Our Values​


Janet, is our Founder and began in hospitality, working weekends and evenings from the age of 14.  

During the many more years that followed in the industry, she saw a clear difference in behaviours, motivation, and productivity when people were given words of encouragement rather than those of critical preaching. 

She learned that people perform better when given autonomy to learn from their mistakes, rather than being reprimanded for simply trying their best.

Silent Customer was founded in 2008 bringing learning directly to the front line, based on the core values of giving feedback kindly to motivate and influence positive change.

Collectively we believe that nobody who runs a pub or restaurant goes to work to do a bad job or disappoint customers. We support managers and owners in finding ways to make changes within their organisations to action smoother running operations which generates happier teams, increases sales and reduces revenue leakage.   

Our team of editors, client managers and silent customers are all selected based on their understanding of the importance of these values.


Sally, is our Operations Manager.  Previously a software engineer, she began working for Silent Customer in 2016 and is a perfect fit for the mystery shopping world for which tech and data has become a necessity in delivering our services.    

As well as having enviable patience in being able to navigate our enormously complex software platforms, Sally is also incredibly kind and patient with our Silent Customers and editors who have to embrace our tech from a different perspective. 

Sally is super proactive with client support and highly accurate in just about all she does.  

She makes a pretty damn fine chocolate ganache cake too.   

Reputation Management

Mystery Visits

Phone & Online Audits

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.

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.

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.

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.