Running a pub during a busy bank holiday weekend is no small feat. It’s a whirlwind of activity, a test of endurance, and a true testament to the power of preparation and teamwork. As someone who changed from ther hospitality industry to financial services, I’ve come to realise how the principles of continuous improvement and marginal gains can be applied across different sectors to achieve exceptional results. Let me take you back to one of those bustling weekends to illustrate how these lessons have shaped my career.

The Bank Holiday Weekend Challenge

It was a sunny bank holiday weekend, and the pub was already filling up by mid-afternoon. The air buzzed with chatter and laughter, glasses clinked, and the scent of freshly pulled pints mixed with the aroma of pub grub. As the manager, I knew that our success hinged on our ability to handle the evening rush efficiently.

The strategy

Anticipating the surge of patrons, my team and I set about meticulously preparing for the night ahead. One key strategy we implemented was pre-opening as many bottles of wine as possible without compromising their quality. You might think this is a minor detail, but in the fast-paced environment of a busy bar, every second counts.

We gathered in the back, a small team of bartenders and barbacks, each armed with a bottle opener. The plan was simple: open the bottles, check for quality, and store them strategically in our compact bar area. This wasn’t just about having open bottles ready; it was about ensuring a smooth flow, reducing wait times, and keeping the bar stocked without constant trips to the cellar.

As the clock ticked closer to peak hours, the atmosphere grew electric. The bar staff were in high spirits, buoyed by the sense of camaraderie and shared purpose. We knew that a well-prepared bar would not only keep customers happy but also allow us to enjoy the night more, free from the stress of last-minute scrambles.

When the rush began, it was as if someone had flipped a switch. The bar was suddenly packed, with people jostling for drinks and space. But thanks to our preparation, the team moved like a well-oiled machine. Bartenders grabbed pre-opened bottles and served them with ease, while barbacks ensured glasses were clean and plentiful.

With the bottles already opened, we saved precious seconds with each order. Bartenders didn’t have to pause and fumble with corkscrews; they simply reached for a bottle and poured. Customers were served quickly, reducing the waiting time and keeping the crowd happy. This efficiency meant that patrons stayed longer, ordered more, and left with a positive impression of our bar.

The Teamwork

In the midst of the chaos, our coordination was impeccable. We had clear roles and responsibilities, and everyone knew what needed to be done. Some team members focused on restocking, ensuring that we never ran out of supplies, while others managed the bar front, maintaining the flow of service. This seamless teamwork was the result of meticulous planning and a shared understanding of our goals.

Lessons Learned for Continuous Improvement

Preparation and Planning
The importance of preparation and planning cannot be overstated. Just as we prepared the bar for the busy weekend, preparation in any industry is crucial. Understanding the nuances of your workflow and anticipating challenges can make a significant difference. In financial services, this means understanding client needs, preparing tailored solutions, and ensuring every detail is accounted for before presenting a plan.
Optimising Processes
Optimising processes to improve efficiency is another lesson that translates well. In the bar, this meant pre-opening bottles and organising the space. In financial services, it involves streamlining operations, reducing redundant steps, and leveraging technology to speed up processes without sacrificing quality.
Marginal Gains
The concept of marginal gains—making small, incremental improvements that collectively lead to significant enhancements—was a game-changer. In the pub, every second saved in serving a drink added up to faster service and happier customers. In financial services, small improvements in communication, client interaction, and internal processes can lead to better client satisfaction and business performance.

Building a Collaborative Culture

Shared Goals
In the pub, our shared goal was to keep the queue moving and ensure customers had a great time. Everyone knew their role and how it contributed to the overall objective. In a financial services team, having clear, shared goals helps align everyone’s efforts and fosters a sense of purpose and collaboration.
Empowerment and Responsibility
Empowering team members to take responsibility for their tasks was key to our success. In the bar, this meant trusting staff to handle restocking and serving efficiently. In a corporate setting, it involves giving employees the autonomy to make decisions and encouraging them to take ownership of their projects. This empowerment leads to higher engagement and better performance.
Communication and Coordination
Effective communication and coordination were crucial in the bar, especially during peak times. Clear communication ensured that everyone knew what needed to be done and when. In any industry, maintaining open lines of communication helps teams stay aligned and work together more effectively.

Switch to Financial Services

Process Optimisation
Streamlining processes to improve efficiency is just as important in financial services as it was in the bar. By identifying and eliminating bottlenecks, we can provide faster, more accurate service. This might involve adopting new technologies, refining workflows, or enhancing communication channels.
Continuous Improvement
Continuous improvement is about always looking for ways to do things better. In the bar, this meant refining our strategies for serving customers during busy periods. In financial services, it involves staying up-to-date with industry trends, learning from past experiences, and continuously seeking ways to enhance client satisfaction.
Building a Winning Team Culture
Creating a strong, collaborative team culture is essential for delivering exceptional customer experiences. In the bar, this culture was built on shared goals, empowerment, and effective communication. In financial services, fostering a similar culture ensures that the team works cohesively towards common objectives, ultimately leading to better client outcomes.

Conclusion

Reflecting on my days managing the bar during those hectic bank holiday weekends, I now see them as invaluable training grounds for my later career in customer experience (CX). Those experiences instilled in me the essential disciplines of preparation, process optimisation, and team collaboration—skills that are just as crucial in financial services as they were in the pub.

Working in the bar, I learned firsthand the importance of meticulous preparation. The simple act of pre-opening wine bottles was more than just a time-saving measure; it was a strategic decision that optimised our service efficiency and enhanced the customer experience. This principle of thorough preparation has been a cornerstone of my approach in financial services, where understanding client needs and preparing tailored solutions are paramount to success.

Process optimisation was another key lesson. In the fast-paced environment of the bar, every second counted, and every process needed to be as efficient as possible. This mindset has carried over into my professional life, where streamlining operations and eliminating redundancies are critical for delivering fast, accurate service to clients. Whether it’s automating routine tasks or refining workflows, the goal remains the same: to improve efficiency and enhance the overall customer experience.

Perhaps the most significant lesson from my bar days was the power of a strong, collaborative team culture. On those busy nights, the success of our bar depended on everyone knowing their roles, communicating effectively, and working together towards a common goal. This experience taught me the value of empowerment and responsibility, and the importance of fostering a culture where every team member feels valued and integral to the team’s success. In my current role in financial services, I strive to build a similar culture of collaboration and shared goals. By encouraging open communication, empowering team members to take ownership of their tasks, and aligning everyone’s efforts towards common objectives, we can achieve exceptional results.

The camaraderie and teamwork that helped us navigate the busiest nights at the bar are principles I now apply to my professional life. Building a cohesive team, where every member understands their role and feels empowered to contribute, creates a strong foundation for success. Just as in the bar, where we worked together to ensure each customer had a great experience, in financial services, collaboration and mutual support enable us to deliver exceptional service to our clients.

Pouring Success: How Bartending Transformed My CX Career