Consultancy to the licensed trade

We are able to assist the licensed trade by

• Providing mystery shoppers to assist with service standards compliance
• Provide staff to check that good practice is followed with regard to purchases of alcohol by those who are or appear to be under 18.
• Theft or fraud by licensees and their staff
• Investigate suspected fraudulent compensation claims submitted by customers for injury, illness and damage suffered while visiting premises
• Supply crime prevention advice and training for staff to reduce thefts and assaults

Large numbers of establishments now have clearly laid down criteria with regard to customer treatment, from greeting on arrival, through service of food and drinks, to bill payment and closing salutation. This is usually coupled with standards of tidiness internally and externally, together with toilet cleanliness, staff attitude etc. A number of our associates have experience in the on and off-licensed trade and have won a variety of awards with the companies for which they have worked in areas of food standards, staff training, sales and advertising.

The subject of underage drinkers is a political hot potato. Local authorities and national government are currently clamping down and making it easier to withdraw justice’s licenses and impose heavy fines where insufficient vigilance is being conducted. We have staff, aged in their late teens, who will visit establishments, recording what system of age checking is used, if any, and whether they were able to make the desired purchases. The feedback provides a valuable training tool for clients’ staff and will provide evidence of ‘due diligence’ and good practice when licenses are due for renewal.

Our operatives can visit premises and covertly monitor all staff or individuals where theft or fraud is suspected. We can supply written testimony and often video evidence to corroborate our observations, providing sufficient proof for criminal proceedings or grounds for instant dismissal.

Claims by customers for such matters as food poisoning, ripped clothing, cuts and bruises suffered during falls, tend to be for small amounts and in the name of good customer relations paid without question. On the odd occasion that a large claim is made the fall-out can be severe, affecting business, costing money in legal fees and resulting in higher insurance premiums. Our investigators will carry out exhaustive enquiries to verify the validity of any such claim and any necessary background checks on the complainant.

Hopefully, staff deal most of the time with customers who are generally convivial and pleasant. When their demeanour changes, staff should be given sufficient training in avoiding confrontation and conflict management, for their own safety, as well as instruction in how to recognise and deal with attempted theft and fraud by customers. One counterfeit note per hour during a busy Friday evening session could lose a pub or bar in excess of £300. Our experienced staff can demonstrate how your staff can extricate themselves from awkward and possibly dangerous situations, and ways to be vigilant and alert to prevent themselves and their employers becoming victims of crime.