Who sees your mystery shopping reports? Everyone?
Most managers say no to this question. They may have composite scores with a division or a region, but rarely do they share an individual report with everyone. The problem with “roll up” reporting is that a clerk in Buffalo, really doesn’t care about what a clerk in Las Vegas is doing. They care about how THEY are doing individually.
Why not make a resolution to share all reports (excluding names and even specific location information) with all of the employees in your organization. From Nome, Alaska to Key West, FL. You will be amazed at the interest that your front line employees will put into reading these. They will also learn a great deal about what’s right and wrong in their “real world” while guessing at whose report it is.
I say, good for you. You’ll be training your employees and keeping them on their toes at the same time! For more ideas on ways to help your employees improve their skills, go to ServiceQuality.US or The Service Quality Department and “steal” more great ideas!
