Past Service Proactive Experience Management through Expert Secret Shopping
Past Service combines professional consulting with secret shopping to provide invaluable insights into your guest experience. While negative online reviews can be challenging for restaurants, they at least provide an opportunity for businesses to identify and address problems. The greater threat comes from dissatisfied guests who never voice their concerns directly to the establishment but instead share their negative experiences with friends and family. This silent word-of-mouth damage can significantly impact your business, especially in competitive markets where diners have numerous dining options. Without this crucial feedback, restaurants remain unaware of these issues and cannot make the necessary improvements to prevent future negative experiences.
Our expert team conducts thorough evaluations of your establishment, providing detailed reports that assess multiple aspects of your operation. We examine operational efficiency, food quality and consistency, and the overall guest experience. Our comprehensive evaluation includes an assessment of service standards and execution, as well as compliance with food safety protocols and adherence to liquor laws and regulations.
By identifying potential issues before they become patterns of negative word-of-mouth, Past Service helps protect and enhance your establishment's reputation while providing actionable insights for improvement. This proactive approach to guest experience management ensures that you can address concerns before they impact your business's success in the marketplace.
Our services.
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Planning Call
Once you have booked a package we will schedule a 30 minute call to discuss scheduling, areas of focus, concerns, and goals for our visit.
You will be provided a questionnaire to fill out prior to your planning call to help both parties prepare.
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On Site Visit
One or two of our team members will visit on site, order and experience service. After their visit, they will fill out a detailed report, including numeric grading, to provide data and feedback.
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Follow Up Call
Once our team has visited in person, completed their report, and briefed our internal team, we will schedule a followup call to discuss our findings, suggestions for improvement, and notes on the overall experience.
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Report
The detailed report will be shared via email.
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Additional Support
To further support your success, we offer enhanced virtual consulting packages that include a monthly consulting call and exclusive access to a dedicated Slack channel. This real-time communication platform connects your approved staff and management directly with our consultants, allowing them to ask questions and receive ongoing guidance. Through this continuous dialogue, your team can effectively implement insights from our evaluations while receiving professional support for their development.
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Our Team
Past Service is led by a select team of four seasoned hospitality professionals, each with extensive management experience in elevated dining environments. Our intentionally small team ensures consistency in evaluations while maintaining anonymity during visits. Each team member has demonstrated mastery of hospitality best practices, an refined eye for the nuances of elevated dining experiences, and exceptional attention to detail.