You may be a fan of the TV show, "LOST" as I am.  Looking forward, with some sadness, to the series finale this coming Sunday, May 22, 2010.  I was thinking the other day how so many retailer's customer service is very similar to the TV show, and the characters. Sometimes, the characters are good.  Moments later, they are mean and evil.  Some days, everything is going well. Other times, it's bumpy at the least.  This is where having a consistent mystery shopping program comes into place.  A good secret shopper will allow you to identify these differences so that  you can manage them.  Think about how "lost" we "LOST" viewers would be if we missed the part where we see that Locke was actually killed, only to come back as the "black shirt" for the finale.  Or, if you didn't have the back story to Jacob and how he came to the island.  And then there's Hurley!  He's really beginning to seem quite sane! If you don't know what I'm talking about, I would urge you to go to ABC and view the available episodes.  Even better, buy the DVD's and catch up on all your "lost" episodes! 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