Perfect score for Littleworth pub

April 13, 2015

The Blackwood Arms in Littleworth Common near Burnham achieved a 100% score in a recent mystery visit. The rural pub, run by Sean & Vanessa Arnett, becomes only the fifth ever to achieve a perfect score in the five years since owners Brakspear started the mystery dining scheme.

The mystery customers had nothing but praise for the pub, where they dined in March. Comments on their report included, “The service was excellent, with knowledgeable staff eager to impart that on to us… We were particularly impressed when the chef popped out at the end of the evening and asked whether all the tables were happy with their meals.”  Of the game pie, one diner said, “The meat was tender, the mushrooms added texture and the crust was thick and delicious.”

Sean said, “It’s lovely to be acknowledged. Our great team of staff are the key to this result: they enjoy working here and that comes across to our customers. So thanks to them all and especially Sammy our chef, Kerry and Dan.

“It was good to read that the mystery customers enjoyed the Blackwood for what it is – a pub with great food, but not a gastro pub. We have the highest standards of service, but we’re still relaxed and accessible, which is what being a great pub is all about.”

Brakspear chief executive Tom Davies said, “The fact that only four of our pubs have ever managed to score 100% in a mystery visit makes this a tremendous achievement by Sean, Vanessa and all the team at the Blackwood.

“We’ve been running this scheme for five years now, so we can see clear patterns of what’s important to customers.  Whether they’re in a gastro pub or a community local, the biggest factor in whether they enjoy their visit is the customer service. So the Blackwood team’s attention to detail and friendly yet professional manner with customers is what gave them this excellent and well-deserved score.”

Janet Wood, founder of The Silent Customer, which operates Brakspear’s mystery visits, said, “‘It is incredibly difficult to score 100% in our mystery visits, which involve a long questionnaire covering everything from the pub exterior to the food, drink and customer service.  We ask a lot from licensees as we want them to deliver the best customer experience possible. Exceeding customer expectations is harder now than it has ever been, so the Blackwood team deserve our congratulations.”

Vanessa & Sean have been at the Blackwood Arms for four years and were winners of a Brakspear Hospitality Award in 2013.

For more information and opening hours, visit: http://www.theblackwoodarms.net/

Photo shows: Sean & Vanessa Arnett of the Blackwood Arms with Janet Wood, founder of the Silent Customer