Performance in People - Mystery Shopping


Dont leave your customer service to chance!

Friday 15th March 2019

This Sunday 17th March people all over the UK will celebrating St. Patrick’s Day to honour the former patron Saint of Ireland in the fifth century. The traditional way to celebrate this day is by hitting the pubs, enjoying good food and having a great time with family and friends.

Performance in People (PiP) has listed below a number of customer service tips for the hospitality sector to ensure they’re delivering a gold standard customer service this weekend!


A customer will create a first impression within a matter of seconds – so almost instantly! Its therefore important restaurants are well prepared for their visiting customers. Staff should ensure they are well presented in a clean uniform and wearing a smile; a smile alone doesn’t guarantee excellent customer service, but excellent customer service almost always starts with a smile. General housekeeping is also important. For example, making sure the tables are clean, the bins are not overflowing, parking is available and the exterior of the restaurant is well presented.


There is nothing worse for a customer than them needing assistance and they can’t see anyone who can help. Being ready for each of your customers is one secret to delivering a good level of service. Greet your customer in a friendly manner and take them to their table, ensuring they are comfortable with where they have been placed. Allow customers enough time to browse the menu but remember not to leave them for exaggerated periods of time. Most importantly, don’t appear stressed in front of your customers. The hospitality industry can include high-pressure environments and it’s vital the level of service you provide is not affected by this.


Communication is an important aspect for all businesses as a whole. If communication is weak, the likelihood is you won’t deliver a good customer experience – this applies to customer communication and internal communication with your fellow team members. To relate this to the hospitality sector, ensure tables are not overbooked, communicate to the kitchen any specific customer requirements (even if it is as simple as no mayo on their burger!) and update the customer on any menu changes or out of stock items. This in turn will make the experience easy for the customer and increase the likelihood of them returning!

Don’t leave good customer service to chance this St. Patrick’s Day!

If you would like to find out about how you can measure the levels of service being provided within your restaurant, contact us today. or 01983 568080.

Mystery Shopping | Training | Audits | Customer Surveys

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