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It is not uncommon for a customer to have a bad experience in a store, but it is uncommon for them to actually complain about it. As a matter of fact, most customer sill simply leave which creates quite the challenge for you in the end. If you have a good mystery shopping program in place you can find out what works, what doesn't, and what you need to improve overall.
As I mentioned previously there are actually quite a few myths regarding mystery shopping that tend to put quite a few people off. These of course include what mystery shopping is in addition to the benefits that it may actually provide.
But in my view, if you're not using a mystery shopping program "" or if you're not using the one you have to full advantage "" you could overlooking a powerful competitive weapon.
Consider your last meal at a good restaurant. You probably remember what you ate, who you took with you, and of course whether or not you actually had a good server. You will remember everything about the service including whether or not it was slow. To be frank, you will remember more about bad customer service than you will good customer service.
But we look at customer service more closely than that. For example, how long did it take for your hostess to seat you? How long did it take for your bread and water to arrive at your table? How long did it take your server to greet you? If your food was red hot, was your plate warm? Were the serving sizes too large? Too small? Were your drinks refilled at appropriate intervals? Did your server check on your table the requisite number of times? Just how did you decide whether your experience was a good one or bad one?
The standard consumer wouldn't be able to answer all of these questions, if any, and they shouldn't have to. After all, is it really your job to pick apart the dining experience?
This of course goes without saying you need to base your experience on two different factors. For one, the past experience with the brand in questions as well as your developed expectations. If your expectations were exceeded, then your experience would obviously be good.
Let's think about the differences between a mystery shopper's assessment and the assessment of the average customer. A mystery shopper is going to have a list of expectations based on the brand, but an average customer will not notice the small things. It is these small things that will provide you an accurate picture of whether or not the business is actually functioning.
This of course is extremely important. The customer needs to know that they can count on the same level of quality every time they visit, and if they can, then what's to stop them from coming back? This is absolutely true with every business out there, and a company that understands this will certainly draw customers.
When it comes down to it, this blog is about customer service. This is about keeping tabs on the full customer experience whether it be signage, quality, operations, or even merchandising. The customer experience will be raised or lowered depending on individual parts of the consumer experience.
As I mentioned previously there are actually quite a few myths regarding mystery shopping that tend to put quite a few people off. These of course include what mystery shopping is in addition to the benefits that it may actually provide.
But in my view, if you're not using a mystery shopping program "" or if you're not using the one you have to full advantage "" you could overlooking a powerful competitive weapon.
Consider your last meal at a good restaurant. You probably remember what you ate, who you took with you, and of course whether or not you actually had a good server. You will remember everything about the service including whether or not it was slow. To be frank, you will remember more about bad customer service than you will good customer service.
But we look at customer service more closely than that. For example, how long did it take for your hostess to seat you? How long did it take for your bread and water to arrive at your table? How long did it take your server to greet you? If your food was red hot, was your plate warm? Were the serving sizes too large? Too small? Were your drinks refilled at appropriate intervals? Did your server check on your table the requisite number of times? Just how did you decide whether your experience was a good one or bad one?
The standard consumer wouldn't be able to answer all of these questions, if any, and they shouldn't have to. After all, is it really your job to pick apart the dining experience?
This of course goes without saying you need to base your experience on two different factors. For one, the past experience with the brand in questions as well as your developed expectations. If your expectations were exceeded, then your experience would obviously be good.
Let's think about the differences between a mystery shopper's assessment and the assessment of the average customer. A mystery shopper is going to have a list of expectations based on the brand, but an average customer will not notice the small things. It is these small things that will provide you an accurate picture of whether or not the business is actually functioning.
This of course is extremely important. The customer needs to know that they can count on the same level of quality every time they visit, and if they can, then what's to stop them from coming back? This is absolutely true with every business out there, and a company that understands this will certainly draw customers.
When it comes down to it, this blog is about customer service. This is about keeping tabs on the full customer experience whether it be signage, quality, operations, or even merchandising. The customer experience will be raised or lowered depending on individual parts of the consumer experience.
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Want To Know How Mystery Shopping Companies Can Boost Your Profits? Drop By ICC Decision Services For More Details About Customer Experience Management.
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