We serve a variety of industries including, airlines, restaurants, integrated resorts, hotels, travel, apartments, time shares, banks & financial, convenience stores, health care, educational institutes, parking facilities and general retail.
If you are considering the option of initiating a mystery shopper program, we are always willing to offer a free consultation to discuss your service needs and help you determine if a mystery shopper program is right for your company based on your goals and budget for providing service excellence within your organization.
When it comes to customer service, there are several challenges business’s face today.
First, is gaining an understanding of what service expectations their customers have
Second is discovering what level of service your employees are currently providing
Third is addressing those expectations once discovered
Fourth is implementing the proper employee training to consistently meet those expectations
It is by discovering “What” your customer’s expectations are, and training your staff to meet those expectations, that you can begin to grow your business. It has been our experience that many companies face the same issues and concerns when it comes to offering excellent customer service regardless of the industry they serve because most service type businesses must rely on employees to serve their customers, it is vital to stay attuned to how they are being served.
If your employees are left to their own and are not receiving continuous coaching, training and support from either yourself or your management, they will more than likely service your customers based on their own perceptions rather than how your customers would actually like to be served.
The key to providing “Outstanding Customer Service” is discovering who your typical customers are, how they would like to be served and what you can do to “Exceed” their expectations.
There are typically several reasons companies chose to do competitive mystery shops. This ranges from understanding how their services and products compare to that of their competitors, what their competitors have to say about them when they know they are in a direct competitive bid, or how their prices compare for similar items. Most commonly, companies are interested in learning how their services and/or products compare to their direct competitors., allowing them to better understand how their services , products , and pricing is perceived and/or compares that of their competition
On-site mystery shopping is one of the most traditional and effective methods for gathering feed-back on your guests’ experience. Through the use of on-site mystery shoppers, you can gain in-valuable insight into how your customers feel about doing business with your company as well as their overall level of satisfaction of the customer service they receive from your employees, and how likely they are to do business with you in the future.
Many times, a potential customer will call before making a visit to the business to ask a few questions to determine if they are going to take the time to go to “Your store or your competitor’s store”. How they are served during that call will make the difference in their decision as to which store to go to for their needs. If the person answering the phone is friendly, professional, knowledgeable and welcoming, the potential customer is more likely to come in than if they receive either poor service or conclude their call without receiving all the information they called about.