Our Bar Performance Evaluation/Mystery Guest Program

Our clients feel that we have the best ‘Bar Performance Evaluation/Mystery Guest program in the South African market. When evaluated side by side with other high profile Mystery Guest Report providers, we offer a service that is the standout in accuracy, detail and value for money.

Each Bar Performance Evaluation report features a detailed visit commentary on all aspects that need attention. We are also the only Mystery Guest type program that focuses specifically only on the bar in your establishment. We are also the only assessment program that gives your bar a rating after the evaluation which works similarly to the star rating system of hotels. The aim for this rating system is to get back the high standards of service excellence South Africa once had by enforcing a set standard across South Africa.

As individual reports are completed they are hand delivered to your establishment by one of our highly trained assessors accompanied by a free consultation to explain to you exactly what the evaluation report says and how to improve on it and to hand you your rating certificate to display in your bar.

What sets us aside from the majority of our competitors is the level of detail we put into our commentaries for each report. The expansive commentaries detail every facet of the interaction between the guest and bar staff members that was not up to standards. The extraordinary feedback resulting from these detailed commentaries, along with a detailed set of check point outcomes from which the visit is scored, makes our Bar Performance Evaluation reports unique in the market for its superior feedback.

The quality and accuracy of our Bar Performance Evaluation reports is the other significant edge we have over competitors. This claim is based on the fact that we do not ask to be reimbursed for any of our expenses while evaluating your bar in your establishment; it is all inclusive of our fees. In Rand terms this means you save twice as much as when dealing with most of our competitors. We do this while still keeping the overall cost to you the same, if not cheaper, as our competitors. This business model delivers the quality and accuracy we demand from our valued, motivated and highly trained assessors.

In short, our clients receive superior Bar Performance Evaluations and reports, a one of a kind unique rating certificate to show your standards and all of this at budget rates.

Why you need an effective Bar Performance Evaluation program

• A Bar Performance Evaluation program is the most effective way of measuring customer service and the selling skills practiced by your bar staff because it is done from your guest’s perspective.
• Only through Bar Performance Evaluation reports and feedback will you be able to precisely target what training is required i.e. you might have made the surprising discovery that only 1 in 5 of your bar staff know the products they work with, or that your staff are up-selling on only a fraction of the occasions where there was an opportunity to do so.
• Business is tough, competitors match you on location, facilities, price and guest services, you need an edge and that edge is your bar staff performing at an optimum level.
• Bar Performance Evaluation results are a major performance improvement indicator for your team leaders to show them how to improve their teams.
• When you compare the costs of an effective Mystery Guest program to the sales revenue gains from your staffs’ improved performance from the resulting targeted training, you will come to the conclusion that having a Bar Performance Evaluation/Mystery Guest program in place is simply good business. Especially if your business is running a bar.
• With our unique rating system your guests will be able to see how high your standards are in your bar.
• Most customers who have unsatisfactory experiences will not complain…they will just never come back they then are likely to tell many others about their experience, who in turn probably will avoid doing business with the offending merchant. With a Mystery Guest program you can determine whether customers’ actual experiences are as intended.
• Evaluation programs can identify areas of training which need improvement and can identify areas of training that are working particularly well.
• Effective Bar Performance Evaluation /Mystery Guest programs are cost positive to your business.

How your company can quantify the return on investment from your Mystery Guest style program

Bottom line performance can be influenced, in either direction, by many factors, so quantifying the financial return on investment of any new initiative can be difficult. The behavioural return on investment in Mystery Guest programs can be readily measured, though, provided the results of the Mystery Guest program are effectively used to change employee behaviour. For example, if a Mystery Guest program reveals that, fifty percent of the time, employees fail to acknowledge guests when they enter the bar, the establishment might take specific steps to train employees in order to improve their professionalism. Subsequent assessors might reveal that customers are greeted within thirty seconds, ninety-five percent of the time. The return for the company is that a specific expected employee’s behaviour has improved by forty-five percent, thus making 45% more of your guests feel welcome. This in turn will result in these guests spending more money seeing as they feel more at home. The financial value of that improvement may be hard to gage, but consider this: a guest who is made to feel welcome and valued is far more likely to do business and spend money in your bar than a customer who is ignored.

Why you need Caliber Events Entertainment and Training as your Bar Performance Evaluation provider

Our vast experience

• We have over 10 years experience in the hospitality, food & beverage, retail, entertainment and service industries.
• We have successfully completed numerous bar performance evaluations covering a diverse range of above mentioned industry categories on a regional and national level.
• As Trainers in our own right, we have written, developed and delivered customer service and selling skill training programs. We know what constitutes great customer service.

Our unique rating system

• We have a unique rating system to show the public on what standard your bar is rated. It works in a similar fashion to the star rating system used to rate hotels.
• Our rating system works on a colour code martini glass structure, i.e. a hotel’s 4 star rating is equivalent to our 4 gold martini glass rating.
• After every evaluation you will receive a certificate with your rating to display in your bar to show the public your professional standards.

Our national coverage

• We operate regionally and are in the process of expanding nationally.
• We have experienced assessors in the Western Cape and are training staff in most major cities in South Africa.
• We do not charge any extra for branches in remote regional locations.

Our assessors are first rate

• Potential Bar Performance Evaluation assessors first have to make it through a rigorous selection process of which 1 out of 10 applicants are invited to join our staff.
• Assessors then have to undergo an intensive training program to ensure they are qualified to evaluate your bar.
• Assessors then make themselves available for ongoing training based on the detailed feedback they receive from every assignment they complete. This results in our assessors continually improving on their performance.
• Our assessors deliver the quality and accuracy we demand. This is due to their previous experience in the industry and training received.

Our flexibility

• There are no contracts to sign with Caliber Events Entertainment and Training. If you are a non-registered client you simply phone and we come and evaluate your bar. I you are a registered client you just need to make sure your monthly payments are on time and we will visit your bar once a month. Call us any time and we will come regardless of being registered or not.
• All our services are flexible and tailor made to each client’s need.

Detailed visit commentaries

• We are famous for our detailed commentaries which provide context to the results achieved on the scorecard; many of our competitors’ feedback are with minimal support information which can be quite dangerous.

Caliber Events Entertainment and Training Code of Professional Standards and Ethics Agreement

Caliber Events Entertainment and Training expects our employees to follow principles of honesty, professionalism, fairness and confidentiality to guard the interests of the public and our clients in order to promote good business practices.

All assessors working for our company have signed a code of conduct to ensure our client get the most professional service possible.

Our fee structure

We provide a premium Bar Performance Evaluation service at similar, if not cheaper, rates than our competitors. You don’t pay more for locations in remote regional areas. The fee for our Bar Performance Evaluation service varies depending on the volume and frequency of locations visits. All visits are accompanied by a complimentary consultation to help you understand the evaluation and give solutions on how to improve your score. All our services can be combined in unique tailor made packages with fees adapted accordingly. Our evaluation in only on the bar and bar staff, this includes bars inside restaurant type establishments, bars inside hotels and bars inside Nightclubs. All our rates are updates as of 1 June 2010. All rates are subject to change without notice.

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