During my 30 years working in hospitality, I have witnessed managers who have been kind and objective in giving feedback and many who weren’t. I saw a clear difference in behaviours, motivation and productivity when people were given words of encouragement rather than those of critical preaching.  I also realised that classroom learning was expensive, logistically challenging and difficult to benchmark.

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.

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