Find The More™
An independent hospitality and customer experience immersion, focused on service, operational and commercial opportunity.
You know your business. Your customers know their experience.
I see the opportunities sitting between the two.
You can have the standards, systems, people and processes in place … and still be missing opportunities to make the customer or guest experience better.
Opportunities.
Things your customers won't complain about because they don't know they were possible… A better welcome. A smarter offer. More intuitive and considered service. A detail nobody thought about. A special offer. Something unexpected.
Deliver it … and suddenly you've given them something worth talking about.
That's where Find The More™ starts.
Business Benefits
Reverse Secret Shopper™ looks for practical opportunities that can directly improve the customer experience and business performance.
Customer service
More intuitive, considered and memorable service.
Guest & customer experience
Improvements across the complete customer journey.
Service delivery
Spotting gaps, inconsistencies and missed opportunities.
Upselling & spend
Recognising opportunities to offer customers more.
Revenue opportunities
New and overlooked ways to generate revenue.
New customers
Experiences people talk about and recommend.
Repeat business
Giving people more reasons to come back.
Operational improvement
Practical changes to process, flow and communication.
Opportunities for improvement … including simple changes that can be made quickly, often with little or no additional cost.
Commercial opportunities
Seeing where the team, an existing asset, service, space or product could perform more.
For cafés, restaurants, bars, pubs, hotels, motels, resorts, accommodation, events, and wedding and conference venues. But it doesn't stop at hospitality…
Reverse Secret Shopper™ can also bring a hospitality mindset to businesses outside the industry where customer service and customer experience exist.
Better customer service. Improved experiences. Positive talk. More opportunities. Better business outcomes.
Not a secret shopper…. Almost the opposite.
Unlike traditional hospitality mystery shopping or a hotel mystery shopper working to a predetermined checklist, Reverse Secret Shopper™ starts with a real guest experience and looks for the opportunities nobody thought to put on the list.
No checklist.
No predetermined standards or look-fors.
No arriving to catch someone doing something wrong.
I experience your business naturally, exactly as your customer does … then look beyond what happened… to what could have happened.
What's missing? What's been lost? What could be different, added, deleted or simpler.
And importantly — what would make your customers talk about you, for all the right reasons?
The Approach…
How It Starts…
Commission me … or have I already experienced you?
A Reverse Secret Shopper™ review can be commissioned by your business. I experience it independently and anonymously, without you and management preparing for my visit or a checklist of what to look for.
But sometimes it happens the other way around.
I might be staying at a resort on holiday, having a meal in a café, at a wedding, or simply using a business as a customer.
I'm always experiencing what's in front of me … and I naturally look for opportunities.
When I see enough missed opportunity, I may approach the business afterwards and offer to turn what I've already experienced into a Reverse Secret Shopper™ review.
Either way, the experience comes first.
I've been doing this my whole career.
Before my first casual job at Coles as a trolley boy, I walked the aisles to decide whether it looked like a good place to work… It did. I got the job.
My first hospitality job was at a five-star hotel I'd never stepped foot inside. Before the interview, I went in and pretended I knew my way around… I didn't.
But I discovered three things… I wanted the job. I could now talk a little about the hotel in the interview, and most importantly… I needed a suit.
That instinct never left me!
Over the decades that followed, I've managed hotels and resorts, grown hotel groups, assessed hotels to take over, built and owned my own hotel, built and repositioned multi-site hospitality operations, and consulted across hotels, restaurants, cafés, wedding and event venues, accommodation and corporate hospitality throughout Australia.
Before taking something on, I'd experience it first and write my own reverse secret shopper report, just for me….then I’d ask myself...
Can I make a difference?
Front of House. That's Where I Live.
I experience hospitality from where your customer experiences it.
I arrive. I look. I listen. I order. I eat. I drink. I stay. I walk around. I talk to people. I watch what happens.
And I notice… not as a critic… with a hospitality mindset.
After decades in hospitality, I instinctively see the things that could be better, different … even amazing!
Good isn't the goal…
Expected is expected.
Good is appreciated.
Great is remembered.
Unexpectedly great gets talked about.
Customers can't tell you about an opportunity they didn't know existed. But make it happen … and you've given them a reason to talk.
I know hospitality is hard….
I know people, budgets and cash flow affect what's possible.
I know processes don’t always work as intended.
And I know the P&L and trial balance eventually tell the real story, and can determine expenditure.
That's why Reverse Secret Shopper™ isn't an unrealistic wish list… It's about seeing what can actually be done with what you have … maybe differently, or just better!
Sometimes that's investment, training or changing a process, presentation, layout or offer… and sometimes the opportunity is so simple that everyone has simply stopped seeing it.
What do you get?
A practical, prioritised independent hospitality review of what I experienced and, more importantly, what I see as the opportunities.
Not pages of consultancy speak.
What I'd keep. What I'd change. What I'd fix. What I'd introduce.
What could be done now. What needs more consideration. And where I believe the greatest opportunities sit.
We can even discuss what happens next.
Sometimes you need someone from outside to see what you've missed seeing on the inside.
Even when you think you've got everything covered … different eyes see different things.
Mine come with decades of hospitality experience behind them … and a passion for great hospitality.
I see what's missing. I see the opportunity.
Reverse Secret Shopper™
Melbourne based. Australia-wide.