MYSTERY CUSTOMER ?

Mystery customer visits

More and more pub owners are waking up to the idea of using a Mystery Customer Report. After all it is the customer opinion which lets you know if your pub is a success.

Pub Marketing Promotions will design a unique Mystery Customer Scheme for your individual pub. We work with you to create the best possible training and staff incentive tool you can ever use. Once we have worked to create your personalised report, we carry out your staff training session. We will then leave you and your team with training notes for future reference. The questionnaire is not just tick box format, this is a report where real, valuable, customer feedback is given. Your staff are the forefront of the business, their training is so important! You may not notice, with all going on around you, small areas where improvement is required, however, your customers will do. A Mystery Customer Report will reveal these areas. The report is not just the customer perception of your staff, but the pub as a whole, from the neatness of your hanging baskets to the availability of hand soap in the toilets. It is a total overview of you, your pub and team which can made a real difference to your business success.

Getting a Return

Customers notice a professional, knowledgeable, well trained, smart, welcoming team who SMILE! They will also notice litter in the car park! We can design your Mystery Customer questions around your pub’s offer. Your staff will be motivated to do well by reward and recognition and it is a good idea to have staff incentives set up for high scores or improved results. The Mystery Customer Scheme can also monitor your staff’s knowledge on products, services and up and coming events. It can also be used for their communication skills over the phone too. The ‘whole offer’ from the minute your customer pulls into your car park to the minute they walk out the door is so important for you and your team to get right! It’s the ‘whole experience’ which will determine if a customer will return. Get this right and you are on the road to success.

Customer Comment Cards

Customer feedback is invaluable. As with the Mystery Customer Visits, you need to know what your customer's think of your service, product, offer and team. Whatever you think of your pub and the wonderful ideas you have for making it a success, it’s the customer who will tell you if it really is a success. Customer Comment Cards, with an incentive for filling them in, a monthly draw for a meal for two for example, are a great way of measuring the customer’s overall experience. These customers will also come up with some great ideas too! The comment cards will, like all your pub marketing literature, have an area to fill in the customer details where customer will be offered the opportunity to be added to your customer club (your email marketing database). The more ways you have to recruit members, the more long term customer relationships you will build and the more money you will make.

Go That Extra Mile for your Business

• Specific, structured, measurable, achievable training plan for you and your team to follow making life easier and saving you valuable time

• Specific to your pub, ensuring your standards will be met and staff know the job you expect them to do

• Can be up dated at any point, great for encouraging staff to learn new skills and promote events

• Encourages staff motivation and morale, they will be sure to go that extra mile

• Customers see a happy, well trained, motivated team. This professional image will encourage them to return

• Staff will be happy in their job with structured training and motivation, creating a strong team and  staff retention, minimising the cost of training new replacements

• Encourages staff to keep other areas of the pub tidy and presentable too, I.e. toilets, garden and car park for example. It’s great when a staff member picks up rubbish from the car park on their way in to work, removes some dead heads from the hanging basket or stock up the toilet rolls in the customer toilets with out being asked

• This will encourage your staff to take more pride in where they work

• You will also get more for your money out of your staff when they start these good habits

• The report is a true customer reflection of how they see your pub as a whole, it’s easy to become blind to standards dropping and staff becoming lazy or forgetting what they should be doing. The mystery customer can stop you falling into that trap

• We arrange your monthly visit which will be carried out by members of the public who will give a true reflection of their visit from a customer point of view. We compile your report and work with you to make improvements where required

• We also offer a complete training package for new staff and refresher training for existing staff when required