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?
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.
There was a time when earning a decent wage and providing benefits such as health care and a pension were motivation enough to keep staff engaged in their jobs. And to stay with the same company for their entire career.
There was a hierarchy in the organization. Everyone knew where they were on the planning chart.
Millennials – the generation born between 1982 and 2000 – are growing within our workforce. This is the generation that grew up with technology. They are educated, self-confident and have an inordinate ability to multi-task.
They like planning charts, but not necessarily hierarchical management.
In 2016 Market Viewpoint celebrated our 20-year anniversary.
Twenty years of creating mystery shopping and customer feedback programs for clients across the United States, Canada and Japan. We’ve learned a tip or two about customer satisfaction.
In those twenty years, the way we do business – and the way YOU do business – has changed tremendously.
Our very first mystery shoppers were recruited through newspaper ads, called on the telephone to be qualified, and then mailed their instructions and report forms through the U.S. Post Office. And then, they faxed their responses back to us!
Yes, the way we all conduct business has changed in twenty years.