Why setting realistic guest expectations is important
Great service is about the perception of value but when I say ‘value’ I don’t mean in monetary terms. I mean how, as customers, are made to ‘feel’. Core values! The principles which are deeply ingrained in us , inherited from our parents, and moulded to us in our early years.
Why hospitality is important in clinical settings-.
This story highlights how using mystery shoppers in a clinical setting can find out what you need to do differently to reassure your patients.
How can I attract more customers to my pub?
If you have a dart board and a pool table, it doesn’t mean you can’t put some effort int the décor and food. Why would you shun away two thirds of your local community by making your pub less welcoming to them?
The power of a smile
Those of us in service led roles have a duty of care that goes above the mechanics of delivery. We are there to pick people up, to make their day better, to give them joy.
What’s it like running a pub?
Firstly, if you have never worked in hospitality, please take off those rose-tinted glasses. It’s a huge financial risk and you need AT LEAST tens of thousands of quids to get through your first year.
How do I become a hotel mystery shopper?
Anyone can sign up to be a mystery shopper but not everyone will get chosen for the high end visits….
Using gaming tech in hospitality
We’re still busy getting the hang of the hang of ever changing face of Instagram but now gaming is on the scene, do we need to jump on this bandwagon too?
5 surprising ways that mystery shopping can help your business
From the physical setup of receptions and hotels, to team motivation and analysis of management performance, mystery shopper feedback does far more than you might think…
What is an NPS score and what does it really mean?
NPS stands for Net Promoter Score. In hospitality, this is often a confusing area, so here we examine how businesses can extract value from their NPS.
What’s Best? Mystery Shopping or Customer Reviews
We’re not pitting one against the other… After all, at Silent Customer we offer both! But the two are often compared, so here we layout the pros and cons in black and white.
