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

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

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

We often say “the customer is always right,” yet many businesses still struggle to hear from customers when things go wrong. Studies show that over 50% of customers won’t complain at the table. But have you ever stopped to consider why? The answer is simple: fear. Many customers don’t hold back because they’re content; they hold back because they’re uncomfortable.     Why Customers Stay Silent Here are some of the most common reasons customers

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 ensure you are writing a great mystery dining report:     1. Start with a Clear Brief Knowing

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, visits businesses anonymously to evaluate various aspects of the customer experience. You may be asked to visit a pub and