drinks, compared to if they were at the bar and it was busy they would just choose what they know. It has enabled widespread consumer choice and preferences.

Giving the customer our menu to scroll at their leisure has been brilliant, it has helped us to increase our premium sales and we have found that people are being more adventurous with their orders.

Our staff love the app and they prefer it when customers order through ROUND. They prefer the system and that they can see behind the bar a checklist of orders that they need to get out to the customer. With ROUND as well it has meant that all orders are easily communicated as in the past if the order was taken when rushed, the staff member could have scribbled it or had scruffy handwriting. ROUND has meant it is simple to take an order and serve the customer making the whole process easier for everyone. 

It is safer and has become a selling point to our customers already when I am talking to customers out on the street telling them that we have an app that allows you to sit on a table and order safely reassures them. It has made everything more convenient and this is the first time as a venue we have done table service. It has changed from the traditional method of service in the pub and is a complete 180 change but ROUND has made the whole process easier. Through adversity comes opportunity and ROUND has made us stronger as a venue and is here to stay. We have found that customers are communicating with their friends and family at home who then order drinks for them.”

We have also found that our customers can enjoy their time doing what they came to do… socialise and have a good time. They can enjoy their time at the table and there is no longer a long wait at the bar. They can carry on socialising and enjoying their time together which ultimately helps increase the sales. Our customers are ordering drinks before their last round is finished so that it comes in time before they finish their current one and this has increased the customer experience… it is a win-win. 

“Pubs need to embrace technology to survive and thrive.”

Adrian Emmett, owner of the Lion Treorchy

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