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.
Mystery shopping, by definition, sounds simple. Find people to act as your customer. Ask them to visit or call your business and tell you what they experience.
We have lots of labels. We label people, businesses, activities, neighborhoods, countries, weather patterns … there is a common ‘picture’ that comes to mind when you say a word.
A great customer service experience is a great customer service experience, no matter who recommended you or how the person came into your establishment. That is a credo that will never, ever change.