Your Restaurant’s Cleanliness is Judged in One Place (And It’s Not the Kitchen)
When customers step into your restaurant, they don’t just judge you by your food. They judge you by the details—your service, the atmosphere, the overall experience. And whether you realize it or not, there’s one unexpected place that shapes their perception the most: the restroom. Think about it. How often do you hear someone return […]
How Many Mystery Shops Do You Really Need?
When it comes to mystery shopping, one of the most common questions I hear is: How many shops should we do? It’s a fair question—but the answer is one that no one really likes: It depends. And it depends on quite a few things—your goals, budget, and what you’re trying to uncover. Whether you’re running […]
Launching a New Store? Here’s What to Focus on First
Launching a new store is exciting—and overwhelming. Whether it’s your second location or the start of a nationwide rollout, there’s one question that always comes up: Where should you start? A recent conversation with a client reminded me how often businesses overcomplicate this phase. They get bogged down by endless metrics: Net Promoter Scores, customer […]
Why Luxury Brands Want You to Wait: The Strategy Behind the Line
The Power of the Line Imagine walking past a luxury store with a queue stretching out the door. For some, it’s an inconvenience. For others, it’s an invitation. After all, if people are willing to wait, it must be worth it—right? This isn’t bad service. It’s deliberate strategy. Luxury brands have mastered the art of […]
Are You Winning the Recommendation Game?
When it comes to driving sales, many brands focus on the obvious: great products, compelling marketing, and competitive pricing. But there’s an often-overlooked factor that has an outsized impact on success: recommendations. In fact, recommendations can increase sales by as much as 70%. That’s not just a number—it’s the result of trust and advocacy at […]
Why Customer Surveys Often Miss the Mark (and What to Do About It)
Most businesses rely on surveys to gauge customer satisfaction, but here’s the uncomfortable truth: surveys rarely tell the full story. Why? Two key reasons: 1. The Silent Majority When things go smoothly, customers don’t usually leave feedback. That’s just how we are—we expect things to work. But the one time something goes wrong? That’s when […]
The Hidden Link Between Process and 5-Star Google Reviews
We all know Google reviews can make or break a business. But here’s something less obvious: they’re often influenced by one thing many companies overlook—following the process. After analyzing 762 Google reviews and mystery shop scores for a fast-food chain, we found a clear pattern. Stores where staff followed the brand’s process had significantly better […]
A 5-Star Debacle on Australia’s Rodeo Drive
Here’s how a 5 star store in Australia’s Rodeo drive turned into a disappointing mess. Fancy doesn’t automatically mean good service.
Don’t be the customer’s spider
Humans are afraid of that which is different, like spiders. We love dogs (mammals, but hate spiders). Be like your customers, mirror them and they won’t think you’re a spider.
How a flimsy sign altered behaviour
Although we see thousands of pieces of advertising every day, they work. But in order for them to work, each store must implement (with precision)
Why you should collect useless information
Why a staff member should collect information even if they can’t do anything about it I closed a bank account today, and the reason I had to close it IS relevant. I closed it because my bank, Greater Bank does not have Apple Pay as part of their Visa card offering. I am now wallet free, digital […]
Shuddup and take my money
Business acumen and customer service are not incompatible. Here are 5 ways a small business can take money from their customers, and their customers will be thankful.
