Want to be more successful in catering?
You need this information!
Think about it.....
A dissatisfied customer will not
take the time to complain 96% of the time. These customers
vote with their feet.
The dissatisfied customer will tell 9-10 people about
their awful experience and these people will pass on
this information to up to 20 others.
One bad experience in your establishment can result
in a potential loss of up to 200 customers!
Considering that it costs five times more to attract
a new customer than it does to keep an existing one,
retaining your current customers is not only essential
- it is the lifeblood of your business.
A poorly designed menu or a waitress
who lacks customer service skills can
cost you money!
TFC Food Services will provide
you with an objective, detailed assessment of your food
and beverage offer and staff performance. But that's
not all, we'll then assist you to make the most of the
findings, seeking out solutions to the opportunities
and really boosting business.
What is mystery shopping?
Mystery shopping is a common practice in many industries
to assess customer service performance. Some clients
use multiple observations on different days and at different
times of day to develop an overview of how employees
and outlets are performing. If your business doesn't
provide a satisfying customer experience, return visits
and personal recommendations will plummet - along with
your profits. How can you get rave reviews from your
customers, increase spend per head and build loyalty
in your business?
Successful restaurateurs find mystery shopping a critical
management tool in assessing staff performance, matching
the product to the market and understanding the experiences
of their customers! But mystery shopping is not an end
in itself....
TFC Food Services's clear-sighted, objective reports
will help prevent the loss of your most valuable asset:
your hard-earned customers. Frequenting your business
incognito as a typical customer,
TFC Food Services will identify issues that can be
both complimentary and/or detrimental to your operation.
The Customer's Eye View
Do you remember the last time you had a really good
eating out experience? What made that experience memorable?
Was it the ambience and cleanliness of the dining area,
the presentation and quality of your meal or your attentive
waitress? It was probably a combination of all of these
experiences that contributed to your visit being memorable!
But its so difficult to be objective about your own
business. What message are you sending to your customers?
Professional restaurant mystery shopping by TFC will
report on your customer service and food provision.
We can evaluate your menu, product and employees in
everyday customer service situations to provide you
with accurate and unbiased feedback - a highly detailed
and objective evaluation of your business's performance
and all aspects of your customer's dining experience.
We will help you find opportunities and solutions so
you can understand where your training budget should
be spent, while at the same time providing valuable
information to make decisions that will directly impact
your bottom line. We will help you turn your mystery
shop data into quick correction of problem areas before
you lose customers. It will also mean you will recognise
and reward your superstars before you lose them to your
competition.
Experience Professionalism
At TFC Food Services we have many years experience in
the hospitality industry. Catherine Tuff was Chief Inspector
for the Taste of Scotland, a long established and highly
successful independent food guide. Incognito guest visits
were immediately followed with a face to face consultative
debrief with the chef and/or manager. An in-depth knowledge
of the culinary business is the only way to credibility.
Each style of business is considered for its own merits
and targets.
Cost Effective
A mystery shop scheme can quickly pay for itself. Are
performance bonuses being paid but not earned? Mystery
shop reports answer this question for you. The savings
in unearned bonuses alone could cover your costs.
Measuring up
Mystery shopping not only identifies areas of weakness,
but also areas of strength. Mystery shoppers can provide
another pair of eyes to witness an employee's extra
effort or attention to detail. Results scores can be
used to structure rewards and to promote excellence.
Mystery shopping can also be an important component
of employee training and evaluation. Integrating the
findings into your training plan can highlight elements
of service often overlooked in conventional training
such as the importance of eye contact, for example.
When expectations are clear, performance, commitment,
and morale improves.
One Step Beyond..
Mystery shopping examines every angle of service objectively.
It goes beyond the symptoms to diagnose what is being
done correctly or incorrectly. Problems or trends are
identified before they get out of hand. Mystery shopping
provides objective results in black and white. Weaknesses
are clearly identified and management can be confident
in proceeding with the appropriate response needed to
correct any deficiency or reward the exceptional effort.
Use our reporting to fine tune your training.
Your standards, your say
We work with each client individually to ensure that
our reporting reflects your goals and objectives for
business operation and customer satisfaction. You are
the expert when it comes to knowing your customers and
the standards of service you require. TFC will provide
objective measures of those standards.
The inside story
Average all-purpose 'Mystery shoppers' can tell you
who, what, when, and where. Indeed, your customers probably
already do. TFC Food Services however, takes things
one step further and tells you "why" .why a below standard
score was noted.why a rating of "Excellent" was awarded.
A debrief meeting to discuss results and progress is
highly recommended to maximise the potential from the
exercise - identifying areas of weakness and encouraging
improvement. We welcome the opportunity to demonstrate
to you what well-designed mystery shopping will do to
improve your staff performance and increase your bottom
line! For more information please get in touch. You
will be taking a first step in improving your sales
and customer service levels.
What does it cost?
The visit and report are available as a stand alone
package but it is highly recommended that to get the
full potential from these, a post-visit on-site meeting
is also held so that together we can look at how your
business can make cost effective (often cost free) improvements.
Contact us
for a customised quote.
What you will find out
Reservations - first impressions are very important
and if a potential customer calls your establishment,
will your staff be ready?
Facilities - are the exterior, dining area, and other
public areas like toilets and bar, clean and presentable?
Menu - are you attracting a high enough spend per head?
Are you matching your market?
Food - is it well presented, according to your standard
operating procedures?
Host/Hostess - are your 'front-line' staff members putting
their best foot forward?
Wait staff - is the waiter/waitress well-trained and
knowledgeable about menu items? Are they attentive and
responsive to the customer?
Manager - is a member of management present and interacting
effectively with staff and guests?
But more importantly, how can you cost-effectively
improve all these statistics? Get
in touch now to find out. TOP
