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mystery shopping for your hospitality business

Do you want an objective insight into how well you are doing from a customer's perspective? And do you want to be better?!

If the answer is yes, then our Mystery Shopping service could be just what you need.

Providing you with an independent view of how well your customer's are being looked after, Mystery Shopping is a cost effective way of evaluating how your business and your staff are performing. Typically a service used by larger, branded chains we can offer you a range of packages that can suit your requirements and budget.

So, for the straightforward, honest feedback you need to have for the future success of your business contact us for an initial discussion and quote. It will cost you less than you would think, and it might just help you more than you could imagine!

so you ask, why would you choose mystery shopping?

Because you have to retain and grow your client base, and you have to do this through providing your guests and customers with a good product and excellent service - consistently. Its the easiest and cheapest way to run your business successfully because -

• It can cost up to TEN times more to gain a new customer than to keep a new one
• And with the wonders of human nature, every one unhappy customer will tell at least FIVE others of a poor experience!

Not only that, but when the product, price or location of what you offer is no longer unique, the only variable is the service with which it's delivered - and your service becomes your key to success - never more so than in more challenging economic times.

Now, theres nothing clever here, and you have more than likely heard all this before. The question is, have you done anything to check and test your business, its offering and it's service??? If the answer is no... think about the benefits of calling us! 

and how will mystery shopping benefit my business?

We think there are a number of benefits to using Mystery Shopping, but we would wouldn't we?! So think about the following points and ask the question - 'would that help me'?....

An effective Mystery Shopping programme can help you -

• Monitor and measure customer service levels
• Ensure that agreed standards are met and maintained
• Monitor standards of of presentation, display, layout and cleanliness
• Improve your product and service and retain your customers
• Increase staff awareness and focus on quality and service
• Identify staff training and development needs

All Mystery Shopping visits are carried out anonymously during an agreed time period with a full detailed report with recommended action points submitted within one week of the visit.  

which part of my business will I use my mystery shopping programme for?

Quite simply, the programme can be used for all the aspects of your business that one of your customers can experience. The programme can be tailored to focus on particular areas that require support or used in all areas to provide a comprehensive assessment of your whole business.

Areas where most benefit can be gained are -

Hotel Reception and Reservations -

Mystery Audits by telephone, e-mail and walk-in's with enquiries, reservations and show-round requests.

Conference, Weddings and Events -

Mystery Audits by telephone, e-mail and walk-in's with enquiries, reservations, bookings, and show-round requests.

Hotel's and Bed and Breakfast's -

Mystery Guest overnight stays covering all aspects from initial enquiry and reservation through the whole guest journey to check-out at the end of the stay.

Restaurants, Bars, Cafes and Coffee Shops -

Mystery Guest visits sampling all aspects of the available offering and service - just as your customers experience it.

Spa's -

Mystery Audits by telephone, e-mail and walk-in's with enquiries, reservations, bookings and show-round requests leading to Mystery Guest visits with the full experience of using the facilities and treatments.