Episode 55: Lessons from Papas Fish & Chips on Crisis Management

What does it take to run a fish-and-chip empire during a global crisis? In Episode 55 of The Ceres Podcast, host Stelios Theocharous sits down with George & Dino Papadamou, the brothers behind Papas Fish & Chips. This family-run business has been serving customers since 1966. With seven thriving locations along the East Coast—and three more in the pipeline—the duo had to make some of the most challenging decisions of their careers when the COVID-19 pandemic hit.

This episode is about leadership, resilience, and putting people first, even at a financial cost. This conversation is packed with insights for fish & chip shop owners looking for inspiration on navigating crises, managing teams, and protecting business reputations.

A Business Built on Family Values

Dino and George describe Papas Fish & Chips as more than just a business—it's a family. With over 350 employees and a seating capacity exceeding 2,000 covers a day, their operation is one of the largest in the UK fish & chip industry. But even at this scale, their approach remains intensely hands-on and personal.

From the pandemic's start, their top priority was clear: protecting their staff and customers, even if it meant shutting their doors. As George put it: "We prioritise nothing more than the safety and well-being of our team and guests. We weren't willing to compromise that."

While many businesses scrambled to adapt, the Papadamou brothers took decisive action, pivoting quickly to click-and-collect and delivery, before ultimately making the bold decision to close their takeaways completely—long before government mandates forced the issue.

Closing Up When Others Stayed Open

One of the most striking moments of the episode is when George and Dino discuss the ethical dilemma of staying open. While some takeaways continued to operate, they made a firm stand: "This isn't a time to profiteer. This is a time to be responsible and let the general public not have the choice of visiting a takeaway and standing in a big queue."

They also acknowledged a larger industry risk—if fish and chip shops refused to close, they might attract negative public perception and government intervention. Their argument was simple: Do the right thing now, and the industry will thrive in the long run. Dino summed it up perfectly: "When this is all said and done, fish and chips will do well. But if we look like we tried to profit from a crisis, we'll be remembered for the wrong reasons."

A Lesson in Leadership and Crisis Management

Beyond the pandemic, this episode is a masterclass in crisis management. Papas Fish & Chips demonstrated:

• Proactive decision-making – They acted early and didn't wait for government mandates.

• Clear communication – From internal staff meetings to public messaging, they made sure everyone understood their position.

• A people-first approach – They prioritised employee welfare over short-term profits.

• Reputation management – They considered the long-term impact of their actions on both their brand and the industry as a whole.

This episode offers invaluable guidance for any fish & chip shop owners wondering how to balance ethics with business survival.

Final Thoughts: A Must-Listen for the Industry

At a time when every business was trying to figure out its next steps, Papas Fish & Chips led by example. They showed that doing the right thing is a moral choice and a wise business decision.

This episode is essential listening if you're a fish & chip shop owner or hospitality professional. Tune in to hear how one of the UK's largest fish & chip businesses navigated a crisis with leadership, responsibility, and a long-term vision for success.