When we conduct our assessment, we look at all components involved in the customer experience, and we interface with your team in all departments. Typically, our visits are unannounced so that we have the opportunity to see day to day operations, where a member of our team poses as an ordinary customer and puts your employees through their paces but at your request, we can also complete announced visits. During our visit, we document everything that happens, both in writing and through pictures. Following completion of the assessment, we share our findings with the Owner and/or General Manager, including suggestions for improvement and any specific areas for concern. The Hart Experience is unique because there is NO middle man involved. You work directly with us.