We have mystery shoppers in over 100 countries across the globe. That’s a good thing! However, does the shopper in Guam look for the same things the shopper in Paris does? While there are some similarities in customer expectations, there are subtle differences from country. For that matter, these differences can show up from state to state, or even from country to country.
Are your employees aware of customers and traditions of the other areas your customers want to do business in? I was recently in a Macy’s store in Northern California‘s San Francisco Bay Area. At the wedding registry, I mentioned that we were purchasing a gift for a former employee who had moved out of state, and I would like to have it shipped to her home. The woman who was helping me immediately asked if this was for the shower or wedding, as it was the custom to give gifts at the bridal shower and cash for wedding gifts in that area of the country. Now, I’m sure the bride wouldn’t have been offended, as I was buying a gift she wanted. However, this told me that the employee I was dealing with knew her stuff! I immediately took all her recommendations, without hesitation.
So, when you’re looking at the scenarios your mystery shoppers are using, make sure you toss in a few zingers that will allow them to have their knowledge tested. It keeps the secret shopper and employee on their toes!
Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:
The Service Quality Department
ServiceQuality.US
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ServiceQuality.co.UK
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