Restauranteurs are all aware of the importance of good customer service training and maintaining a solid, ongoing training programme for staff but how often do they put it to the test?It is very important to walk the customer journey from time to time to experience exactly what your clients do, see what they see and taste what they taste!
Mystery shopping, or in this case Mystery Dining is the best way to get unbiased, honest feedback on all aspects of the customers experience starting with the initial impressions on arrival, through the ordering process all the way to paying the bill.
Inspectors will comment on appearance, cleanliness, staff attitude, service received and of course the quality of the food.
The resulting feedback will provide you, as proprietor, with a comprehensive report focusing on over 70 points of the visit, scored with feedback notes and suggestions where appropriate.
I recommend investing in a programme of quarterly visits as the scoring system allows you to monitor progress as the areas highlighted are focused on within the ongoing staff training.
If you have rooms then you may wish to include the overnight stay in the report, all aspects of the accommodation are reviewed including comfort of the room, facilities and even breakfast.
For more information about Mystery Dining please contact Mark Raines at The Mystery Diner 07531120817 or email sales@markraines.co.uk
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