Let's get down to business: Pub landlord who cares for customers in need

JOLYON Miller, 56, is the landlord of the Rowbarge Inn in West Street. He lives above the pub with his badly behaved border collie cross dog Stella Artois Miller and enjoys taking her for long walks with his partner Fi.

Describe your business:

The Rowbarge Inn is one of Henley’s oldest coaching inns, a 16th century traditional pub with four contemporary rooms and home cooked food. The pub is famous for being George Harrison’s local and is a stones throw away from Friar Park.

How many people does it employ?

We employ four full-time staff and four part-time staff.

What did you do before you started this business?

I’ve worked in hospitality for nearly 40 years. I started work at the Cool Cokeral bar in Henley, then a comis chef at the Angel on the Bridge. I then travelled through France learning as much as I could, working as head chef in restaurants in south west France and Spain. I was also part of the opening crew at EuroDisney Hotel Resorts. When I returned to the UK I was asked to run the restaurant at the Crown at Bray.

When did you start your business?

I took over the pub in 2010.

What was your objective?

After taking over the tenancy, I was asked this same question by Brakspear — what was my objective and what changes do you wish to make to the pub? My reply then was not to change a thing and to keep it as a traditional pub, to serve the community.

Who, or what influenced you?

My father influenced me massively. He set up a very successful PR agency and, having watched him, I knew this was the path I wanted to take. He always told me to work for myself and it has been the best advice.

Do you have a mentor or role model?

John and Carol Noble, who then ran the Angel on the Bridge and the Crown at Bray, taught me a great deal about running a pub.

What would you do differently if starting again?

I would focus more on simple food and pub classics rather than high end restaurant food, which is how I was trained.

How is your business doing compared with last year?

It’s been a challenging year for everyone in hospitality. I see so many pubs and restaurants closing in Henley, which saddens me greatly. It’s tough in so many fields but in hospitality it is devastating.

Do you compare on a regular basis?

I am in regular contact with my accountants and we stock take quarterly.

How do you market your business?

Word of mouth is the greatest advertising tool for us. We have a great reputation for our food, our beers and our garden in the summer.

What’s the best thing about running your own business?

I very much enjoy taking a snifter of beer with my customers. We are very community focused and if an elderly customer is taken ill, we deliver food to them. We look after each other and it’s little touches like that that make a difference.

What’s the most challenging aspect?

The occasional hangover after taking a snifter of beer or two with my lovely customers.

Where is your business headed?

In this current economic climate, that’s a question I cannot answer.

How important are online sales?

We don’t take online bookings for food, but all our letting rooms are booked via an online platform.

Are you using Generative AI to shape your business?

AI? Pardon?

Do you have a five-year plan?

I’m afraid to say I do not have a five-minute plan at the moment. Perhaps I should but that’s the nature of how our business has grown.

How do you have a work-life balance?

With immense difficulty. As I’m sure most Landlords will tell you, this job is 24/7. There is very little time for anything else.

Do you set any goals at the start of a new financial year?

Yes I do — to try and be in profit.

What’s the most valuable thing you’ve learned?

The customer isn’t always right!

What advice would you offer to anybody starting a business?

I would encourage anyone to do their research and to gain as much advice as possible from those already in the same industry. Learning comes from others in the trade.

What’s the biggest mistake you’ve made?

Taking my eye off the ball regarding costings.

How organised are you?

I make doubly sure that everyone around me is very organised. This helps.

What are you most looking forward to in 2026?

For people to realise that a pub is for life and not just for Christmas. Use us or lose us, its that simple.

How are you planning for retirement?

Unfortunately, I cannot afford to retire so I will keep working. To be perfectly honest, I enjoy what I do so I’m not ready to retire.

What qualities do you think are most important to running a profitable business?

You need to be very thick skinned and have determination.

How do you dress for work each day and is it important?

I tend to dress in smart casual.

What can’t you be without every day?

My partner Fi is a great support.

Lunch at your desk or going out?

Both.

Do you continue to study?

Every day is a learning day.

What do you read?

Private Eye

What change would you most like to see in 2026?

At present I would like to change the Government, they are killing the hospitality trade.

Interview by Will Hamilton, intermediary and global marketing consultant, Hamilton Associates