The Silent Customer was conceived in 2008 as a consultancy based business offering mystery dining, customer feedback and learning & development.

From our own research and from listening to both customers and hospitality professionals, it soon became clear that customers felt they were not being heard and that managers felt they were not being given the opportunity to rectify mistakes.

We realised that by finding ways to reward customers for their objective feedback they would, in return, provide valuable business insights that managers could use to make improvements to their service and marketing strategies..

Janet Wood has worked in the hospitality arena for many years and became a restaurant manager at 19 years old. Janet has worked as a pot wash, general manager, wedding planner and marketing manager in independent, corporate, high street and multi functional venues.

"Caring about how customers think has always been my primary driver. I see underwhelmed customers walking away from businesses everyday with the manager often completely unaware. We all have a duty to help our service industry, not just survive but thrive. We all need to be more confident in giving honest feedback and accept that we all make mistakes and we can at least learn from them" Janet Wood MD The Silent Customer