Wednesday, 20 November 2024
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Why Secret Shoppers Are Essential for the Catering and Pub Trade
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| Ordinary or mystery diners? Nobody can tell |
Yet, how can you be certain your staff are delivering top-notch service when you’re not around?
This is where secret shoppers come in. Hiring mystery diners or drinkers is one of the most effective ways to get an unbiased, unfiltered view of how your business operates on the ground. Let’s delve into why employing secret shoppers is essential for maintaining high standards in the catering and pub trade.
1. Discover What Customers Truly Experience
While you may have policies and training programmes in place, what actually happens when your staff are under pressure? Secret shoppers offer a first-hand account of the guest experience, from the initial greeting to the quality of service and the condition of the facilities.
By acting as regular patrons, they can uncover details you might otherwise miss, such as:
How long it takes to be served.
Whether the food or drink meets expectations.
The cleanliness of the venue.
The attitude and professionalism of staff.
This unvarnished feedback is invaluable for identifying gaps between the service you think you’re providing and the reality your customers face.
2. Enhance Staff Accountability
Knowing that a secret shopper could visit at any time encourages employees to remain on their toes. It fosters a culture of accountability, motivating staff to consistently deliver exceptional service.
Moreover, the insights gained can help you identify training needs. If specific staff members are falling short in areas like hospitality or efficiency, you can offer targeted support to help them improve.
3. Protect Your Reputation
Word of mouth is powerful in the catering and pub industry, and one bad experience can spread like wildfire through online reviews and social media. Secret shoppers can identify potential weak points before they escalate into customer complaints.
For instance:
Are orders being prepared correctly and delivered promptly?
Are team members handling difficult customers with professionalism?
Is the bar staff maintaining responsible serving practices?
Is a manager an overbearing bully toward their staff?
By addressing these issues early, you can safeguard your establishment’s reputation and build trust among patrons.
4. Gain Competitive Insights
Secret shoppers can also provide a comparative analysis of your competitors. By commissioning a mystery diner to visit similar pubs or restaurants in your area, you can glean insights into their strengths and weaknesses.
Are they offering better value for money? Is their service faster or more personable? Understanding how you stack up allows you to refine your approach and stay ahead of the competition.
5. Improve Customer Retention
The ultimate goal of employing secret shoppers is to create an environment where customers feel valued and want to return. Regular assessments help ensure that your standards remain high and that every guest receives a memorable experience.
Loyal patrons are the lifeblood of any pub or catering business. They’re more likely to recommend your establishment to friends and family, leave glowing reviews, and provide consistent revenue.
Investing in secret shoppers is an investment in your business’s success. They provide a unique perspective that no customer survey or staff meeting can replicate. By uncovering the real truth about how your establishment is run, you gain the tools to make meaningful improvements that keep customers coming back.
In the fast-paced world of catering and pubs, standing out is crucial. With the insights provided by secret shoppers, you can ensure your business consistently exceeds expectations—and that’s the key to thriving in this competitive industry.
If you want to create a secret shopper or mystery diner programme for your business there are several firms offering these services:-
https://www.bareinternational.eu
https://www.insightmarketresearch.co.uk
None of the above firms are sponsors. They are only included for your information.
Incidentally when my wife and I worked as mystery shoppers/diners several years ago we actually identified several problems in a cafe we visited. Most of which were the fault of the manager who was an overbearing bully who was abusing staff, including a special needs member of staff.
Tuesday, 19 November 2024
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Celebrating International Men’s Day with Style: Food, Drink, and a Touch of Festivity
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It’s also a day to unwind, indulge, and enjoy the company of good friends and family.
If you’re planning to make this day memorable, here’s how you can do so with delicious food, refreshing drinks, and an impromptu party.
1. Start with their Favourite Food
They say the way to anyone’s heart is through their stomach, and International Men’s Day is no exception. Whether it’s a classic steak dinner, hearty fish and chips, a spicy curry, or even a lovingly prepared homemade pizza, start with their favourite dish.
If you’re unsure of their top choice, opt for a menu that’s simple yet crowd-pleasing:
Starters: Crispy chicken wings, garlic bread, or nachos with all the trimmings.
Main Course: A BBQ spread with grilled meats, veggie skewers, and a selection of fresh salads.
Desserts: Sticky toffee pudding, a rich chocolate mousse, or a cheese board for those who prefer savoury treats.
For those who enjoy cooking, this could be the perfect chance to bond in the kitchen while creating a masterpiece together.
2. Pair It with Their Drink of Choice
Drinks are an essential part of any celebration. Whether they’re fans of craft beer, a fine whisky, a classic G&T, or even a non-alcoholic mocktail, tailor the drinks to their preferences.
