Testimonials

“The team have been amazing, super helpful and proactive. They truly care, and go above and beyond to help keep us as a company on our toes. This is the reason I am fully onboard with Silent Customer. They have made a huge difference to our business.”

Lucky Voice​

Lucky Voice

How did your role at Lucky Voice tie in with the services we provide?
As Operations Director, one of my primary responsibilities is to monitor and improve customer service. I’m constantly looking for 1% marginal gains in order to improve on everything we do.

What were you looking to achieve by enlisting our services?
We were using a mystery diner company before Silent Customer, but the questionnaires and software were too basic and generic. Silent Customer came to the rescue and gave fresh impetus, helping us to discover how our brand was perceived by the Lucky Voice customer, pre-, during and post-visit.

Did you have any apprehensions about working with Silent Customer?
My first concern was that Silent Customer is a small agency and the communication might not be as readily available as with our existing supplier. Wow! How wrong could I be! The team have been amazing, super helpful and proactive. They truly care, and go above and beyond to help keep us as a company on our toes. This is the reason I am fully onboard with Silent Customer. They maybe a small team, but they have made a huge difference.

What have we achieved for Lucky Voice?
Since working with Silent Customer we have gleaned better insight into our business development strategy and have seen an increase of 2% in overall service scores.

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.