Why Communication – Not Perfection – Keeps Your Team Together

So many leaders walk into their venue and instantly feel the room lift. Suddenly service sharpens, smiles appear and everything hums. It’s lovely to witness, but it’s not the real measure of leadership. The real test is what happens when you’re not there. And often as leaders, we spend too much time trying to get everything perfect instead of getting everyone aligned.

This week’s conversation with long-time colleague and CEO of Duxton Pubs, Mark Condi, reminded me once again that perfection isn’t what holds a business together. Communication does. Honest communication. Consistent communication. The kind that helps teams learn from mistakes and move forward with clarity.

When Mark stepped into the CEO role at Duxton Pubs, he inherited 26 venues that had grown quickly and independently. Some were historic. Some were modern. Some served tight-knit communities where everyone knows each other’s favourite beer. Others attracted tourists passing through.

It would have been easy to think the answer was to create one perfect strategy and enforce it everywhere. But perfection doesn’t work in hospitality. People do.

So instead of expecting flawless execution, Mark focused on building shared understanding – the kind that helps teams work together even when the CEO is hundreds of kilometres away. And that has made all the difference.

Communication Over Perfection

A powerful theme in our conversation was this:

Teams don’t need leaders who are perfect. They need leaders who explain the why.

When Duxton introduced group-wide tools like SevenRooms, Review Tracker and Wirely, there were natural moments of hesitation. Some teams worried about change. Others wondered whether local identity would be lost. But the turning point wasn’t the technology. It was the communication.

Mark and his leaders took the time to explain:

• What the system actually does
• How it makes service more personalised
• How it frees staff to spend more time with guests
• Why consistency matters for long-term sustainability

When people understand the purpose behind the change, fear softens, engagement rises, and teams stay together.

Even when renovating or modernising a heritage pub, Duxton doesn’t aim for perfection. They aim for respect. That means talking with teams, listening to communities, and making decisions that honour history while still moving forward.

Every hospitality venue has a heart. For some pubs, it’s the heritage. For others, it’s the locals who’ve sat at the same barstool for 30 years. And Mark shared how good communication makes that balance possible.

Learning From Mistakes

Mark also spoke candidly about learning across his career; from the long years at Bankstown Sports to the fast pace of Merivale, and now the private equity world of Duxton Pubs.

He didn’t hide the mistakes. He embraced them.

Whether it was early missteps at Bankstown, rapid learning at Merivale or adapting to the parochial passion of South Australian communities, every challenge sharpened his communication.

Because when you’re not focused on being perfect, you’re free to focus on being clearer. More honest. More connected to what people actually need from you.

One of the standout examples Mark shared was the Merivale briefing ritual. Every day before service, teams came together to discuss:

• Who was coming in
• Special occasions
• Key menu items
• Wine focus
• VIP preferences

This isn’t perfectionism. This is preparation. It’s communication in action – simple, human and repeatable.

And when done consistently, it creates alignment without pressure. Staff feel confident, guests feel seen, and leaders don’t need to hover in the background for everything to run smoothly.

Five Leadership Lessons From Mark’s Journey

1. Communication is your alignment tool.
   Explain the why. It’s the fastest way to reduce fear and build trust.
2. You don’t need perfect systems — just shared understanding.
   When people know the goal, they’ll help you get there.
3. Mistakes are learning moments, not leadership failures.
   Use them to refine your message and adjust your approach.
4. Rituals keep teams consistent.
   Briefings, huddles and check-ins reduce uncertainty and increase confidence.
5. Empowerment beats micromanagement.
   When leaders step back, staff step up — especially when expectations are clear.

To watch the full conversation with Mark, click here: https://youtu.be/JHLexYHALrg

Or to listen to the episode, click here: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

Resources

• Check out the Duxton Pubs website: https://www.duxtonpubs.com/

If you want your leaders to communicate with clarity, handle mistakes with confidence and keep their teams aligned even when they’re not on-site, explore my Middle Management Movement Programs. These programs help emerging leaders grow their capability, communication and confidence – exactly the kind of development Mark and I discussed.

You can also connect with me on LinkedIn or visit my website to learn more about leadership coaching, DISC profiling and customer experience development.