Day: 13 May 2025

How to Become a Mystery Shopper in the UK

Mystery shopping offers a unique opportunity to experience businesses from a customer’s perspective while providing valuable feedback that helps improve service quality. If you’re interested in becoming a mystery shopper in the UK, here’s how you can get started.     What Is a Mystery Shopper? A mystery shopper, also known as a secret customer, […]

How Mystery Eaters Help Restaurants Improve (and Why It Matters)

Running a successful restaurant isn’t just about delicious food — it’s about the entire dining experience. Every interaction counts — from the moment a customer books a table, to their arrival at the door, right through to when they settle the bill. That’s where mystery eaters, also known as mystery diners or mystery guests, come […]

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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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