Custom Experience Consulting

Insights You Can Turn Into Action

90% of customers who are unhappy will not say anything. They will turn immediately to the competition. But when you’re armed with the right data from a detail oriented mystery shopper, you can stop this outflow of business before it starts.

Data and information only matter if you can do something with it. With that in mind, ensuring the data you get from evaluators is easy to understand and thorough enough to turn into action can be tricky.

As a pilot and Naval instructor Chad Swan is extremely familiar with the crucial impact a quality inspection can have. He has an impeccable eye for detail. His high level of standards and friendly approach can be a very valuable asset to your company’s overall performance. As someone who cares greatly about growing tourism for the Gulf Coast and beyond, he truly has your brands best interests at heart. We all have room for improvement, but we take data and real life experiences to help you formulate a plan that will impact each guests experience and in turn, improve your ROI.

Our experience reports are confidential and provide valuable feedback that your location managers can act on quickly while our team analyzes your company-wide data to provide you with analytics reports as well as advisory services.

In the hospitality industry many tend to believe “if you have time to lean, you have time to clean” but we’ve found sometimes correcting things, like pool chlorine, breakfast options or service standards are just as crucial to spend your downtime focused on as cleaning. We like to work in partnership with local hospitality brands to help improve quality assurance and guarantee Perdido Key, Pensacola, Orange Beach and Gulf Shores tourism gets better with every season. We also want to help you critically look at your ways to improve your time management and priorities. We like to help managers, owners and staff come up with ways to spend their time driving improvement that impacts guest experience and improves your ROI.

Our experience reports cover:

  • Parking Lot and Garden Maintenance

  • Check-in process

  • Lobby Cleanliness

  • Check for Dust in High Areas or on Hallway Artwork

  • Restaroom Audits

  • Room-Service Audit

  • Restaurant and Bar Detail

  • Breakfast Standards

  • Pool Cleanliness and Chlorine Levels

  • General Maintenance

  • Conference Room Setup and Maintenance

  • Manager on Duty Availability

  • Front Desk Assistance and Knowledge

  • Housekeeping

  • Gym and Fitness Equipment