Day: 3 January 2025

Why Customer Surveys Won’t Tell You The Truth

In the hospitality industry the dropout rate for customer surveys, which take 10+ minutes, is around 30–40%.  For shorter, well-designed surveys, dropout rates are still typically around 20–30%. What’s the impact of this? Well, you might say that ‘it doesn’t matter if some customers drop out as we have plenty that do complete them’. But […]

Vegan and Vegetarian Mystery Shoppers

How important is it for restaurants to provide vegan and vegetarian options? We have silent customers turn down visits because there aren’t enough veggie options on the menus. Searches for vegan restaurants in the UK have tripled over a four-year period, from 60,000 in 2017 to over 200,000 in 2020, highlighting the rising interest in plant-based […]

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.

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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.

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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.

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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.

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