Testimonials

“We’ve worked with Silent Customer for many years. The team have been key in helping us to embed new call standards, develop upselling skills, and incorporate behaviours across our retail and restaurant teams.

There’s never a “one size fits all” approach – it’s a highly personalised service that allows our managers to focus on key improvement activity across our sites.”

Rick Stein

Rick Stein

What were you looking to achieve by enlisting our services?
We've worked with Silent Customer for a number of years. Our initial reason for using the company was to support with mystery shop visits - we had a number of areas in the business that were sometimes inconsistent in their approach.

How has the relationship developed over the years? Silent Customer was key in supporting the embedding of new call standards for our reservations team. We were able to use the calls as training tools on a one-to-one and team basis, and develop interpersonal skills over the phone. The call reports also helped to develop upselling skills that focused on the customer experience.

Likewise, it helped us to embed behaviours, as well as flow of service skills and knowledge with our retail and restaurant teams.


How is Silent Customer incorporated across the business? We now use Silent Customer to capture reviews, reply to customers, carry out trend analysis work and allow managers to focus on key improvement activity within our sites. This is a key tool for managers to use day-to-day in their roles while managing guest feedback.

The team have always been very responsive. If we have any queries or questions, they work with us to ensure our mystery shop visits and reviews are specific to us. There’s never a “one size fits all” approach.

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.