Mystery Guesting
How do your customers really experience your business?
I visit unannounced as a guest or customer and experience your business just as your customers do. Afterwards you will know exactly what is working well and where to start.
What you gain
An honest outside view – from someone who knows service from more than 20 years of practice.
An honest outside view
I see what gets lost in day-to-day business. Without operational blindness and without regard for internal habits.
Concrete measures
You receive not just an assessment but clear tips on what your team can do better from tomorrow.
Targeted training
The results show where training will have the greatest impact. So you invest your budget where it makes a difference.
How it works
From the briefing to the review of the results.
Briefing
We agree on what I should look out for, for example greeting, advice, sales or handling complaints.
Visit
I visit your business unannounced as a guest or customer and record my observations.
Report
You receive a detailed report with observations, conclusions and concrete tips.
Review
Together we discuss the results and the next steps for your team.
What a report looks like
An anonymised example shows you what to expect.
- Summary with a traffic-light rating for each area
- 36 criteria with concrete observations
- Chronological account of the visit
- Prioritised action plan
View sample report (PDF, in German)
Fictitious business – all names and details are invented.
Who is it for?
For all businesses with customer contact: hospitality, retail, car dealerships, insurance, banking and public administration. Wherever first impressions count.
Investment
Mystery guesting is charged on a time-spent basis at CHF 130.00 per hour, plus any expenses. I estimate the effort involved during the free initial consultation.
Would you like to know how your business comes across?
Let's talk for 20 minutes – free of charge and without obligation.