Book a visit
The back office of a shop after closing, a laptop and notebook lit by a desk lamp, the dark shop floor beyond

From first enquiry to honest feedback.

Five simple steps, with prices and expenses agreed before anything happens. You stay in control of what we look at and what you do with it.

Book a mystery visit See the packages

Five steps, no surprises.

  1. Get in touch

    Tell us about your business by email, phone or the enquiry form: what you do, where you are and what you would like to find out. Tanya answers every enquiry herself.

    A hand holds a phone showing a local business website at a rainy café window

  2. Agree the visit and expenses

    Together you choose a package and agree anything the visit needs, such as travel, parking or a purchase. Expenses are agreed with you in advance wherever possible.

    A printed visit brief, desk calendar and envelope of receipts on a walnut desk

  3. The visit

    Tanya arrives unannounced as an everyday customer and goes through the whole experience, from first contact to the goodbye. Your team never knows she is there.

    A woman reaches for the door of a softly lit shop on a wet high street

  4. Your feedback

    Within three to five working days, Tanya emails you honest, constructive feedback on service, presentation and customer interaction, with receipts for any expenses. A follow-up call is there if you want to talk it through.

    An owner turns the pages of a bound report with photographs and charts

  5. Put it to work

    Share what you have learned with your team and make the changes. With The Ongoing Advantage, two visits a month show whether those changes are holding.

    A café owner leans on his counter after closing, on the phone, holding the report

What we need from you.

Not much. A short conversation or a few lines in the enquiry form is enough to plan a useful visit.

  1. 1
    A little about your businessWhat you do, where you are and who your customers are.
  2. 2
    What you want to find outA worry, a change you have made, or simply a fresh view.
  3. 3
    Agreement on expensesAnything the visit needs, such as travel or a purchase, agreed in advance.
The view from a café table: a coffee in the foreground and a barista chatting with a customer at the counter

Questions owners ask first.

The rest are on the FAQs page, grouped by topic.

Read all the FAQs

No. The visit only works if your team treats Tanya like any other customer. You may choose to tell your team that independent visits can happen from time to time, without saying when.

Yes. Expenses are agreed with you in advance wherever possible, and receipts are provided where applicable.

Within three to five working days of the visit, by email. If you would like to talk it through, Tanya is happy to follow up with a call.

Step one takes two minutes.

Send a few lines about your business and what you would like to find out. Tanya will reply personally.

Book a mystery visit Call 07415 295212

Keep exploring

  • Packages

    From £95, with expenses agreed before we start.

  • What we look at

    Eight moments, from first contact to final impression.

  • FAQs

    Your staff, the report, prices and confidentiality.