Do you own a restaurant and wonder if a mystery shoppers evaluation could help you improve your guests experiences? You are thinking along the right line. Secret shoppers are extremely valuable to Niagara restaurants, this is because they evaluate the entire customer experience without bias. This genuine look at your place of business is something you can not achieve alone and reveals touch points that you can work off of to improve guest experiences.
If a secret shopper evaluates your restaurant what will he or show explore? Read on below to find out.
Your Employees
A secret shopper will typically touch a number of your employees including your hosts/hostesses, servers, bartenders, and managers. The secret shoppers will take in their behavior, actions, steps of service (provided by you), their attitudes and reactions. There are many factors that shape the quality of service and these will be evaluated too. For instance menu knowledge, upsell opportunities, table checks, reactions to any problems that may occur. If you have established customer service standards and procedures for your servers and hostesses the secret shopper will evaluate how closely they are followed.
From the observations and subsequent report, you will have a look at well your employee are meeting your own customer service standards as well as those of the experienced and knowledgeable secret shopper.
Revenue Opportunities
One of the smartest ways to increase revenues in a restaurant is through upselling. The secret shopper will review your menu and your restaurant to uncover and identify areas for upsell and revenue opportunities. It may be areas you never thought of previously.
Environment
The cleanliness of your restaurant goes beyond the surface and cleanliness is evaluated from the moment a customer walks in the door. From the servers uniform, to the silverware and rims of glasses. If these areas are being overlooked, you will know immediately.
Food and Drink
Timeliness, quality, presentation, taste, temperature, and price are just some of the factors that the secret shopper will evaluate. Food quality and presentation are very important to the customer and whether or not they equate to what they thought they were ordering matters.,
No matter your objectives for hiring a mystery shopper, the program can help you find the solution to bettering your restaurants customer service experience. Braymark provides high quality secret shopping services to restaurants across Niagara and Ontario. Connect with us below to uplevel for business.