For the whisky enthusiast, consider hosting a mini tasting session featuring drams from different regions—perhaps a smooth Speyside, a smoky Islay, or an adventurous English whisky if you’re feeling patriotic.
For beer lovers, stock up on a selection of ales, lagers, or stouts from local breweries to add a touch of variety. Alternatively, a signature cocktail, such as an Old Fashioned or Espresso Martini, can elevate the evening.
3. Make It an Impromptu Party
Turn the day into a celebration by organising a small gathering of close friends and family. You don’t need to go overboard—sometimes the best parties are the most spontaneous.
Here’s how to keep it casual but festive:
Decorations: A few string lights, candles, or balloons can transform any space into a party-ready venue.
Music: Create a playlist of their favourite tunes or go for a mix of feel-good classics and current hits.
Games: Bring out board games, a deck of cards, or even a trivia quiz to keep everyone entertained.
Themed Activities: If they’re into sports, organise a mini competition or set up the telly for a sports watch party. If they’re more laid-back, a cosy film night with snacks could be perfect.
4. Take a Moment to Reflect
Amidst the food, drinks, and fun, take a moment to acknowledge the significance of International Men’s Day. Share a toast, exchange a few words of appreciation, or write a heartfelt note expressing what makes them special.
5. Wrap It Up with a Memorable Gesture
End the evening on a high note by giving them a small, thoughtful gift. It doesn’t have to be extravagant—a book they’ve been wanting, a bottle of their favourite drink, or even a framed photo of a cherished memory can be deeply meaningful.
International Men’s Day is a chance to show gratitude, foster connections, and create lasting memories. So, grab their favourite food, pour their preferred drink, and let the good times roll. Here’s to celebrating the remarkable men who make life all the richer!
Happy International Men’s Day!
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Why We Britons Must Stand with Our Family Farmers
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Family farmers, who have tilled this land for generations, are the custodians of this heritage. Yet today, they face unprecedented challenges that threaten not only their livelihoods but also our food security, rural communities, and cultural identity.
Now more than ever, it is imperative that we, as a nation, stand shoulder to shoulder with our family farmers. Here’s why.
1. Food Security in an Uncertain World
The COVID-19 pandemic and global supply chain crises have exposed the fragility of our reliance on imported goods. With over 40% of the food we consume in the UK imported, the need to bolster local food production has never been clearer. Family farmers provide fresh, nutritious, and seasonal produce that doesn’t have to travel thousands of miles to reach our plates. Supporting them ensures a resilient food system, capable of weathering global shocks and reducing our dependence on imports.
2. Protecting Our Countryside
Family farmers are stewards of the land, managing over 70% of the UK’s countryside. They maintain hedgerows, conserve wildlife habitats, and use sustainable practices to preserve the natural beauty and biodiversity of our rural landscapes.
Without their efforts, these spaces risk being abandoned, degraded, or replaced by industrial farming methods that prioritise profit over environmental health.
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Farming is the backbone of many rural communities, providing jobs, supporting local businesses, and fostering a sense of identity. When family farms disappear, villages lose not only their economic foundation but also their social fabric. Supporting our farmers means investing in vibrant, thriving rural areas where traditions endure, and families can flourish.
4. Defending Ethical Food Production
British family farmers are among the most ethical and environmentally conscious in the world. They adhere to strict animal welfare standards, use fewer pesticides, and are committed to reducing carbon emissions.
Supporting them means rejecting imported goods produced under lower standards that exploit workers, animals, and the environment. By choosing local, we send a clear message: ethics matter.
5. Standing Against Unfair Competition
Family farmers face mounting pressures from cheap imports, supermarket monopolies, and government policies that often prioritise trade deals over local agriculture. These pressures force many small farmers to sell up, unable to compete. It’s our duty as consumers to demand fair prices and trade policies that protect British farmers from being undercut by foreign competition.
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Standing with family farmers doesn’t require grand gestures; small, everyday actions make a difference.
Shop locally: Buy from farmers’ markets, farm shops, or online platforms that directly support British farmers.
Choose British produce: Look for the Red Tractor logo or other certifications that guarantee local origin and high standards.
Support policy change: Advocate for agricultural policies that prioritise sustainable farming and protect family farmers.
Educate yourself: Learn about the challenges farmers face and share their stories with others.
The Future of Farming is in Our Hands
Family farmers are not just food producers—they are the guardians of our culture, our environment, and our communities. Without them, the British countryside as we know it will wither. By standing with our family farmers, we ensure a future where the land continues to provide, inspire, and thrive.
The time to act is now. Let’s not just talk about supporting local; let’s make it a priority. Because when we stand with our farmers, we stand for Britain.
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