I’ve been getting a lot of questions lately about the time of day a mystery shop is performed. In particular, clients want to know if there’s a “best time” to have a secret shopper visit their location. My answer is simple, “All times!”
Now, that’s just not the business owner in me talking. Most businesses have a different look and feel, given a particular time of day. Assuming that you have customers when you’re open, that’s when you should have shoppers present.
Shoppers will notice lights that are out or not working. Shoppers will notice employees who are not quite awake. In general, shoppers will see the forest through the trees.
Just as I advocate having a mystery shopper program 12 months a year, during both the slow and busy times, I commend those organizations that shop morning, noon, and night. Your customers are there, why would you not measure your service skills execution.
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