Testimonials

testimonialsmain
  • We work with a diverse range of clients
  • From hospitality to retail
  • This is what they think of us

testimonialssmallDon’t just take our word for it.
Let’s hear what some of our clients say about us –

(*NOTE – The names of some of our clients have been withheld to protect their anonymity)

To have your say and help us improve our service to you, e-mail us and let us know. Refer to the contact details on our contact page.

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Customer service and especially first impressions is very important

I contacted the Secret Service to see if there was anything they could do to help my fitness business [iCan Fitness]. Customer service and especially first impressions is very important in the fitness industry and especially to myself.
After agreeing to go ahead, I heard nothing for a number of weeks, or so I thought.
A few weeks later Linda, contacted me and asked if I would like to know the outcomes. At this point, I did not really know what to expect.

While I guessed it could happen, I and my staff had been contacted in various ways by people from all walks of life. I’m not going to say the feedback was all fantastic but for that reason it was immensely valuable.

What I got, changed my whole approach for the benefit of my company and myself.

I will definitely get the Secret Service and Linda to assess iCan Fitness again and would highly recommend anyone else with a company of any size dealing with customers to do so.

David Atkins
Owner iCan Fitness

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High Fell Events Limited

The problem with running outdoor events is that you very rarely get to hear feedback about what people thought of the day so we asked The Secret Service to provide this. They were friendly and professional and have helped us improve our offerings for next time.

High Fell Events Limited

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Fizzling Fireboxes Software Limited

We used The Secret Service team for telesales as we have no sales capacity within our business. We presented a product and suggested selling points and then Secret Servie took it from there. They linked their sales campaign with our social media and fed back leads for us to follow up. Amazing value for money and highly recommended.

Barry Kemp, Owner, Fizzling Fireboxes Software Limited

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Mystery Shopping Reports

We have always received good service from The Secret Service. Timing and quality have always met my expectations and everything is communicated in a professional and timely manner.  We love the way we receive their reports from their SAS (Service Analysis System) They are easy to understand and give us percentages and average scores so everything can be monitored.  The Secret Service team listened to our requirements and adapted a survey that met out needs, not what they thought we needed.  Once again thank you.

Steve Williamson 

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Thank you!

We would like to thank The Secret Service for carrying out our mystery shopping program over the last year. We have managed to provide our staff with achievable targets towards their KPIs. This has been an invaluable exercise and hope to continue our relationship with all the staff at The Secret Service well into 2015.

Joyce Phillips
Marketing Director

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Coffee Shop outlets

We have used The Secret Service for Mystery Shopping regularly now for 18 months and I wish we had found The Secret Service years ago. Their expertise and genuine care for our business makes us proud to work along side them. Their SAS (Service Analysis System)provides us with online reports 24/7 and is simple and easy to use. It does what is says on the tin! Linda and her team are passionate about their business but also about ours. We have over 3000 outlets and The Secret Service with their contractors situated all over the UK have helped us get the feedback we need to help us to develop and maintain the level of service we strive to achieve Thank you.

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The Secret Service Sainsbury

To have the reassurance that The Secret Service team was monitoring everything from a customers’ perspective is a huge support for myself and all our colleagues. We were able to constantly respond to issues in our business and deliver the best possible experience for a customer and this is the lifeblood of any successful business.

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Nigel Taylor

I have used Linda on a couple of occasions now and the results from her work have been excellent, I would not hesitate in recommending the Secret Service to other clients. Linda has a lovely personality and a great sense of humour which makes her very easy to work with.

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Susan Doyle – Nicholsons

We have used The Secret Service regularly now, and plan to continue doing so, as Linda and her team get results which enable us to improve our business. Linda is easy to work with and goes far beyond all our expectations – we wouldn’t work with anyone else.

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Vivien Davis – TS Property Services

I contracted with The Secret Service to ignite our outbound sales activity and engage with more of our clients. We needed a company who understood that the key to sales is relationships and not product. The Secret Service took the time to understand our objectives, goals and success criteria. Overall, they provided the correct approach for what we wanted to achieve.

Linda Eastwoods’ enthusiasm, commitment and drive to help us to succeed was impressive. The results speak for themselves, with busy diaries for the sales staff and pipeline of opportunities which increased week on week. Linda understands exactly what is required from her clients, to ensure best results. I have no hesitation in recommending her to anyone who would like the job to be done right first time

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David Grayson

We used The Secret Service for a telemarketing campaign to generate appointments and I am more than happy with the results. Linda and her team exceeded all our expectations and not only got us appointments but these appointments were real quality and have generated a very good source of income for us. We have no problem in recommending The Secret Service and will definitely be using them on a regular basis.

Linda is friendly and very professional and should not be underestimated.

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Les Hodgson

“I introduced Linda to a client of mine who needed to step up sales activity.
Linda is cold calling potential clients to raise awareness of the client and what they provide. The client is very happy with what Linda has achieved in a very short time – she has gone way beyond what was asked or expected.
Through Linda my client is very happy – and if my client is happy I am!”

Les Hodgson MD, Next Level Financial Management

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Neil Capstick

Linda provided a professional, quality service which was both cost effective and brilliantly executed. I have no hesitation in recommending her and her company. She is an experienced and knowledgeable practitioner with high levels of integrity and professional competence.

Neil Capstick

Executive compass

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Mark Havers – Cathedral Lettings

The money we spent on mystery shopping with Linda was probably the best investment we made in consultancy or training of any kind. The results are really powerful, both in terms of giving management a real understanding of the customer experience and also in providing highly memorable and personalised feedback for individual staff. Strongly recommended.

Mark Havers

www.cathedrallettings.co.uk

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Couriers NE

I have used Lindas’ company The Secret Service and found it to be of real benefit. Linda is professional throughout and I found her service a great help to my business, helping us to focus on things we weren’t doing right, but also highlighting what we did well.

Stewart Vine

Couriers NE

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C & A Developments

Thank you so much for the excellent telemarketing campaign you started for us. This campaign has generated so much quality business for us, we will have no hesitation in using The Secret Service again and again. The Secret Service team, have become an integral part of our company . Although not the cheapest out there, they have paid for themselves over and over again. With The Secret Service quality and care matters.

Paul Armstrong MD

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Newcastle Business Forums

Thank you for the presentation you delivered on behalf of the Newcastle Business Forums at the Copthorne Hotel.  Everyone who attended were grateful for your time and effort which ensured an instructive evening.

Responses from the delegates indicated that they found the presentation of real value to their businesses.

Your content combined with practical advice and tips underlines how much you understand the needs of the small business.  Delegates commented on your willingness to engage with them further and provide them with other relevant material.

Many thanks Linda, I look forward to working with you again.

Yours Sincerely

Martin Preston

Newcastle Business Forums

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Ian Farrar

“I attended a Business Link workshop on Customer Service ran by Linda in September 2010. Linda ran a very relaxed and fun session which was enjoyed by all. Her comunication methods put everyone at ease and kept us all eager to listen.
Thanks Linda!”

Ian Farrar

www.datawright.com

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Diamond Business Systems

I went on the business Link course on customer service today presented by Linda and it was first class. She really knows how to deliver a professional course .I really enjoyed it and did learn a lot from it I can not recommend Linda enough for your business. If you want to find out how your company rates at customer service employ the Secret Service.

Nic Sneddon

Diamond Business Systems

www.diamondbs.co.uk

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Tim Drysdale

I have been dealing with the amazing team at The Secret Service for nearly four years. Every job exceeds my expectations.The team at The Secret Service are so lovely to deal with and always go above and beyond. Thank you for making our company so good and customer focused. You have helped us increase our sales thus increase our profits. What more could anyone want? You are an asset to any Company and I have no hesitation in referring your services.

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Bernie Paten

We appointed The Secret Service for our telemarketing and it’s the best decision we made! The appointments made were ‘Quality appointments’ and not just dates for the diary. Since welcoming The Secret Service on board on a regular basis we have seen our orders for work increase by 80% and we can prove it. We have no hesitation in recommending The Secret Service for this type of work. We also intend to find out what our competitors are doing by using the mystery shopping side of The Secret Service business and have every confidence in the results.

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Mark Havers – Cathedral Lettings

Immediate impact and great value for money. We had never used mystery shopping but we have found it very worthwhile. So many consultancy and training interventions do not deliver, but our experience with The Secret Service has been excellent. We have fed the learning directly back into how we work, with a number of significant changes to our systems and procedures. We expect to be using the Secret Service on a regular basis from now on. Mark Havers

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Craig Smith – Flint Consultancy

“I recently engaged Linda to help me to market an open programme I was running in the North East. Linda quickly got to grips with the brief and was extremely proactive in ensuring she had all information required to complete the task. Linda took detailed records of the calls she made and delivered a great service. I will definitely use Linda again.”

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Dave Algeo – Algeo Training

I have known Linda for a good few years now and believed her to be professional and passionate about her work. Consequently when I found a need for some tele-sales work to create appointments with potential clients, I engaged Linda’s services. Linda provided a professional and personable service which was tailored to my particular sales needs and as a result, generated a good number of appointments a few of which either have or are in the process of becoming contracted work. I would recommend Linda without hesitation. Dave

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Amanda Dixon – The Concierge Directory

I am writing this recommendation as I believe every business would benefit from Linda’s services. She provides fully detailed comprehensive reports – no check boxes! Full details. Whether you need to find out how your Customer Service team are performing, what your customers think of your service, or even if you need to find out what your competitors are doing by comparison, Linda is the person to use.

