Over the past 25 plus odd years in the Hospitality, l have realised how the industry has revolved :
I have seen Brands branching /splitting, have seen some disappear and then reappear with a new name. Some have stuck it and are still existing : However the influx of International brands is set to have an impact on the brands who are not changing with the times :
In this little letter – l want to share with a little secret – on at least ‘” how to survive”
Main step: –
Take Care of your Customers :- First Internal Customers and then your External customers :
Use the mystery shopping audits for the following:
- To improve
- To reflect
- To train ,coach and or mentor
- To motivate
- To assess staff ability to build rapport with the customer s and also to assess if the customer is given Value for money options.
Please balance them up : For an example if your restaurant is doing 600k per month 1 mystery shopper visit won’t give you the best synopsis : 1 customer out of a 6000 estimated spend per head R100 …. Ask yourself what then happens once the audit is carried out during the first week of the month and the results given:- Complacency creeps in and 5999 Customers are subjected to bad service:
Have you realised that your restaurant does well in Mystery shopper audits but has a lot of customer complaints : –
Mystery shopper audits are not for :
- Disciplinary issues
- For punishment
- Focusing on only them but are meant to ensure that every customer is treated as an Auditor
- A weapon to dismiss staff
Remember the following :
- A mystery shopper is his own person:_ he/she brings own preferences, habits and expectations :
- It’s one dimensional ( about one person view and not how all types of customers rate service)
- Mystery shopper is completely subjective
- In most cases it is a Singular experience and there might be factors (operational factors) which might play a role on that visit: e.g. busy day /time /period or short staff, etc. . . .
- If competitor information is not collected as well for comparison – then we might not be making full use of the Mystery shopper audit
Want to improve your Customer service Contact us for solutions : What answers :- we here for your business
In Hospitality Spirit
Kind Regards
Sales Team