It’s exciting to say that 2015 is Travelling Mystery Guest’s second year of existence and we have been blessed with some great clients thus far. It is also a privilege to say that some of these clients have hired Travelling Mystery Guest on a long term basis, to evaluate their service standards monthly or quarterly.
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Customer Journey Evaluations
(Similar to Mystery Guest Visits)
Restaurants R1500 (Including meals up to R500, excluding travel costs outside of Gauteng)
Guesthouses R2000 (Including accommodation and meals up to R750, excluding travel costs outside of Gauteng)
Hotels R2500 (Including accommodation and meals up to R1000, excluding travel costs outside of Gauteng)
Social Media Management
(Includes planning, scheduling and management of up to 4 social media platforms)
Monthly Planning & Scheduling R375.00 per hour (minimum 4 hours per month)
Training Sessions & Workshops
(We come to you)
Communicate with Customers R500.00 per person per half-day session (minimum 2 delegates)
The Hotel Wheel R500.00 per person per half-day session (minimum 2 delegates)
The Restaurant Wheel R500.00 per person per half-day session (minimum 2 delegates)
The Basics of Social Media R500.00 per person per half-day session (minimum 2 delegates)
If you are interested in getting to know more about what we do, feel free to contact Renate on 082 336 1562 / firstname.lastname@example.org.
After doing some research on the customer journey, I came across the hotel wheel a few months ago. From there I realized that any company has a wheel which indicates the customer’s journey from the first interaction right through to the follow ups and customers returning. Therefore, a restaurant should also have a wheel that indicates the customer’s journey.
Here is the restaurant wheel as Travelling Mystery Guest sees it:
Restaurant Wheel by TMG
- Internet research – Customers choose restaurants on recommendation from friends on Facebook or Twitter, from websites like EatOut, Food24 and so forth and make final decisions from other platforms like TripAdvisor, Hello Peter and reviews on the restaurant’s pages like Facebook and Google+.
- Booking – From there the booking is made, and here the customer makes his / her first acquaintance with the restaurant. This means that even the person on telephone duty has a huge responsibility regarding customer experience.
- Directions – A part of the customer journey that is often neglected. Customers expect to find proper directions to the destination. This means that restaurants need to provide the destination’s address on all of their internet pages, and even better, be on Google Places / Google Maps in order for customers to find the destination without any trouble.
- Arrival – Customers expect to be welcomed and that, especially when they have booked, the restaurant is prepared for their arrival.
- The visit – This section can be discussed in a whole lot of detail (consider joining Travelling Mystery Guest for an in depth workshop on the Restaurant Wheel). This is where waiters and the restaurant really need to impress, as it is now not only about the communication, but also about the taste, the atmosphere, the timing, the staff’s knowledge, the restaurant’s image and the overall customer experience.
- Departure – Many restaurants tend to neglect this part of the wheel, even though it is still important. Customers want to be invited back and they want the opportunity to say something about their If restaurants don’t ask, they probably wouldn’t know if guests had enjoyed the experience or not.
- Follow up – Not many restaurants do this, as they don’t always have the customers’ contact details (except if the customer has made a booking). Still, follow-ups are very important, even if it is done universally via social media. This also gives you the opportunity to learn more about current trends and expectations among your fans.
To book a Travelling Mystery Guest workshop on the Restaurant Wheel, contact Renate: email@example.com / 082 336 1562.