Day: 29 April 2025

Why Making It Easy Matters More Than Ever

In the past few weeks, we’ve received some lovely feedback from our clients that brought something home to me and the team.  As all business owners know, even seemingly simple reviews can make you pause and smile. The following reviews are especially valuable to us because they reflect something very intentional about how we work […]

Behind the Scenes: What a Secret Customer Really Sees

Exceptional customer service is the cornerstone of every successful business. Whether it’s delivering top-notch table service at a restaurant, providing a hassle-free returns process in retail, or ensuring a smooth booking experience at a venue, every interaction matters. No matter your industry, one thing is clear: your customers are at the heart of your success. […]

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Free Training Tools

Free Training Tools

Intercepting Complaints

Check-backs and complaint handling go hand in hand. Intercepting a problem before a customer tells you, or Google, not only prevents negative word-of-mouth but can increase revenue through loyalty and positive PR.

Use our fun PEP talk sheets to support your front-line teams in learning how to avoid complaints.

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Engaging Conversations

Building a natural and genuine rapport with guests can be the most positive and memorable part of their dining experience. Whilst the food and the environment can be remarkable by itself, making a customer feel that they are more than just a table number, has a far wider reach in terms of spreading positive word-of-mouth.

Use our fun PEP talk sheet to support your front-line teams in learning how to have engaging conversations.

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Positive Body Language

Being able to communicate positivity, and with enthusiasm, encourages customers to reciprocate in the same manner. However, most of us are unaware of how we are perceived by others and, whilst we may think we are coming across as welcoming and friendly, our body language could be telling a different story.

Use our fun PEP talk sheet to support your front-line teams in understand the importance of self-awareness.

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Relevant Recommendations

Team members need good product knowledge to be able to describe and enthuse, but often don’t know what many of the dishes taste like. A lack of upselling is also often due to a lack of confidence in knowing where to start a conversation that leads to a recommendation.

Use our fun PEP talk sheet to support your front-line teams in learning how to upsell.

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