Want to increase awareness among your employees of the value of exceptional customer skills and take the "fear" factor out of your mystery shopping program?  It's easy! The easiest way to accomplish this, and more, is to make sure each and every employee (and I mean everyone!) can articulate each and every step of your secret shopping evaluation.  If the janitor can recite each and every point on the observation, then you know you you've done your job.  On the very first day a new employee is hired, their manager goes over the secret shopping form, explaining that this is the lowest level of performance you expect, and then cover each and every point as part of an orientation, you will see your results increase by leaps and bounds! Too many times a mystery shopping program is used as a club to beat employees into submission.  By taking the opposite tact, you give your employees confidence that will shine through in both their professional and personal lives. It's not uncommon for a new client of ServiceQuality.US or The Service Quality Department to bring in one of our senior managers to roll out a new mystery shopping program.  Why?  It's similar to a teenager not hearing a word their parents say, but taking to heart the words of a complete stranger.  A third voice sometimes comes through clearer.