Chief Executive Officer
Dan has been in the customer satisfaction research and mystery shopping business for over 20 years. During that period, he has worked with such organizations as American Golf Corporation, Black Angus Restaurants, El Torito's Restaurants, Harrah's Hotels, Houstons, Hyatt Hotels, Interline Furniture, SYSCO Foods, and The Cheesecake Factory, among others.
Dan founded the Hospitality Specialty Group in 1997. He merged his company with Mercantile Systems in 1999, and has since held many positions at Mercantile Systems — from managing loss prevention services to Director of Operations.
His expertise spans many service-dependent industries such as retail, restaurant, hospitality, financial services, business-to-business and health care. During his career Dan has personally conducted over 15,000 mystery shopping surveys, and used his California Private Investigator license to observe and document over 3,000 incidents of employee theft. His passion, using performance management consulting to help his clients connect data on good customer service, improved sales training and employee monitoring to immediate bottom-line improvements.
When Dan isn't working he enjoys time with his wife and three children. He even does business on the handball court, which is one of many sports Dan enjoys.
President
For over 20 years Valerie has been focused on customer service. It is reflected in her years of experience with restaurant customer service training, banquet sales and management infrastructures. Joining Mercantile Systems in 1996, she has contributed to the company's growth and evolution of program offerings. Her passion lies in helping Mercantile Systems deliver quality service to their customers.
A graduate of the Coca Cola management program where she worked prior to joining Mercantile, Valerie's experience includes event planning and working with independent restaurants.
She was exposed to mystery shopping for the first time in 1988, when Mercantile Systems was hired by her employer to survey customer service; an area in which she herself had responsibility. As she moved up the ranks at companies such as Western Athletic Clubs, Sheraton and Coca Cola, she saw firsthand the results of hiring a mystery shopping company. From this customer-based perspective Val has personally learned what it takes to have a strong and effective customer service survey program, and how to exceed the expectations of Mercantile Systems' clients.
Valerie keeps life in balance by working hard and playing hard. Her recreational time is spent exercising, biking and enjoying life with her family.
