My Relation with the business has been fabulous, I know audits from other consultants that are reduced to simply a check list and they tell you if you've completed it or not. In this case the audits are detailed reports of what has happened in our establishment while the auditors were there. In addition I often speak with Clientes Incógnito® about the focus of the next audits, this makes it a very personalized service adapted to my needs.
I started to use it when I took a course about coaching in the hotel and restaurant industries. In this course, they considered Cliente Incognito® to be a very useful tool for restaurant industry business administration, and quickly realized that it is so.
I noticed the results after the first audit. It detected many errors, that I knew we had, but that we hadn't given enough importance to and that were very important for the customer. Immediately after communicating the results to my staff, we made a great effort to fix our faults. After that day my establishment began to give a much better service than before.
My staff, like myself, also was conscious of their errors and knew how to fix them, what happens is that they don't change because they feel comfortable with their old habits.
The result of the second audit is radically different, we have realized that we were doing things badly, and we want to improve.
Obviously in the first audit they won't detect all the failures in your business, it's only one frame of one moment. With the passing of the audits, you'll add more frames and start making the movie of your establishment. In each audit flaws will come out, some chronic and others only sporadic. What we do is meet each time the auditor comes and see how we can fix them or at least minimize them, with the commitment of both me and the staff, we make sure it doesn't happen again, and if it does we will quickly catch it.
In my business the staff gets an award when we achieve a certain score, this helps us take it more seriously and be more involved.
It's a very useful tool for hotel and restaurant business owners who are always so deep in their work that they don't have any other vision of their own business. For the business man who manages the company but doesn't work within it, it gives a vision that you can't have by just passing once in a while to see how things are going.”.
The most important progress that we are implementing and putting to work is something very basic.
This progress is working to carry out the theory. That the staff COMPLIES WITH and EXECUTES all the standards, instructions and the policies of the business, exactly how the management indicates.
One of the important tools to achieve this progress has been the audits.
Clientes Incógnito® opens many doors of internal communication, between the team, which can be seen reflected in the communication with the customer, giving it an added value, that makes a substantial difference in the quality of service.
The relationship with Clientes Incógnito® is very cordial and professional. The attention is immediate, giving us quick answers.
“If someone imposes that you have to pass an annual test to see how you're doing things in your company you wouldn't feel too good at first. Besides, if you have to pay for that service, it feels even worse.
That is how I felt at first
More and more each day, our own customers write critiques of our establishments but what do we know of them, are they well-informed? Do they leave their homes often or only once a year? Do they have a definite criterion? It could be important that the bathtub has a whirlpool but more important that the orange juice is natural. Common sense”.