Hi, I’m Lady Janey and I’m a Customer Service Blogger and Mystery Shopper who is passionate about encouraging companies to deliver only the very best levels of Customer Service and supporting them to do so.
As a Consumer Blogger and Guest Author for Which? Conversation, I tackle a range of consumer issues whilst championing the best of companies and challenging the worst to promote the highest standards of Customer Service in the UK today. The exclusive Saturday Spotlight directory of excellence showcases only the VERY BEST of Cotswolds companies and features interviews with fabulous people behind excellent customer experiences and the NEW ‘Breakfast With ……’ series covers interviews with some of the biggest players in Business & Customer Service today. Mystery Shop Monday sees me out and about finding out exactly which companies provide good service and which definitely don’t and My Reviews cover the very best places to eat, drink, visit and stay.
As a trusted, independent Mystery Shopper, I offer a unique consultancy service. Please contact me via my Mystery Shopping page to find out more about the bespoke packages available and to book your free no obligation telephone call to discuss your company’s specific requirements. My NEW book 30 Reasons to Hire a Mystery Shopper is also now available on Amazon.
Which? has released its annual customer survey of best and worst brands in 2019 with Ryanair ranked as the worst of all with nearly 4,000 customers surveyed. Here’s what one of the top 5 Consumer Champions in the UK, The Grumpy Git Scott Dixon, had to say about the...read more
One of the things I love about holidays is the chance to try something different and this year was no exception with another fabulous day canal boat experience over the breathtaking Pontcysyllte Aqueduct with Anglo Welsh Waterway Holidays. During our first visit...read more
Dogs are with us for a short time, but the love and joy they share resonates long after they’re gone. Taking photos of your dogs is a beautiful way to capture the joy that they’ve brought you and to create cherished memories you can look back on for years to come. ...read more
Is your company looking for quality serviced office space in Cheltenham? Since opening its first centre in Newbury in 1997 Inigo now has seven business centres across the UK in premium locations, one of which being Harley House conveniently located in the very heart...read more
With ongoing talks to avert potential strikes by its flight crew and now the latest IT system failures, these are undoubtedly turbulent times for the once iconic British Airways. In this guest post, The Grumpy Git Scott Dixon takes a look at where it has all gone...read more
Review: How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results by Helen Dewdney The Complaining Cow
It's the principle- absolutely, I couldn’t agree more. Honest, direct and to the point, there’s no messing about with this book. How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results by Helen Dewdney The Complaining Cow is refreshingly...read more
On Boxing Day last year, I was honoured to appear on the BBC Breakfast red sofa alongside ‘Leading Expert and Etiquette Coach’ William Hanson to discuss the topic of re-gifting. Our views may have differed somewhat, for example with regard to the giving and receiving...read more
With the cost of living increasing and wages not following suit, belts are being tightened more than ever. We are also working much harder for less so every penny we spend should be worth it. If it’s not, then we need to speak out. If it's not worth it, why pay it?...read more
From the best of dog groomers to luxury boarding, specialist photographers and wedding day care, it’s a real dog’s life in Gloucestershire for our favourite four legged friends. And it doesn’t stop there as when it comes to dining out, they really are spoilt for...read more
There are many people who never change their bank account and quite understandably so. It’s largely down to the fact that they believe it is a long, convoluted process, which involves a mountain of paperwork and can only result in disaster. It’s also often a case of...read more
It was a beautiful midsummer’s evening. On Friday 28th June, the sun was shining, the BBQ was lit, prosecco was flowing and a stream of guests started to arrive at a special anniversary party to celebrate the first birthday of The Spa at Hatherley Manor. It’s hard...read more
At last! A breakfast chat, which might actually include a real breakfast! And what a fabulous breakfast it would be too. Please welcome this week’s guest to chat about healthy eating, networking and delivering excellent Customer Service, Jay Halford, Chef and Owner of...read more
I always find myself asking this question. Maybe I’m too fussy or maybe I expect too much? But then I think, wait a minute, surely it’s not a bad thing to at least get your money’s worth for things? We work really hard for the pennies we earn so they need to be well...read more
The new ‘Breakfast with…’ series never ceases to amaze me in terms of the incredible people who have agreed to take part. When I chose ‘inspired’ as my word for this year, I think I really underestimated its significance and how overwhelmingly inspired I would be....read more
On the 14th June 2017, just before 1am, a fire broke out in the kitchen of a 4th floor flat at the 24-storey Grenfell Tower block in North Kensington. 72 people died, countless others were injured and all of the residents lost their homes. Unbelievably, it’s two years...read more
If it’s not good enough, then it’s just not good enough. This week’s fabulous breakfast guest is a fellow consumer champion who has become my firm new ally in the quest to challenge poor Customer Service and you can even win a copy of his book! Please welcome...read more
The sun is shining, the birds are tweeting and with the delicious Spring by Chez Mal Prix- Fixe Menu available at Malmaison Cheltenham, spring has most definitely sprung. Have you tried it yet? His Lordship doesn’t venture out much so when he does, it has to be...read more
Supporting independent retailers is very much at the heart of everything I do on the blog and in my world of Mystery Shopping, smaller companies frequently offer the very best of customer experiences leaving the larger ones who should know better firmly in the shade....read more
It’s a real shame nowadays that it’s hard to know who we can trust and who we can’t. Our years of house building have absolutely destroyed my confidence in the ability of someone to do a job well or a product to do what it says on the tin. I’ve lost count of the...read more
With not only the best of settings in the stunning grounds of Gloucester Cathedral but also a sparkling evening showcasing the very best local businesses, events and individuals, the second annual SoGlos Gloucestershire Lifestyle Awards on Thursday evening marked a...read more