We welcomed a new client the other day. During our standard, complementary, review of their mystery shop form, One of our employees was amazed to see that a majority of the questions were inappropriate, if not down-right illegal! Granted, this secret shop was for a work-out facility, but these questions blew my mind! Here’s a small sample:
“Does the employee look attractive in their uniform?”
“Did the employee’s midriff look firm and toned?”
“Was the employee tanned?”
“Did the employee make you feel attractive?”
Yikes! Needless to say, we immediately suggested a more professional approach. The client agreed that there were significant issues with the old format. It turns out that a group of managers, lacking a program from the corporate office, created their own form. Bravo to the managers for identifying that there was a need. A big boink to the corporate office for not filling that need well before the managers went into “do it yourself mode”. If nothing else, it serves as a testimonial as to why you would want to use a professional organization like ServiceQuality.US!
How could they expect their employees to take their service initiative seriously, when the secret shop form read more like a dating form than a mystery shop evaluation? How could you possibly run your business like this? If this format was ever disclosed outside of your business, how could you possibly justify it?
Be sure to stop by our other web sites for additional information and ideas about building customer loyalty:
The Service Quality Department
ServiceQuality.US
ServiceQuality.CA
ServiceQuality.co.UK
ServiceQuality.CN
High Definition Mystery Shopping
