GalleonConsultancies

WHAT WE DO

In general, we will enter your business as a "mystery customer/guest" and over 1-5 days assess both the good points and what could be done to improve presentation, quality, service, and management, etc.

Galleon Consultancies identifies gaps in expectations and suggests necessary remedial action. We will raise awareness of your procedures and staff conduct. Following our suggestions you will see customer service levels improve that in turn lead to increased sales and satisfaction.

At Galleon Consultancies we work with you to understand your organization, its procedures and code of conduct. Posing as a real customers we will perform the role and activities of any regular guest or customer. Our services are well planned and executed.

Our mystery guest/customer team will examine the interaction between staff and customers, and experience or use some of the facilities. Some of the activities our team will carry out include:

Making an enquiry or reservation
Visiting to dine and experience the entertainment
Staying overnight in a hotel, which may include use of some of the facilities
Purchasing a product, examining the product presentation and attributes
Seeking advice from reception, management or a central function

To assist you in improving the customer experience we will develop a unique measure of customers’ experiences against your vision and together we will determine ways to improve service and quality, as well as target client groups for your organization to focus on.

For staff qualities we will look at, broadly, the following 11 categories, using appropriate methods such as observation, interviews/chats, focus groups, surveys, questionnaires, etc:

Team Work Service
Efficiency
Engagement & Attitude
Commitment
Communication
Innovation/Creativity
Creating Impressions
Caring
Passion
Responsibility
Attention to Detail

REPORTS

We report directly to you, our client, in confidence and in writing. Our program will deliver full feedback and a review of your point of sale and interactions with staff. We do not make public our findings. We do not write travel/culinary guides; we write factual assessments direct to you, with clear suggestions on how matters could be improved.

We can implement agreed changes and follow-up to assess their effectiveness, and will micro-manage in order to train and motivate, self reflect and self-manage, to get your business buzzing!

What you would like us to do, and the cost, is always negotiable. We can tailor-make our assessment and methods to suit your business needs and particular issues.

COSTS

A small price to pay to make changes that will double satisfaction and income.

We start with a small retainer (non-refundable) + on-sight expenses (eg. food, accommodation, misc), + internal travel costs to/from the site + report writing (usually done as part of the process on site to minimize time and cost) + final agreed fee for professional expertise per diem. Follow-ups/training negotiable.

All fees are negotiable—because we get satisfaction from doing what we do: making your business thrive!