Silent Customers focus on delivering subjective narrative because it reflects a true and honest customer experience but as a consequence (and probably why many other mystery shopping companies don’t do it) it sometimes upsets owners, tenants, and managers, who find it hard to believe what the Silent Customers are saying.
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.
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.
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.
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.