Surrendering to the Customer or Surrendering to Service?

white flagWe often resist the demands of our customers because we see them as just that, “demands”, not “opportunities to serve”. Now I am not suggesting that customers can’t be demanding. They are. They can also be unreasonable or pushy in trying to get their way. They have the power to make or break our companies and they know it. But from a human perspective, all any of us really want is Continue reading

Managers Managing Feedback

9892760415_ec366cff3b_nMystery shopping is an excellent way to garner feedback about your organization. It allows you, as a manager, to discover many things about your operations that are not always apparent in your customer encounters.

Mystery shop evaluations allow you to discover:

  • If your company, department or region is doing well,
  • What matters to your customers,
  • How your customers want you to improve the experience they have with your organization.

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Managers: Let’s Roll Up Our Sleeves!

Business and people - roll up the sleevesCustomer service stems from the behaviors that we foster in our corporations and businesses. Employees take their cues from the top, and as managers, we need to take responsibility for the environments we are creating. Employees learn by our example. We can’t expect our employees to serve our customers if we, as managers, are not willing to serve our employees.  Continue reading

Mystery Shopping Results Can Improve Your Training

Training is the key differentiator between a great company and one that is merely good. If you’ve had a positive experience with a company lately, it was probably with one that has invested in their employees by training them on all aspects of their operations.

As a matter of fact,

[tweetthis]Training is one of the things members of the millennial generation look for and value when seeking employment.[/tweetthis] Professional development is important to them. So if your goal is to attract the top talent from this generation, training once again could be your differentiator.

Angela Megasko of identifies how the results of your mystery shopping efforts can be used to improve the training of your staff.Here is something to consider:

If you are currently mystery shopping, think about taking the trends and results of the studies you are conducting and apply these to your training efforts or develop your training program around what you are finding.  Continue reading