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Iain McKenzie

Linda, thank you for your report. The content of the feedback was so in depth, honest and constructive; the attention to detail was excellent.Your report has provided a great tool for identifying strengths and weaknesses of all our team members who partake in the clients journey. We were really impressed! The report was very detailed and the business recommendations were invaluable to us. We are so glad we did it, as the process not only confirmed our thoughts on some aspects of our service that needed improving, but also highlighted issues that we had not been aware of, and that of what we did well.As a result of the mystery shopping you supplied us with, we have implemented a number of changes which have improved & enhanced our overall offering to our clients. We have no hesitation in recommending this service to others.Your customer service and dedication to your clients is superb!!! It’s great to find a company that cares and does the right thing, and a person like you who is truly supportive and a pleasure to work with.You will have my business for a long time to come.

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Eric Mills – Mills Advertising

“As a sales and marketing practitioner of many years standing, I know my agency has an excellent product to sell – the trick has always been finding enough opportunities to sit in front of genuine potential customers to tell them about it. From the moment we engaged The Secret Service, those opportunities have not only occurred regularly but have consistently been the right sort of opportunities – not disinterested businesspeople pressurised into a face-to-face they didn’t really want, but decision-makers seeking solutions they genuinely believed this agency could provide. I know from long experience, that kind of sales lead generation is priceless.”

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Fiona Woods Managing Director

The true value of this programme has been the ability to gauge the performance of our business in the UK from a customers’ perspective. There is no doubt that the findings have been extremely valuable in enabling us to identify specific areas that needed attention and focus, so as to improve the stores’ performance from a customers’ perspective, which at the end of the day, is the one that counts the most.

The Secret Service has helped us shift to a new level in developing our performance in the most important area of our business that directly benefits our customers.

I would highly recommend a Secret Service programme to be used as an integral tool in enhancing your customers’ experience of your brand

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Ali – La Riviera Restaurant

“What a perfect and cost effective way of praising your team’s effectiveness and efficiency at work from the customer’s point of view, by giving them a sight of THE SECRET SERVICE’S report. At the same time as identifying improvement and training areas for the team members who need it. I have used their services twice and delighted by their approach and professionalism.”

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Paul Robson – Director

“Dear Linda, I just wanted to express my thanks for the report you gave me in November. I have evaluated the information and have learned a number of things from your research. Among these it has to be said was further vindication that there is still a huge target market particularly in the North East looking to buy property in Bulgaria. I have taken your findings and am in the process of implementing a marketing campaign which I am confident will be all the more successful due to your expert analysis. My message to anyone would be to take advantage of your superb service which is remarkably inexpensive and will undoubtedly highlight points that the entrepreneur either knew and has done nothing to sort out or has completely overlooked and is preventing them from achieving their goals. To call you a mystery shopper understates what service you provide.”

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Colin Burnett – Netstationers

“The Secret Service has provided my business with a telemarketing service for the past month and has gained numerous appointments, many of which are now being converted to active customers. Her telephone skills will provide a boost to any business.”

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The Secret Service Smithson Watson

“The Secret Service has provided customer satisfaction analysis reports over a period of 4 months and the findings have been extremely beneficial to our organisation. We have been able to offer a much better customer service focus because of The Secret Service findings, thus increasing our customer base. Well worth any organisation using this service.”

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DM

“You only know your customers aren’t happy when they write a letter. Only three out of ten bother writing. The other seven just don’t come back. Using The Secret Service ensured that we got it right first time. It was important for us to take a step back and look at the bigger picture, The Secret Service, with their vast wealth of experience, helped us to do that. We use them regularly now and we see our customers come back again and again.”

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Brian Donaldson MD

“The Secret Service has monitored our customer satisfaction feedback questionnaires by contacting our clients and collating the information received in an easy to understand format. The personal and friendly yet extremely professional approach by the Secret Service has made a huge difference to how we get the feedback we need to help us keep our clients happy. They made us see that profit is a by-product of customer service.”

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Anon

“We have used the services of the Secret Service for just over a year now and we have found the reports received useful and informative. We have used the fully detailed reports to improve our customer service levels and to identify where training is needed. Linda provides a confidential, friendly and professional service that we feel should be used by all organisations who value how their customers think and feel.”

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Anon

“Quite simply they have paid for themselves many times over. There is no way we would have found out this information any other way. We were a little sceptical at first but they delivered everything they said they would and more. All I can say is, give them a try, you won’t be disappointed.”

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Peter Green – Access Marketing

“If you’re thinking of using a mystery shopping provider, ask how qualified the company is, check their background, the clients they have worked with and the results they’ve got. It’s very easy to start a mystery shopping business without the skill sets that are needed…and I regret to say I’ve used one or two.

The Secret Service has worked with some of the UK’s biggest and most successful brands in retail and hospitality environments and it shows. They are now a permanent valued partner and I quite simply would not use anyone else, my clients deserve nothing less.”