Creating the Ultimate Customer Experience: Cheers to All the Quirky Waitstaff Out There!

Customer experiences and breakfast are not usually two topics that I would logically pair, but I have to share the experience I had at a networking breakfast the other morning with a good friend and colleague of mine. We went through the usual mechanics of emailing each other trying to find a day, place, and time that worked for both of our schedules. We finally decided to meet at one of the popular national chains that specializes in breakfast because it was conveniently located at a half-way point for both of us. We had been there before and while we had a productive meeting we found the food to be bland, the waitstaff to be sleepy and disinterested, and the general decor and environment to be “corporate blah”.

At the last minute, something happened that was going to take one of us in the opposite direction after we met for breakfast so we decided to change the venue to a little mom and pop place that serves up breakfast and lunch and a fabulous customer experience.

Here’s how they do it:

This great little cafe understands the value of food that has personality. They have items on their menu that are different, unique, fresh, and fun.

The other thing that the owners of this cafe understand is the importance of having a fun quirky waitstaff. Our waitress, on this particular morning, was memorable in a very good way. Her appearance and personality were fun and funky and her demeanor indicated that she is as definitely a “morning person”.

And the environment…what a great place to hang out! The decor of this cafe is “island shabby chic”. It’s a visually enjoyable environment that invites the customer to chill out and relax.

My friend Jane and I left that cafe and meeting feeling a sense of accomplishment and so much more. It affected the rest of our day. The infusion of delicious creative food, a beautiful environment, and that quirky waitress into my day was so memorable that I can’t wait to go back for more! The choice of the national chain is out and the quirky cafe is in!

So let me ask you…what are you doing to be a little bit quirky in your business? What are you doing to be memorable?

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Mystery Shopping: Is there a Scrooge on your staff?

The holiday season revolves around beliefs, traditions, and stories. Many are true and some have been fabricated; woven and expanded through years, some have become more than the originator expected them to be.

As managers, we believe we hire good, nice, honest people to service our customers. We spend time training them, showing them the ropes and teaching them what customer service is all about. Our belief is that they will present to our customer the true nature of our business and intent. People, however, are human after all, and many like to weave their own version of your business.

From our treasure trove of mystery shopping stories, we present you with:

Mythbusters of Mystery Shopping:

Real stories from actual mystery shoppers

Myth #1: Our staff is honest!

FACT: I was doing a fast food shop once and asked “what’s good?” to the crewperson. He replied “I wouldn’t eat anything here are you kidding me?” If that wasn’t bad enough, as I proceeded to a table to drink my coffee/eat a breakfast item, the manager’s wife came in with their baby. She handed it across the counter to an employee who waited on the next customer as she was holding the baby. This went on for about 15 minutes and the crewpersons kept handing off the baby behind the counter from one to another while the manager’s wife had something to eat in the dining room. If they only knew who was sitting there taking it all in….

FACT: I was sent to evaluate a bar. It was an age compliance shop, meaning, I was supposed to sit at the bar and order an alcoholic beverage. If the bartender didn’t card me, I was supposed to immediately ask to see his manager, and give then a red “try harder” card. If the bartender were to card me, he would be rewarded with a green “congratulations” card on the spot. I sat down and ordered a light beer, the bartender began pouring and didn’t card me. I asked to see the manager and presented the red card. The bartender turns to his boss and says, “Well, look at her. Come on.”. I was very insulted and the bartender was extremely rude with his statement. I’ve never been back and don’t plan a return visit any time soon. I’m young, I tell you!

FACT: Once I was doing a bar shop and things were going as to be expected.  Suddenly, the bartender pours himself a shot and does it.  He then hands one to a customer (whom he apparently knew) without ringing it in, and that customer did a shot.  The bartender ended up consuming three shots while I was at the bar – who knows how many he did after I left!  Needless to say, it was an interesting write up.

BUSTED: Honesty is good to a point! Used to enhance your staff, your business and your customers.  In all likelihood most of your staff is honest and discreet, no matter what their real opinion may be . . . but mystery shopping on a regular basis will uncover those who take it up on themselves to reveal a bit more than necessary!

Our thanks this month to guest blogger, Diane Sweeney. Diane has been with Market Viewpoint for 10 years and is currently VP of Operations. Diane has worked in marketing and human resources for all of her career. She also runs a nutrition consulting firm, Healthy Solutions. Her life-long love of writing now has a venue as a she blogs for Market Viewpoint, her own website, and those of friends. The service industries and the health of the human spirit are topics close to her heart.

