The improvements have continued to improve in relation to customer service, attention to the customer and suggestive selling. I recommend this to those in the hotel and restaurant industry, because it is a valuable tool for seeing your business in an objective way and improving parameters in relation to customer service, commercialization, and even in improving teams and infrastructures. The advantages of working with Cliente Incógnito® are professionality, close and personalized monitoring of each audit, and the flexibility to do audits as the Customer. For Oter Group, Cliente Incógnito® is an important management tool, that gives us an outside view from the perspective of the average customer. We started using it because we needed to improve the customer satisfaction created by professional businesses that focuses on all the details, in this way we can have a more global vision for our establishments. ”.

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.

”.

While it seemed absurd and after years of experience in this type of inspection, they add up the evaluations of your most recently hired employees. With these touch-ups, the efficiency of the departments with the most turnover can improve (by not being worse, but simply having less demands and being more relaxed), that restaurant service in general always goes behind reception and apartments, etc”.