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Secret Shopping

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Secret Shopping

Mystery shopping takes the mystery out of how well your employees perform when they are with a customer and not being watched by the boss. Owners always need to stay on top of what is happening between the employee and customer so they can see how good of a service they really provide. You can have the best food on the menu in town or sell the best quality car but if your employees do not know how to sell it or have poor customer interaction and service than you will quickly see any potential profits walking out the door. Mystery shopping gives the advantage back to the management so they do not have to rely on customer feedback that may not give a true impression of how well the company is performing.

Being able to see where you stand with your clients and customers is not always as easy as just asking them to fill out a survey or observing an employee interaction from a distance. Maybe the customer is working for the competition or is just in a bad mood and nothing will make him happy, or possibly they are friends or family of the employee and just want you to think they are doing a good job. These biased responses can give you a false sense of security or turn a good employee into one that does not care because you came down on them unfairly. The advantage of using mystery shopping recruiters is you are not just paying someone to experience your product and service. You are setting guidelines for them to follow as to what you expect, specific questions to ask, and responses you want the employee to give. Are they answering the phone with the correct greeting, or do they have specific product knowledge that can assist in the customer's decision? Do they start off with a smile and a handshake, or do they just say "Hey, what can I do for you"? A lot of times it is the small things that count the most and mystery shopping can help make sure they are happening.