#230: The power of simplicity — Cos Michael on people, purpose and Pisces

In Episode 230 of The Ceres Podcast, host Stelios Theocharous sits down with Cos Michael, owner of Pisces in Heswall, for an open, unfiltered conversation about what it really takes to run a modern fish and chip business — and stay true to yourself while doing it.

What follows is one of those episodes that feels more like two old friends talking shop than a formal interview. It’s full of honesty, reflection, and sharp insights from someone who’s lived every challenge the industry can throw at you.

Experience you can’t buy

From the start, the chemistry between Stelios and Cos is easy and genuine. Within minutes, they’re trading stories about family, customers, and the lessons learned the hard way. Cos talks warmly about his father — still a big presence in the business — and how over time, he’s come to understand the value of his dad’s perspective.

“You get to a certain age,” Cos laughs, “and you start realising why your parents did things the way they did.”

It’s a relatable truth for anyone in the trade — especially for those who’ve grown up in family-run shops. There’s a generational thread that runs through the whole conversation: the way habits, discipline, and respect for the work get passed down.

Simplicity wins

As the talk shifts to business strategy, both men find common ground in the power of keeping things simple. Cos points out how many fish and chip shops have drifted into offering everything from kebabs to pizzas, often out of fear rather than focus.

“It made sense when labour was cheap,” he explains, “but now, with higher wages and skilled staff harder to find, simplicity just makes sense. You can’t be brilliant at everything.”

It’s a message Stelios echoes often — that success comes from clarity, consistency, and confidence in what you do best. Together, they reflect on how some of the most successful shops in the UK have thrived by narrowing their menus and refining their processes.

As Stelios puts it: “Be known for one thing done brilliantly.”

People first, always

Throughout the conversation, one thing keeps surfacing: people. Whether it’s team members, customers, or family, Cos brings every topic back to relationships.

He describes his approach to leadership as creating “the right conditions for everyone else to succeed.” His team, he says, are the backbone of the business — and that culture of care is what keeps customers coming back.

“You’re on stage every time you serve,” he tells Stelios. “People watch from the queue. A smile or a quick chat goes further than any marketing.”

It’s that human connection — that genuine sense of hospitality — that both agree sets independents apart from the big chains. As Stelios puts it, “You can’t automate warmth.”

Adapting without losing your soul

The episode doesn’t shy away from the modern pressures of running a shop — from delivery platforms to customer data. Cos admits that working with services like Just Eat is a balancing act.

“It’s cheaper than running our own drivers,” he says, “but you’ve got to protect your margins — and be careful who’s representing your business.”

He highlights the risks of relying too heavily on third-party systems: loss of customer data, reduced control, and even fraudulent behaviour from rogue delivery drivers. It’s a stark reminder that convenience often comes at a cost.

But instead of turning away from technology, Cos believes in using it wisely. His latest project — called CRAM (Customer Relationship and Management) — is about using EPOS data intelligently to create meaningful customer engagement.

“If a customer orders haddock and chips twice a month,” he explains, “we can send them a voucher to try something new, or a little birthday offer. It’s about relevance, not spam.”

That balance between tradition and innovation — human service supported by smart systems — is exactly where the conversation lands.

A quiet force for good

What makes this episode stand out is how understated yet inspiring it is. Cos isn’t trying to impress; he’s sharing what works. His honesty and humility are what make his insights so valuable.

As Stelios says at the end, “He’s one of those operators who quietly lifts the whole trade.”

For shop owners, managers, and anyone trying to build a better business, this episode is packed with wisdom — not theory, but lived experience. It’s about doing the right things well, leading with integrity, and remembering that people — not platforms — build loyalty.

Listen now

You can listen to Episode 230: Leadership, Loyalty & Lessons from Pisces in Heswall on Apple Podcasts, Spotify, or on your favourite podcast player.

Don’t forget to subscribe to The Ceres Podcast for more conversations that help fish and chip businesses thrive — with real stories, real challenges, and practical insights you can actually use.