By Kat Brogan, Managing Director of Mercat Tours
At our peak, Mercat Tours welcomed over 160,000 people in a single year at the Mercat Cross, Edinburgh – numbers that rival some global, five-star attractions. On paper, it looked like success. The reality was a different story.
It was simply too many, too much.
Behind the scenes, the strain was beginning to show. Our team felt stretched, the city was under pressure, and the local community – whose stories we exist to share – was increasingly disrupted by the volume we helped create. Somewhere along the way, we had lost sight of what truly mattered.
So, we made a bold decision: we reduced our capacity by 40%.
It wasnât easy. Stepping back from growth goes against the accepted direction and measure of success of many industries, where bigger is often seen as better. But we knew that continuing on the same path would only deepen the challenges we were facing. We had a responsibility to our people, to our place, and to the long-term sustainability of our work to do things differently.
And it worked.
By getting smaller, we became better. The experience we offer is now more meaningful, more personal, and more aligned with the core values of our 40-year-old family business. Our team has the space to thrive, our impact on the city is more balanced, and the connections we create with visitors are richer, deeper with a longer legacy.
The pandemic, while an immense challenge, became a turning point. It forced us to pause, reflect, and reset our compass. We reconnected with our ânorth starâ: creating meaningful experiences that benefit people, place, and planet. Rather than chasing growth for its own sake we refocused on why we exist in the first place.
This shift is about more than operational change; itâs about values. Choosing regeneration over extraction. Investing in quality over quantity. Recognising that long-term success depends on the wellbeing of workers, communities, and the environments we operate in.
These are principles that strongly align with the mission of the Living Wage movement. Fair pay, sustainable workloads, and respect for people are not just ethical choices, they are the foundation of resilient, successful organisations. This was further reflected in Mercat becoming B Corp accredited in 2024, the first UK attraction to achieve this.
Of course, we recognise that making such radical changes can appear easier as an independent business who has the power to implement âu-turnsâ without the constraints of investors and complex governance. But it is not impossible. Across sectors, there is growing evidence that organisations can and will thrive by putting people and purpose at the centre of their decisions.
Our experience shows that scaling back can, paradoxically, be a catalyst for growthâthe kind that truly matters.
Three reflections for organisations considering a similar path:
- Redefine success
Growth shouldnât be measured by numbers alone. Consider the quality of experience, employee wellbeing, and community impact as core indicators of success. People first, every time. - Listen to your people and your place
Your team and your local community are often the first to feel the pressure of unsustainable growth. Their insights can guide better, more balanced decisions. People first, every time! - Be brave enough to reset
Stepping back takes courage, particularly in a culture that rewards constant expansion. But purposeful change grounded in values can unlock stronger, more sustainable outcomes for everyone involved. People first. Every. Time.
Sometimes, getting smaller is exactly what it takes to grow better.