As the new year approaches, I’ve decided to “help” out those of you who may need a little push on what resolutions you may want to adopt before 2010 arrives.
First on my list is to review your secret shopper observation.
- Is it relevant?
- Does it measure the things that matter?
- Is it up to date?
- Is it specific to each location?
- Does it measure too much?
- Does it measure too little?
- What else effects the customer experience?
- Do you ask about lighting? (In the olden days, when I was in the financial services world, the first thing I looked for was burnt out light bulbs. I never made a loan to a business whose sign wasn’t lit or burnt out at night. You may laugh, but if a business owner won’t replace a light bulb in a sign, they sure won’t work too hard to pay be back.)
- Do you ask about the exterior?
- Do you measure all points of contact?
Whew! That’s quite a list and a lot of questions. What were your answers?
For more ideas and information, stop by the ServiceQuality.US or The Service Quality Department‘s web sites.