You’ve got a great employee. He has great people skills. He can easily sell your products. Or can he?
Your staff knows what you sell – right?
You would be amazed at the mystery reports that we’ve read where the staff had no idea if the company even sold a product that the customer asked for (when we knew they did).
The elusive crystal ball we wish we all had. You know – the one that would tell us what to expect in the future. For our lives, our finances, to know what our customer needs.
When it comes to changes in our prospects and customers’ experiences it would be a revenue booster to be ahead of the game instead of playing catch up.
What does your customer want vs. what your marketing team thinks they want?
“This company seem to only hire people who have the personality to fit in with the organization. Basic talents are necessary for the position, but they really make sure the ‘person’ and not the skill level is the right fit.”
My friend was telling me this about her son who had been in and out of professional jobs for 15 years. Be it the economy, industry or relationship with a manager, he had been unable to find the right fit for a long time.
But this time it seemed right.
It wasn’t too long ago that we were all gung ho on Customer Satisfaction. But now, it’s been taken one step further. The focus is on Customer Experience or CX.
From conferences to books to Ted Talks – the focus is on the entire experience of your customer from initial contact to the sale. The expectation is complete customer satisfaction – and increased revenue – as the ultimate goal.
Today it is imperative that your organization have multiple channels where customers can interact., learn and purchase from you. Web, phone and in person points of contact are your minimum standard.
Creating, attending or hosting events where your customers are immersed in an experience BEYOND your sales channels can be the next step up.
No one likes to tell someone else they’ve done a poor job or received a bad mystery shop. It’s one of those things most managers never get used to having to do.
Which is why mystery shopping is an excellent, non-biased way to be able to start a discussion with a less than stellar employee. (It’s also a great way to acknowledge those excellent employees too!)
Starting the discussion after a mystery shop has been performed provides you with written observations from a third party. The third party being a potential or actual customer.
The report isn’t your opinion or observations of their co-workers. It is of a real interaction. A great basis for a real discussion on what went right and what did not.