Mystery Shopping: Do You Hear What I Hear? Listening In On the Competition

The holiday season brings to us endless stories in the media about what is going on in various industries, parts of the country, online and in retail stores. Our minds are bombarded with statistics, pictures, and facts – some true, and some not so true. What is a manager to do to determine where his or her establishment fits in among the rest? What is really making people go to the bank down the street – CD rates or the customer service? Does Superdupermart really have that much more inventory of the latest, hot gadget or toy?

We all know there are commodity items in each of our marketplaces that can be bought, purchased, rented and leased at similar prices. What separates you from the rest? More importantly, what is your competition down the street or across town doing differently than you? When you learn what that is – you then have real information about your actual competitors that will allow you continue to train and develop your staff to stay ahead of the pack, or to notch it up and find ways to stand out from the “other guys”.

Mystery shopping your competitors is a great way to get current information about your competition from the customer’s perspective. After all, isn’t the customer the one you are truly trying to please?  You will then be hearing straight from the customer what they hear at your place and your competitors – and what they want and expect from your business.

Our thanks this month to guest blogger, Diane Sweeney. Diane has been with Market Viewpoint for 10 years and is currently VP of Operations with our firm. Diane has worked in marketing and human resources for all of her career. She also runs a nutrition consulting firm, Healthy Solutions. Her life-long love of writing now has a venue as she blogs for Market Viewpoint, her own website, and those of friends. The service industries and the health of the human spirit are topics close to her heart.

Creating the Ultimate Customer Experience: It’s a Wrap!

Our thanks this month to guest blogger, Kathy Blumenstock. Kathy currently writes Animal Planet’s “The Mole” blog http://blogs.discovery.com/the_mole.  A career journalist, she has been a reporter and writer for The Washington Post, Sports Illustrated, USA Today,  NBC News and Entertainment Tonight.  Kathy also contributes feature stories to Knitchmagazine.com and Knit ‘N Style magazine.

Ever fill out one of those “how are we serving you” cards in a store or restaurant? Do you wonder if anyone’s paying attention? Actually, someone is, and I found the proof. I’d sent in dozens of them for one local eatery. I wanted them to know how they were serving me! But they were too busy making sandwiches, including one of my favorites,  with  spicy basil, fresh tomatoes, a little mozzarella and some secret sauce. It was even healthy, or so the menu claimed. “Can you wrap that in aluminum foil?” I always asked the preparer, who’d sigh before replacing the flimsy clear plastic with sturdier silver wrapping.

“Why do you do that?” my colleague Mary asked. I said the secret sauce soaked the flatbread and plastic, making a soggy mess before I could take a bite. “If they’d just read my many suggestion cards, they’d know.”  The cashier heard me and said, “You want a manager?” Sure, I said, hoping to get my common-sense suggestion heard at last. The harried manager held up a hand. “I’m listening, but change has to come from corporate,” he said. “I’ll send in your idea.”  I nobly refrained from saying, “Fat Chance.”  Next time I showed up to order my sandwich, the manager saw me, spoke to a server—and before I could speak, the aluminum foil was rattled out and ready. Even if they didn’t adopt my idea for everyone, isn’t it nice to be treated special because they listened?

• Like what you read? Digg, Stumble or Tweet this post!
• Market Viewpoint …helping you see your business through your customers’ eyes.
• Follow Angela Megasko, president of Market Viewpoint on Twitter today! www.twitter.com/AngelaMegasko

Mystery Shopping: How to Choose a Great Mystery Shopping Company – Question #3

Beyond the relationship a mystery shopping company has with its shoppers and the years of experience backing the firm, what else should you be asking about as you interview mystery shopping companies?

Let us recommend that you ask about the background and work experience of the owner. Ask what qualifies them to conduct service evaluation studies.

Mystery shopping is a serious business and has the potential to affect the lives of people and the success of businesses being evaluated. Mystery shopping is also labor intensive and can be complicated.  When doing your due diligence look for companies that are owned and managed by professionals with backgrounds in the fields of marketing, market research, and customer service.  These are professionals who can guide, recommend, and analyze to your best advantage. Program components such as survey instrument design can be tricky and if not done properly, can lead to inaccurate conclusions so the people you have designing your data collection instruments had better know what they are doing. You also want someone who can partner with you on this journey and offer you the best possible advice when it comes to customer retention – one of the most important factors in your firm’s profitability.

So as you prepare to research mystery companies, do a little background checking to ensure you are getting qualified, capable professionals to handle your program. You’ll be glad you asked this question and surprised at some of the answers you’ll get.

Remember…the customer is always watching!