Blogs & Insight
Discover the latest thought leadership from the worlds of mystery dining and reputation management.
What is complex feedback and why do I need it?
Machine Learning v Human Learning. Machine Learning (AI as it has been branded) has been around for 20 years. It just didn’t have the funding or commercial focus to make money until recently. Currently, it tells us stuff that we tell it. It needs information and instruction to give an output, which mostly comes from us humans. The AI the majority of us have access to doesn’t learn further than how it has been programmed.
Okay, it’s Fortnum’s, but EVEN SO!
This is Meghan and me on our annual Christmas pilgrimage to Fortnum’s. We do the rounds and then have a glass of bubbles and some mini sausages in the 3’6 Bar (never thought to ask why it’s called that). Anyway… later that day, I realised I must have left my phone on the sofa there. Doh! Mind you, if you’re going to leave your phone anywhere in London, right? The phone call. I phoned Fortnum’s,
Behind the Scenes at Silent Customer: Experience, Resilience, and Real Service
Personally, and business-wise, it’s been an absolute bugger of a year so far. My mother passed away in Feb after a short battle with Cancer. The day after she died the GP ‘fast-tracked’ my other half for suspected cancer. (It wasn’t – thankfully). At the same time, I was suffering from awful bladder plain which has since been diagnosed as chronic and incurable. I’ve had hand surgery, and there’s more besides.
Has the smaller pool of front of house talent made it harder to deliver a great service experience?
Employed people in hospitality are super expensive, difficult to come by, and it seems, lacking in basic people skills and practical logic. I ran my first restaurant as a general manager 30 years ago when I was 21. Food and labour costs were stressful to manage then. Chefs were difficult to come by, although not nigh-on-impossible as it is now. However, front of house people dropped application forms off in droves. There was more choice
How Flexible Office Spaces Can Win (or Lose) in the First 5 Minutes
In the world of flexible office spaces, first impressions matter more than most office space owners realise. Whether someone is stepping into your coworking environment for a tour, arriving for their first official day, or simply testing the waters with a day pass, the first five minutes often determine whether they will become a loyal member or quietly move on to the next option down the street. At Silent Customer, we specialise in uncovering these
Stop Rudeness From Eroding Your Revenue
In hospitality, every detail matters from the flavour of the food to the ambience of the space. Yet one of the biggest influences on customer loyalty (and, ultimately, your bottom line) isn’t what’s on the plate or in the glass. It’s how your guests are treated by your team. Unfortunately, many hospitality businesses underestimate just how much rudeness, detachment, or lack of engagement can cost them. You can have the most stunning menu
