“People come for the food. They return for the service.” – Tom Colicchio, on “Top Chef”
Restaurant Mystery Shopping
Restaurant customers have expectations based on pricing and brand reputation (word-of-mouth, social media, and online reviews) before they step food into an establishment.
I-SPY Hospitality mystery shopper program provides restaurants with actionable data gathered during a meal experienced by their typical customer. Customer experience touch-points covered in our reports may include the reservation call, greeting staff, service staff, bartenders, managers, housekeeping and atmosphere, and of course the food taste and perceived valuel.
Are you ready to
increase revenue?
contact me today for a free 15 MIN consultation to discuss your business and how a mystery shopping program with I-SPY Hospitality will enhance your customer experience
Full-Service Restaurants
Medium sized and large restaurant groups, chains, and franchises, as well as local operators, design the full-service dining experience to include bar and dining room service. Our mystery shopping services focus on hospitality and sales touch-points for your greeting staff, service staff and bartenders to enhance the customer experience and maximize on their potential sales opportunities.
Servers and Bartenders will learn how to earn more money in tips by upping their level of hospitality as well as suggestive selling techniques. Restaurateurs benefit by having happier customers and employees, and increased revenue.
QSR and Fast Casual Restaurants
Fast casual restaurants and QSRs are managed by franchisees and chain operators in local, regional, and national markets who grow a successful concept. Long-term success and building brandy loyalty are based on each location’s ability to follow company standards of service and consistently prepare and portion the food, so customers have the same experience at each location.
Our mystery shopper program provides individual location and companywide metrics to compare store-to-store sales figures and may be used as part of employee bonus programs.
Dining at the Bar
Many people enjoy dinner at the bar, whether at a popular restaurant or a neighborhood pub. While mixing drinks and pouring wine and beer is a bartender’s primary duty, having a party dine at the bar will significantly increase the amount of their tip and revenue for the restaurant. Our dine-at-the-bar mystery shop report provides invaluable measurables on bartender hospitality and suggestive selling, as well as their integrity with your liquid assets.
Fine Dining Restaurants
Fine dining restaurants attract foodies and those celebrating a special occasion. They aspire to earn praise and stars from respected travel publications such as Michelin Guide and Forbes Travel Guide. Our mystery diners understand the critical standards evaluators inspect for, and that customers spending hundreds of dollars per person expect perfection. Our fine dining report will play a vital role in ensuring your staff continually strives to provide the quintessential dining experience.
Hotel and Resort Mystery Shopping
Employees making a positive first and last impression is vital to the successful hotel and resort customer experience. Our hotel mystery shopping program allows for the gathering of essential data points pertaining to reception check-in, housekeeping, room service call and check-out. I-SPY’s objective reports will be an invaluable training tool for front desk and housekeeping staffs to create memorable guest experiences.
sales fulfillment
apartments
The process of renting an apartment, condo, townhome, or single-family home is oftentimes a time-consuming, nerve-wracking experience for the customer. Learn independently through our team of mystery shoppers how your real estate professionals combine knowledge, patience, administration, and sales technique with your prospective tenants. Metrics and trending from our reports will be a useful tool during staff training to raise closing percentages.
auto dealers
Second to a home, a vehicle is the priciest item most consumers will purchase. And perhaps no industry’s character is as questioned as that of the auto industry. Implementation of our customer experience mystery shop program will highlight strengths as well as areas for improvement for your dealership’s sales team, leading to increased brand loyalty with customers, a more effective workforce earning more money and increased revenue for your operation.
car washes
Your chain of carwashes offers consumers a monthly subscription which generates extra income for your operation. It is physically impossible for your ownership team to visit each location with consistency. Our network of mystery shoppers will allow you to monitor if and how employees are promoting this service through objective data points.
fitness centers + gyms
To continue growing your chain of fitness centers, you depend on each the sales team of each location to increase membership numbers. You may learn independently through our team of mystery shoppers of staff interactions with your prospective members during their tour of the facility and follow-up communication.
retail food + beverage
Your high-volume retail shop offers an array of prepackaged and prepared gourmet foods, meats and cheeses and craft beverages. Employees are tasked with providing knowledgeable, attentive-yet-expedited service to keep a consistent flow and foster repeat business. Our mystery shoppers will objectively gather information about the ordering and checkout processes.
competitor evaluations
Go beyond mystery shopping your own business. Our team will conduct an objective secret shop of a competitor so you may learn about their typical customer experience. We will follow the standards of service in place for your business as we anonymously gather intel of their operation.
educational institutions
Educational Institutions — private schools, prep schools, technical schools, trade schools, and colleges and universities — spend millions of dollars per year marketing to potential students. A school relies on the professionalism, knowledge and salesmanship of their admissions team to build their student body. Through our mystery shop program, your school will learn how a prospective student gauges your literature, tour and follow-up.
staff training
education + energization
A restaurant will increase revenue by educating its front of house staff on how to improve their customer experience and maximize on their potential sales opportunities.
As explained in my book (Restaurant Service + Hospitality 101, the Guide for SERVERS + BARTENDERS to Earn AS MUCH MONEY as Possible in TIPS) servers and bartenders and owners they work for have the same goal: to earn as much money as possible. The more a server or bartender suggestively sells and provides friendly, hospitable service to their customer, the more money they will earn in tips. And your restaurant will increase revenue. Your investors will be happy, staff will be happy, and your customers will be happy!
Training includes education and energization via role-play and Q&A teaching, I will teach your hostesses, bartenders, servers and managers how to proactively anticipate the needs of their customers, treat each guest like a VIP and maximize on their sales opportunities.
Are you ready to
increase revenue?
contact me today for a free 15 MIN consultation to discuss your business and how a mystery shopping program with I-SPY Hospitality will enhance your customer experience