Episode 207: Fish, Chips & Business Smarts – Lessons from Sarah Heward

When it comes to running a successful fish and chip shop, few people have a story as compelling as Sarah Heward’s. In Episode 207 of The Ceres Podcast, host Kelly Barnes sits down with Sarah, the owner of The Real Food Café in Tyndrum, Scotland. What starts as a conversation about fish and chips quickly evolves into an insightful deep dive into business resilience, adapting to market needs, and the value of community involvement.

A Surprising Leap into Fish & Chips

Sarah’s journey into the world of fish and chips was far from conventional. A corporate executive with years of experience managing high-end hospitality businesses, she never imagined she would one day own a roadside café. But when she and her husband stumbled across a derelict Little Chef in a remote Scottish town, an unexpected opportunity presented itself.

Initially, Sarah had envisioned an artisan bakery and coffee shop. However, a sharp-witted bank manager gave her advice that would change her course: “If you open a fish and chip shop in Tyndrum, it won’t go wrong.” With an offer of a business loan at an unbeatable rate, she pivoted overnight—and the rest is history.

Learning the Ropes of Frying

Despite her hospitality background, Sarah had never fried fish before. Determined to succeed, she immersed herself in the industry, spending a week with an experienced fish and chip shop owner to understand the intricacies of batter, oil temperatures, and the importance of quality ingredients. It was a crash course that set her up for long-term success, but as she admits in the podcast, “There were plenty of schoolgirl errors along the way.”

One of the key takeaways from her early experience? The importance of sourcing top-tier ingredients. From using fresh, high-quality fish to ensuring her beef burgers come from a reputable butcher, Sarah has made quality the cornerstone of her business. It’s a commitment that has allowed her to charge a premium price while maintaining customer loyalty.

The Challenges of Rural Hospitality

Operating in a remote area comes with unique challenges, particularly when it comes to staffing. Sarah quickly realised that local recruitment wouldn’t be enough—so she turned to overseas workers. Fortunately, the timing coincided with Poland’s entry into the EU, bringing an influx of Polish workers to the UK. Her first team of seven employees were all Polish, and they proved instrumental in establishing the café’s reputation.

But staffing wasn’t the only issue. Finding accommodation for employees in such a rural setting was another hurdle. Sarah eventually secured a house for her team, a move that, in hindsight, was essential for the business’s survival. “You can’t run a business in a remote area without staff accommodation,” she explains. It’s a lesson that many rural hospitality owners can learn from.

More Than Just a Chippy

What makes The Real Food Café stand out isn’t just its excellent fish and chips—it’s Sarah’s relentless drive to create something bigger than just a business. She has built a brand that resonates far beyond its food offerings, from implementing sustainability initiatives to leading local community projects.

One of her notable contributions is the Pick and Chips initiative, a community-driven litter-picking campaign. Over the past five years, 400 volunteers have collected more than seven and a half tons of roadside litter. “Our motto is: meet up, clean up, eat up,” she shares enthusiastically. The campaign benefits the environment and fosters a strong sense of community.

Tackling Industry Challenges

Sarah is also vocal about broader issues affecting the fish and chip industry. From advocating for fair taxation policies to questioning the absence of support from industry bodies like Seafish, she highlights the need for more backing for independent operators. She also discusses the rising cost of fish and how businesses can reposition their pricing strategy without alienating customers.

One of her boldest moves? Investing in personal and team coaching to build a better business. Unlike many small business owners who focus solely on operations, Sarah recognises the value of professional development. She and her team engage in business coaching to enhance leadership skills, decision-making, and overall workplace satisfaction. It’s an approach she believes more hospitality businesses should embrace.

Looking Ahead: Growth, Charity, and a New Venture

Sarah has big plans with The Real Food Café approaching its 20th anniversary. She aims to increase her capacity to serve customers better, expand her community outreach, and even open a dedicated takeaway to complement the café’s dine-in experience.

Beyond business, she is also embarking on a meaningful journey to Malawi, where she has helped fund the construction of 350 toilets for underserved communities. “There’s a theme about toilets in my life,” she jokes, referencing both her roadside café and her involvement in building a Changing Places facility for disabled travellers in Tyndrum.

Why You Should Listen to This Episode

Sarah Heward’s story is a masterclass in entrepreneurship, resilience, and the power of adapting to market needs. Whether you’re a business owner, a hospitality professional, or just someone who loves a great success story, this episode of The Ceres Podcast offers valuable lessons and inspiration.

Listen to the full episode now and subscribe to The Ceres Podcast for more industry insights and business wisdom.