A family-run pub in St Helens has been forced to change its payment policy after a customer left without paying a £25.45 bill for a sirloin steak with peppercorn sauce. Taryn Byron, owner of The Windle on Hard Lane, said asking customers to pay before their meal is served is “the last thing” she wanted, but the risk of closure due to unpaid bills cannot be ignored.
Incident and Response
The Windle, a fixture in the community for over 60 years, posted a message on Facebook urging the man to return and settle the bill. The post stated that if it was a genuine mistake, the pub would understand, but the man never came back. Taryn told the ECHO: “When we do table service, it’s much more personal. We get to interact with customers and provide a better experience. That’s what we’re about – personal customer service.” She added that the man sat down, received table service, ate his food, and then walked out. CCTV footage showed him looking around for staff before leaving.
Impact on the Business
Taryn emphasized that unpaid bills can jeopardize a business, as the pub had to pay staff, utilities, and ingredients for the meal. She noted that this was not the first such incident, and if it continues, it could seriously threaten the business. As a result, The Windle updated its policy: customers must now order at the bar and pay immediately.
Community Support
The policy change was well-received by customers, who defended the decision. Taryn explained: “We’re a community pub and we’d never seen this gentleman before. We completely understand that mistakes happen and sometimes bills are forgotten. We simply want people to understand the impact that unpaid bills can have on a small business.” She expressed hope that the incident would not happen again, as she has spent eight months building a community-focused brand.
