The Silent Customer was conceived in 2008 as a consultancy based business offering mystery dining, customer feedback and learning & development. From our own research and from listening to both customers and hospitality professionals, it soon became clear that customers felt they were not being heard and that managers felt they were not being given the opportunity to rectify mistakes. We realised that by finding ways to reward customers for their objective feedback they would, in return, provide valuable business insights that managers could use to make improvements to their service and marketing strategies. Over the last few years we have become specialists in mystery dining and offer a bespoke service to small and medium multi-site businesses.
I have worked in the hospitality arena for many years starting as a pot wash at 14 years old and running my first restaurant for a high street chain at 19. I have worked as a Waitress, a Pizzaiolo Chef, General Manager, Trainer, Wedding and Events Planner and Marketing Manager in independent, corporate, high street and multi functional venues.
Caring about how customers think and feel has always been my primary driver. I see underwhelmed customers walking away from businesses everyday with the manager often completely unaware. We all have a duty to help our service industry, not just survive but thrive. We all need to be more confident in giving honest, kindly delivered, feedback and accept that we all make mistakes that we can learn from.
Janet Wood: Founder & Managing Director