There’s no escaping the fact that the UK hospitality sector, and wines and spirits retailers, are facing a litany of challenges at the moment. With further pressure coming from the government’s 2025 budget, including duty increases going live from 1st February, and further business rates and National Insurance increases (amongst others) going live from 1st April (not to mention the upcoming Extended Producer Responsibility scheme), it’s even more imperative that hospitality and retail businesses are set up to be as successful as possible to weather this storm.
So, what makes a hospitality or retail venue stand out and be successful? We’re not here to teach you anything you already know, but beyond the obvious factors like location, effective management, hygiene and tight financial planning, other important factors include (but are not limited to):
- Exceptional customer experience, including excellent service
- Well-trained, happy staff
- Clear, consistent identity/concept
- Compelling Marketing plan
- Strong partners to provide support
All of these work towards the overall aim of driving increased revenue per customer and fostering an emotional connection with customers, which in turn develops a loyal, returning customer base.
So how do you build this in practice, and as your partner, what can we do to support the achievement of your goals?
As well as the in-person service support that our Account Managers, Customer Service team, Sales Operations team, Drivers and overall Enotria&Coe team provide on a daily basis, we will also be providing you, our customers, with insights and thoughts based on our experience and knowledge, which we hope will make it easier for you to drive sales. This year our focus will be divided into seasonal quarters, with the first concentrating on Heritage, followed by Identity, Community and Environment, all under the banner “A Sense of Place”.
What do we mean by “A Sense of Place”?
A Sense of Place refers to the emotional connection and attachments people develop in response to particular locations or environments.
In a hospitality sense, this theme can be used to build the best possible customer experience through exceptional produce; a consistent, clear identity; a welcoming environment coupled with knowledgeable, trustworthy customer service. A sense of place is created by:
HERITAGE
Embracing the culture and traditions that give a place, company or producer its unique character and story. Heritage is a vital cornerstone of the hospitality industry, as it provides the stories and customs that enrich guest experiences. Sharing the history of the wines, spirits and products available adds a layer of authenticity that resonates with today’s consumers, who increasingly value meaningful connections over transactional experiences.
Heritage includes celebrating the stories of our longest standing partner producers and bringing them to life to help our customers sell, as well as embracing learnings from the history and values upon which Enotria was built 52 years ago. By highlighting heritage, businesses can differentiate themselves, offer a unique sense of place and foster a deeper appreciation for the craft and history behind every offering. This is something we aim to do through our exploration of this topic, both internally and externally.
IDENTITY
In a crowded and competitive hospitality market, identity is what sets a business apart. A strong, unique brand that reflects authenticity, values, and character resonates deeply with customers, making them more likely to choose and remember an establishment. Identity, to us, means the connection people feel to a place that shapes their identity and sense of belonging, which is often tied to cultural, historical or social factors. Showcasing the distinctiveness of your offering - whether it’s a standout wine list, innovative cocktails or locally sourced ingredients - helps create a memorable experience that keeps guests coming back and recommending your venue to others.
COMMUNITY
Our industry thrives on relationships, making community a vital focus for success. Whether it’s building rapport between your team and your guests, collaborating with local producers or engaging with the broader industry, fostering a sense of community creates loyalty and trust. When people feel connected - whether it’s to your establishment, your team or the stories behind your offerings - they’re more likely to form lasting bonds that support your business and create a sense of belonging that is central to today’s climate. The social dynamics, relationships and experiences that are shared should be nourished and honoured as rare constants in the complex landscape we find ourselves navigating.
ENVIRONMENT
In the hospitality industry, the concept of environment goes beyond sustainability to encompass the unique characteristics of place, terroir and logistical advantages. For wine, terroir - the interplay of landscape, soil and climate - plays a crucial role in crafting distinctive products that tell a story of their origins, offering consumers a deeper appreciation for what they’re enjoying. Additionally, having regional exposure to customers and leveraging the benefits of factors such as owning a complete supply chain, as we do, allows us to deliver exceptional service and build stronger relationships. At the same time, sustainability remains an important focus: adopting eco-conscious practices such as reducing waste and working with environmentally responsible producers demonstrates our commitment to the planet and aligns with the values of today’s consumers. Together, these elements of environment contribute to creating meaningful connections, unique offerings, and a thriving, future-focused industry.