News 

November 2011
 
 
 
P R E S S   R E L E A S E
 
Henley Standard publishes 
Silent Customer survey results
 
"Two-thirds of diners say recession hasn’t cut their eating out...."
 
 
Click on the logos opposite for the full story.
 
June 2011
 
 

13th June 2011

 Whinge & Wine Evening

 The sun came out for our drinks evening for local hospitality folk. The event was
very kindly hosted by Wendy and Alan of The Shoulder of Mutton, Playhatch. We were treated to lots of wine, local ale and mouthwatering canapes including mini mutton burgers. Yum scrum!   
 
Attending, from left to right were: Ciaran Mccann from the newly refurbished Rising Sun in Reading. Next we have Shirley Cunningham and behind her, Janina Bohle from Phyllis Court...which is very posh and where part of Social Network was filmed. In front of Janina is Janet Wood from Silent Customer. Next is the lovely Wendy & Alan from Shoulder of Mutton, owners of our host venue for the evening. Behind them is Terry Web also from the Rising Sun. Next to Terry, right at the back, is Flambe king Peter Bland from The Malsters Arms in Rotherfield Greys, home to the best suet pudding in the land. In front of Peter is Roger Clayson from Cask Marque, beer expert and human version of The Good Pub Guide. Then we have Vanessa & Chris from Loddon Brewery. Behind Chris is Roger Bailey from Silent Customer. In front of Roger is Dominic Burke from Hotel Du Vin in Henley. Behind Dominic is Ben McEwen from Baxter Storey and because organising the catering for the worlds media at the Olympics isn't enough he also works for HotcatUK too! At the back is George Evans...who was there just cos he loves beer. Next is Treva Bailey who's team at Contract Options has managed to recruite the squillion waiters required for this years Ascot.  Lynn & Wendy run the F&B department for the well-heeled at the exclusive Henley Golf Club. Then we have Josh Light who facilitates the latest learning and development at CHandCo and also works at HotcatUK. Last but not least we have Becky Daniels partner of beer lover George and considering she works at Indicater appears to be quite sane. Richard Pereira from Richard Pereira Photography is behind the camara....and the rather chunky pub cat didn't want to be identified for legal reasons.                      
 
 
 
 
 
April 2011
 
 

P R E S S   R E L E A S E

6 April 2011

 ‘Six of the best’ rewarded by Brakspear

Tenants at six Brakspear pubs have received £2,000 each to invest in their pub as winners of the first ever Brakspear Hospitality Awards, presented yesterday.

The Awards were made to the tenants who achieved the highest or most improved scores in the company’s mystery customer scheme, introduced last year. All the winners took up Brakspear’s offer to double their money by investing it in their pub, rather than taking the £1,000 cash alternative.

Tom Davies, Brakspear chief executive, said, “It’s a pleasure to be rewarding these outstanding tenants who excelled in their mystery visits. The mystery customer scheme has improved standards across our estate, with a 4.3% uplift in the average customer service score between first and second visit.  It’s a powerful business tool, giving our tenants regular, objective feedback on standards in their pub from the only people who really matter – the customers.”

He added, “We were pleased that all our winners chose to invest in their pub. It would be easy for licensees to stop investment because of the recession, but those who spend wisely now will undoubtedly improve the customer’s experience of their pub and see sales growth as a result.”  The winning tenants are spending on a variety of improvements from garden redesigns to interior decoration and new kitchen equipment.  

And the winners are:

Veronica Dorn: Coachmakers Arms, Wallingford

Bill & Anne Newell: Chelmer Inn, Chelmer Village, Chelmsford

Seona MacKenzie: Clifton Arms, Caversham

Tony Read & Pat Thatcher: Flower Pot, Aston, Henley-on-Thames

Reid & Hattie Gutzman: Hope & Anchor, Wokingham

Ryan Simpson: Orwells, Shiplake, near Henley-on-Thames

 
 
 
Brakspear is continuing to run the mystery customer programme during 2011. It is implemented by The Silent Customer, who are based, like Brakspear, in Henley-on-Thames. 
 
 
 
January 2011
 
 
 
 
Brakspear hails The Silent Customers' mystery shopping scheme a success!
 
 
Click on the logos opposite for the full story.
 
 
November 2010

Whinge & Wine Evening...Exclusively for Hospitality Professionals - 15th November 2010  6pm ‘till 9pm
 
Hosted & sponsored by Bix Manor,   
Bix, Henley-on-Thames, Oxon, RG9 4RS
15th November 2010  6pm ‘till 9pm
in partnership with www.thesilentcustomer.com                 

Hospitality managers, chefs, landlords &   employees are all cordially invited*
 
An opportunity to meet the faces behind the menus!
*Contact us to get on the guest list*
 
September 2010

September event for hotcatUK

This September hotcatUK Live goes regional, and our first host is Malmaison Hotel in Reading, conveniently located just by Reading station, and only 20 minutes out of London Paddington for those who can join from London. The format is simple; hospitality professionals getting together over a few drinks to network and catch up on industry news.

Time: September 6, 2010 from 6pm to 9pm
Location: Malmaison Hotel, Reading
Street: Station Road
City/Town: Reading
Website or Map: http://maps.google.co.uk/maps…
Event Type: networking, event
Organized By: Ben McEwen

April 2010

Mystery visits for Brakspear pubs

Each of the firms 145 pubs will be visited twice during the year, with visits kicking off this month. Mystery customers will score pubs on all aspects of their visit, from the tidiness of the car park and the welcome from staff, through to product knowledge, food quality and speed of service.

Since the Brakspear estate is divided into four segments based on style of operation, tenants will be able to benchmark their pubs against similar ones in the estate.

Commercial director Tom Davies said: “These reports are an invaluable tool for our tenants, highlighting areas of strength and weakness in their pub and providing a structure for their staff training and motivation.” Top-achieving tenants will be rewarded at the company’s annual awards, renamed the Brakspear Hospitality Awards. The mystery customer programme is being implemented by The Silent Customer, who are based, like Brakspear, in Henley-on-Thames.

Tuesday 12th January 2010
6pm - 8pm 'Winge & Wine' evening at Hotel Du Vin Henley
An evening hosted and sponsered by Hotel Du Vin Henley in partnership with The Silent Customer for local hospitality providers. An opportunity to meet the faces behind the menus! Contact us to get on the guest list.
January 2009

Article in The Henley Standard
May 2009

In December the Silent Customer joined forces with the Best Of Henley-on-Thames to help local restaurants get feedback from their diners and to promote themselves locally.

The award was presented to landlords Peter and Helen Bland of The Maltsters Arms in Rotherfield Greys, with the Mayor in attendance, after their customers voted them the best for service, food, ambience and value for money.

Peter Bland, Landlord and competition winner from The Maltsters Arms commented, “Entering this competition has been really worthwhile. We have already started making changes as a result of feedback from our customers, which can only be good for business.”

Along with 1st prize winners The Maltsters, The Argyll in second place and Zizzi in third place all received prizes from The Best of Henley and certificates from Henley 's Mayor Gill Zakss”


Image by Charlotte Snowden Photography		 Website links to the winners
1st Place The Maltsters Arms
2nd Place The Argyll
3rd Place Zizzi