Drake & Morgan founder and managing director Jillian MacLean talks to BII Business magazine about the company’s growth plans and her approach to training and recruitment.
BIIBIZ: You’re known as one of the UK’s top businesswomen. How have you achieved this outstanding business?
JM: I’m very fortunate to have been backed by the Imbiba Partnership and given the opportunity to start a new business in 2008. Imbiba has a good record for backing start-ups and it was a great time for a start up; it was [the beginning of the economic downturn] when you had to be creative and really think about the proposition to your customers. Our offer is a casual, accessible bar and restaurant concept, with a sensible price point and good-quality food and drink.
We’re about to launch a new training initiative in April, which will focus on getting all our customer service consistent across all of our bars and restaurants. We have been lucky enough to have had access to TGI Friday’s and some of our team has spent time within the business there, and also at Las Iguanas. We learned a lot thanks to Jackie McManus at TGI, it’s a great business and we brought back ‘learnings’ from both there and Las Iguanas and have given them a D&M twist. This opportunity gave us a good understanding of how consistent, great service can be achieved and maintained across the operation.
Our new service culture is being led by Dylan Murray, who joined us in January from Soho House as operations director.
BIIBIZ: Why Drake & Morgan, what’s the name all about?
JM: It’s after Sir Francis Drake, the discoverer who circumnavigated the world, and Captain Morgan, the Welsh buccaneer. (D&M is MacLean’s voyage to build an innovative and successful business.)
BIIBiz: Explain your concept and why it’s a success:
JM: Our concept is a multiple format, trading for four occasions; breakfasts, brunch, lunch and dinner, plus private events at the weekends. We offer a more casual approach at breakfast – providing an experience that is better than can be found in the coffee shops. There’s space to relax, and we have free Wi-Fi. Our dinner and drinks in the evening are even more casual and fun, and, at the weekends, we have our lovely roasts on Sundays, Jamie Oliver style! We were awarded three stars by the Sustainable Restaurant Association.
BIIBiz: How do you motivate and inspire your team?
JM: I’ve grown up in hospitality, my parents were hoteliers on the west coast of Scotland and I was always busy looking after people. My people and hospitality skills come naturally to me, and I love having the opportunity to run my own business, and to work with great, young people. D&M is a really nice business, our product is lovely, and we get good customer feedback.
I like to look after my team, who stay here for breakfast, lunch and dinner, and to be able to offer them opportunities. For instance, José (who was looking after us at the Fable) has his own mezcal business, and we were his first stockists.
I like rewarding entrepreneurship. I was fortunate enough to have had the opportunity to start my business and I like to support people in their own businesses.
BIIBiz: Where do you do your thinking, and how do you relax?
JM: Travelling, and it’s how I relax too.
I travel quite a bit; I love to take ‘innovation’ trips, where I visit parts of the world to see other concepts. There’s nothing new in life, so it’s about bringing back new ideas from my travels to our business and giving them a D&M twist. To relax, I go regularly to Istanbul. It’s a fusion of east and west and I love it there, and I spend my time swimming and cycling. It’s on the sea and it’s a brilliant city. I hope to eventually live there.
BIIBiz: What’s your worst mistake?
JM: It was when we first started; with hindsight we really worked and pushed the team and myself too hard. On reflection, it would have been better to do things more gently.
BIIBiz: Best business advice you’ve ever received:
JM: David Henderson (Mitchells & Butler/Bass) said to me, about 20 or even 25 years ago: “Always let your good people go when they want to, and they will come back to you in the future.” There’s no point in trying to hold on to people when they want to leave, but work with them to help them achieve their aspirations.
BIIBIZ: Who do you most admire in the trade today?
JM: Karen Forrester (TGI Friday’s), definitely, she has done a fab job in taking the business to another level. Now there are so many coming into my mind! Jacqui McManus (also TGI). Ed and Tom Martin (ETM Group) have great style and a feel for the market; and D&D London (Des Gunewardena and David Loewi) has done wonders with the Old Bengal Bar, New Street Wine Shop and the South Place Hotel.
BIIBiz: If you could run any business, what would it be?
JM: I have been really fortunate to do D&M, and I’m really looking forward to the next stage of its growth. It’s a great business and one that is not just for the UK but for other parts of the world. My main focus is to grow the business in London, and other major cities, and it would be great to eventually take it international. I wouldn’t want to do anything else!
BIIBiz: What advice would you give to someone starting a new pub business?
JM: Get a great mentor, someone who has good skills, can advise you on cash flow and financial plans. This industry is celebrated for its collaboration; everyone is willing to give their time to help others.
BIIBiz: When going out socially, what do you look for?
JM: It’s so important to get a nice welcome. It sets the tone, and you can forgive lots of things if they have made you feel welcome.
BIIBiz: What’s on your shopping list?
We are opening a new site in Regents Place and then at Kings Cross later this year. I’ll be looking to acquire more units, same format, in London, but also outside of the capital, in Manchester, Glasgow and Edinburgh.
BIIBiz: If you could change one thing about yourself, what would it be?
JM: Oh! So many things (she laughs). I was 50 last year and I’m just glad to have made it. I’m going to try new things out this decade – I want to enjoy the journey that bit more. I want to enjoy life and I’m fortunate to have had the opportunity to do just that.
