We help restaurants and hospitality businesses uncover what customers really experience. Then, we turn those insights into smarter service, stronger strategy, and better consumer perceptions with simple, cost-effective solutions that elevate a first-time customer’s experience at your business.
We discreetly evaluate every touchpoint, blending in as real customers to capture the authentic reality of your business.
We break down our findings into clear, straightforward reports that highlight operational blind spots and growth opportunities.
We provide practical, actionable strategies and recommendations that your team can confidently implement to enhance service.
We help you refine your standards, turning satisfied guests into loyal advocates and driving long-term results.
The Founder of Second Look combines nearly 20 years of experience across marketing, hospitality, and business consulting. Through Second Look, she leverages operational knowledge and real-world industry experience to help businesses uncover opportunities, enhance customer experiences, and achieve long-term success.
Serving Edmonton, Calgary, Red Deer businesses and everywhere in between!
*Remote locations must send request via contact form.
70% of diners never make a return visit!*
This statistic proves that a not-so-great first impression can seriously affect your business forecast. Let us take a Second Look!
*Source: BloomIntelligence.com
A comprehensive review of your guest’s experience from the moment they arrive until they pay the bill. $200 + price of lunch or dinner for 2. (+$40 includes full analysis of online presence, Google, web, branding). Every restaurant assessment is personally completed by the Founder.
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We assess bartender attentiveness, drink consistency, speed of service, ID checking protocols, and overall atmosphere. $100 assessment fee + cost of 4 beverages or 2 drinks and 1 app. Every Bar & Nightlife Second Look is personally conducted by the Founder.
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Comprehensive reviews of the guest journey, including front desk check-in, room cleanliness, and amenities. $200/night + price of min 1 night stay. Every hotel assessment is personally completed by the Founder.
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We evaluate the ordering process, wait times, staff friendliness, accuracy, and packaging quality. $100 assessment fee + cost of the experience (typically lunch for two).
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Ensure every location is aligned with your brand standards. We verify signage, promotions, POS, inventory, and customer service. $50 per location + $20 experience.
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Insights are only as good as the action you take. After your consultation, we offer additional services to help you execute our findings and create real impact.
Launch and maintain your Facebook, Instagram, and social media presence to keep your audience engaged.
Ask About Social MediaCreate promotions, host parties, launches, and events that get people excited and drive foot traffic.
Plan a PromotionGet assistance with damage control, Google reviews, and building a stronger online reputation.
Improve Your ReputationCustomer retention is one of the most important growth drivers in the hospitality business. While many operators focus heavily on attracting new customers, the real value lies in getting existing ones to come back.
View Full DataProfit Boost
According to Bain & Company, increasing customer retention by just 5% can boost profits by 25% to 95%.
Existing customers spend an average of 67% more per order than first-timers. Nurturing your current guests boosts revenue without incurring additional ad spend.
Long queues are the #1 driver of poor experiences. 20% of customers will walk out if they perceive a checkout wait line to be longer than 3 minutes. (Verint)
69% of shoppers are highly unlikely to return to a store that has messy shelves, cluttered aisles, or unkempt restrooms. (Forbes)
Only about 15% will wait for an item to be restocked. The vast majority buy a substitute from a competitor or abandon the purchase completely. (Palexy)
48% of all negative feedback stems directly from operational mix-ups like mismanaged checkouts or mismatched pricing labels. (Retail Brew)
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