What’s it like running a pub?
Firstly, if you have never worked in hospitality, please take off those rose-tinted glasses. It’s a huge financial risk and you need AT LEAST tens of thousands of quids to get through your first year.
How to Write a Great Mystery Dining Report
Mystery dining isn’t just about dining incognito; it’s a tried and tested professional way to understand what a customer really experiences when they visit a restaurant. When written well, a mystery dining report not only highlights what’s working but also prompts improvements in service, food quality, and overall experience. Here are some top tips on […]
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 […]
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. […]
Creative Thinking in Hospitality
In hospitality, it’s often the smallest moments that leave the biggest impression. That’s the message bestselling author, chef, and entrepreneur Erin Wade brought to life during her recent interview on The Chris Evans Breakfast Show on Virgin Radio. Sharing insights from her book The Mac & Cheese Millionaire, Wade offered a fresh perspective on frontline […]
5 Reasons Why You Should Use a Secret Diner for Your Restaurant
5 Reasons Why You Should Use a Secret Diner for Your Restaurant The restaurant industry is fiercely competitive, and success requires more than just serving great food. To truly stand out, your restaurant must deliver the complete package — an exceptional dining experience that leaves a lasting impression. Every detail matters, from the […]
The Evolution of Mystery Guest Reports
15 years ago, mystery guest reports were very much about ticking boxes: ‘Was cutlery delivered on a tray?’ ✅ ‘Was your beer set down with the label facing you?’ ✅ ‘Were you offered coffee?’ ✅ Then, the nitty gritty, protocols became more relaxed, and the mystery guest reports became more about engagement and subjectivity, […]
Is The Casual Dining Marketing Saturated?
Karen Bosher wrote a great post about the sadness of the demise of another burger chain and how many hospitality groups are only surviving through perpetual investment. It prompted the expected cheerleader comments of “here, here” support. Except for one comment from an MD, not in hospitality, which got me thinking. He said it was down […]
Why Faking Online Reviews is Lose-Lose-Lose
I run a mystery guest company which aggregates reviews as one of its services but, I’m ashamed to say, even I have fallen foul to a company that faked its reviews. It cost me thousands and I had a near breakdown as they failed to build a time-critical e-commerce website. Google didn’t give two hoots, […]
