Wetherspoons staff have a special technique for upselling
Wetherspoons is a rare constant in today’s world of dying high streets and £6.50 pints. Despite the cost of living crisis, it wasn’t until January 2025 that the pub chain was grudgingly forced to increase its prices.
Even then, the hike only amounts to around 15p per drink, and it’s not universal across the menu. Plenty of draught favourites were unaffected, including the likes of Shipyard, Carling, and Coors.
While it’s known for being a budget-friendly way to get some lunch or catch up with friends over a drink, Wetherspoons has always been a money-making enterprise.
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One way in which the chain boosts its profits is via a particular technique it trains into its staff, and it’s all to do with upselling.
Wetherspoons: How Do They Do It? aired on Channel 5 in May 2021 and took a deep dive into how the budget pubs work behind the scenes.
The documentary detailed how the pub chain known for its cheap menus and unique venues served over half a million customers on a daily basis.
Even against rampant competition in places like London and Manchester, the chain thrives by undercutting most of its rivals on price and convenience.
In these financially-challenging times, however, value-added sales have scarcely been more important to the budget boozer.
According to the documentary, its staff are trained to look for upselling opportunities one every order, with one common phrase being particularly important.
"[We say] 'do you want a double or do you want a single?',” explained a ‘Spoons worker. “We say the word 'double' first so it sticks in their head. It works most of the time.”
Wetherspoons, however, contested the claim, issuing a statement that said it had “discouraged...upselling of spirits...for the last 10 years”. Instead, upselling is focused on soft drinks, with customers offered a pint over a standard measure of the fizzy stuff.
The documentary meanwhile added that “precise pouring” is also essential among its staff.
"Staff mustn't give the staff more alcohol than necessary,” it said. “So ensuring a fair share of froth is vital," according to the show’s narrator.
"Managers can test this by weighing a beer,” said one worker. “They weigh the glass first then I think they are told by head office what the weight should be with a 5% head."
Rachael Davis