MYSTERY SHOPPING / SECRET SHOPPING | The Difference Between Night & Day
February 11, 2010
I went into my local grocery store (Safeway) this morning, walked up to the Starbucks counter and ordered my normal drink. Out of habit, I punched in my “Safeway Card” ID and paid for the drink. The clerk said, “Thank you Mr. Kasper, your drink will be ready in a minute.” Not unusual, but I had noticed over the past year, my name was used less and less. I picked up a couple of other items and headed to the checkout line. After completing my transaction, again, the clerk thanked me by name!
Since there was not anyone in line behind me, I asked the clerk about the more frequent name usage. He explained that the company had cut back on their mystery shopping schedule to cut costs over the past couple of years. However, they had recently ramped up the program again, so you never know who is a shopper. Besides, they had just received a bad shopping report, with name usage a primary area for improvement.
Again, another testimonial for frequent mystery shopping / secret shopping schedules!
Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:
The Service Quality Department
ServiceQuality.US
ServiceQuality.CA
ServiceQuality.co.UK
ServiceQuality.CN
High Definition Mystery Shopping
CUSTOMER SERVICE MANAGEMENT (CSM) | Does Everyone Know?
February 10, 2010
Does your company have a mission statement? Have you articulated your company value statement? What about your company vision statement?
Many companies have at least one, if not all three of these. If you have none of these, I would encourage you to take a moment and click on the links I’ve provided and consider creating one for of each for your company or department.
If you do have a set of mission, vision, and core value statements, does each and every employee know what they are? Can they articulate them? (Yes, ALL of them?) If not, you’ve got a great opportunity to advance the level of customer service, employee satisfaction, and ultimately, the loyalty of both employees and customers.
When I worked for Citibank years ago, the first thing I did when I was promoted to head a new department or business unit was to send out a memo outlining my core values. “These are the things I value…” and they never changed. It gave everyone in the organization a “heads up” as to what I expected. This is quite a list ranging from punctuality, attention to detail, honesty, etc. You’ll note that these are basic, simple expectations. I didn’t use any marketing catch phrases. I kept it pretty simple actually. Today, every new employee gets the same information within the first 30 minutes they arrive.
Employees appreciate it. They know what to do from the start. If there’s any question about what or how they should do, they can refer back to these values. The same goes for all vendors too! If they don’t understand the game, how can they win?
The same goes for your mission and vision statements. If you haven’t reviewed all three documents and made sure that each and every employee in your organization understands these, you’re missing the boat. You’ve killed a few trees and wasted some time. But, once you start to share your mission, vision, and values with all employees, you bring these documents to life.
Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:
The Service Quality Department
ServiceQuality.US
ServiceQuality.CA
ServiceQuality.co.UK
ServiceQuality.CN
High Definition Mystery Shopping
INDUSTRY NEWS | Who Dat?
February 9, 2010
Okay, I admit it. The Superbowl is over, and I’m ecstatic! Not because I’m a huge fan of the New Orleans Saints. Or, of football for that matter. I AM a fan of New Orleans, the city, and frankly, it’s about time they had a victory. I have personally seen the devastation that rocked this beautiful city and her wonderful residents. I, through my Rotary Club, have tried to help out where help was needed.
So, I cheer for the underdog. I always knew they had it within them to win. I only with the best for this great city, and I know they will continue to win the fight they are fighting everyday!
Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:
The Service Quality Department
ServiceQuality.US
ServiceQuality.CA
ServiceQuality.co.UK
ServiceQuality.CN
High Definition Mystery Shopping
SECRET SHOPPING / MYSTERY SHOPPING | Cutbacks Can Kill You
February 9, 2010
We’ve experienced a surge in new clients recently. That’s a great thing for us. The difference between this and other “surges” in our business is that many clients had suspended or cancelled their mystery shopping programs as a response to cost cutting measures. That’s a very bad thing — for them.
Just like advertising and training, when times get tough, key areas that cost a lot are often cut without any focus on the return these investments deliver every day. Most organizations are working with fewer employees. Isn’t that the time when you need the most well training people making the most sales possible? Of course it is.
We have not been immune to the effects of the economy. Some clients have needed to scale back their efforts for a period of time. We have been able to work with them to adjust their schedule temporarily to see that they still receive the critical business information they need for the brief period they are reducing their schedules.
Don’t be a victim of the price slasher! Cut back only the programs that don’t return their investment. If you’re thinking of cutting your secret shopping or mystery shopping program, call us! We have yet to find a client who we were not able to find a solution for!
Be sure to stop by our other web sites for additional information and ideas:
The Service Quality Department
ServiceQuality.US
ServiceQuality.CA
ServiceQuality.co.UK
ServiceQuality.CN
High Definition Mystery Shopping MS-HD.com
MYSTERY SHOPPING / SECRET SHOPPING | January 2010 Article Links
February 5, 2010
Here’s a recap of the articles posted in the month of January 2010 focusing on Mystery Shopping / Secret Shopping:
- MYSTERY SHOPPING | New Year’s Resolution #5 – Get It Out There!
- MYSTERY SHOPPING | New Year’s Resolution #6 – Are You Expanding?
- MYSTERY SHOPPING | New Year’s Resolution #7 – Educate!
- MYSTERY SHOPPING | New Year’s Resolution #8 – I’ll Be Objective Too!
- MYSTERY SHOPPING | New Year’s Resolution #9 – I’ll Spend More Time On It
- SECRET SHOPPER / MYSTERY SHOPPING | New Year’s Resolution #10 – Tell EVERYONE!
- SECRET SHOPPING / MYSTERY SHOPPING | New Years Resolution #11 – KISS
- MYSTERY SHOPPING / SECRET SHOPPING | Different People See Different Things
- MYSTERY SHOPPING / SECRET SHOPPING | Don’t Get Chained Down
- MYSTERY SHOPPING / SECRET SHOPPING | Can’t Afford It?
- CRM CUSTOMER RELATIONSHIP MANAGEMENT | FREE Webinar: 2/18/2010 (9AM PST) Customer Loyalty Clinic
Of course, you can always go to any of our web sites for additional tips and information:
