Secret Shopper Programs

Secret Shopper Programs

A Secret Shopper is just what it sounds like. At times the thrilling stuff of movies, an analytical person goes undercover to assess a business based on their individual experience. Other times, like with the mobile app Servy, it’s a frequenter of the food scene who is incentivized to provide honest feedback.

Internal Auditing Tips

Internal Auditing Tips

We talk a lot about utilizing customer feedback to enhance external quality factors of your business, but how do you manage the nitty gritty details that most people don’t even see? Sure, atmosphere, helpful staff, and user-friendly spaces keep patrons happy, but all of that hard work can break down faster than you can say “order up!” without an internal auditing program to keep the bare bones are in good condition.

Customer's Voice - Most Powerful Resouce Available

Customer's Voice - Most Powerful Resouce Available

What a time to own a business! Now, more than ever before, there are ample, easily-accessible resources out there that can help you elevate your business. Hiring internal auditing teams, bringing in experienced business-people and restaurateurs, working with business consultants or financial planners. None of this is inconsequential. After all, you need a rock-solid backend before you can open your doors and delve into the client-facing side of business. You do the legwork, the research, and your doors are open. Already this is farther than many businesses make it. The trick is not only keeping your business afloat. It’s not only creating a successful business. It’s about creating a business that consumers value. Customer feedback has proven itself to be one of the most powerful tools that a company has at its disposal. And better yet, it’s often free and easily-accessed.

Scared of Feedback? Don't Be

Scared of Feedback? Don't Be

Real talk: No one likes to be criticized. I don’t care how thick-skinned you are-- (and we all know, you need a thick skin in the service industry) everyone cringes in the face of criticism from customer feedback. You’re out there hustling, doing your best to build your business, and sometimes it can be scary to be faced with the fact that hard work isn’t always enough to keep customers happy.

Customer Is Always Right

Customer Is Always Right

Work in the service or hospitality industry, and it seems like this comes up more often than we refill waters. Not only a mantra but rather a cornerstone for understanding the role of restaurant in the service model, this is a valuable thing to consider in it’s many forms while contemplating customer feedback and how to anticipate it or respond to it. In the age of increasingly public complaints on social media and sites like Yelp, the customer service game has completely changed--and it’s keep up, or lose your reputation.

Restaurant Comping Tips

Restaurant Comping Tips

Let’s face it--your product can be great, but it’s nothing without A+ service that makes each customer feel special. And we all know too well that, unfortunately, not every single patron is going to walk away with a smile, no matter how hard we try. Maybe they’re having a bad day and being extra picky, maybe it was a factor out of our control, or perhaps it was a helpful growing moment for a new establishment still finding their sea legs. No matter what, when the time comes to address customer dissatisfaction and turn that criticism into an opportunity to showcase your brand’s integrity, we are faced with a question that is even older than the internet--to comp, or not to comp?