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 at Silent Customer.   “Thank you for all your HELP so far. You have been truly great throughout our partnership.

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.     To truly deliver outstanding service, you need to see your business exactly as your customers do. But for

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 service — one that encourages teams to embrace creative thinking, micro-goals, and emotional intelligence. One standout idea from Wade? Ask

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 ease of booking to the warmth of the welcome, the quality of the meal, and the overall ambiance. Each element

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, focussing on how customers were made to feel:   ‘How did you rate the food/service/ambiance? Please explain’. 💯   Subjective

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 to ‘poor business planning, and that ‘the market is saturated with food joints’.  Harsh! But is he wrong?