Caring to be helpful

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Welcome to the secret shopping blog, where we keep a diary of our experience in the world of secret shopping and mystery shopping.

An interesting thing happened the other day when I was making some secret shopping calls. I wanted to try a different angle on a scenario. We will sometimes hear feedback from some of our clients that they think we don’t give the person being shopped “a chance”. We try to insure every angle to make sure that we do sound like any other call that the office might be receiving. Now, we figure that the when we call, that it is up to that person to make their own “chance”, we shouldn’t have to lead them. So with that in mind I went into this set of calls with the idea that while I would not lead the call, I would give that person every opportunity to make the call great. I chose the victim scenario. Low voice, sounding a little upset, quick deadline, not much stuff to store (a car full, or whatever I could carry), were some of the techniques I used.

Well what happened next was the interesting part. Almost every call I made the person that answered went out of their way to help me. I am not implying that normally these people shrug off a potential client in a normal scenario. However this time the help they were offering was heart warming. You could tell that these people were truly concerned with my situation.

We normally shop this round of clients twice each month. And when you look at the scores, 2 out of 8 scored better on my calls than the other shopper that made the other round of calls this month. I think it is noteworthy that because the people I called to secret shop felt an emotional investment. They tried harder than they normally would to get the reservation. And getting the reservation in this case was truly helping a person in need. I even had one person offer to hold a unit till the next morning without a credit card (I had expressed concern about using my credit card because of being able to trace the rental). When I got off the phones that day I really felt cared for.

Did my calls take longer? No. Did the person answering the phone have to put forth more effort than another call? No. Did I give away any information? No.
Did my calls score better? Yes.

The only other common denominator was that maybe these people cared a little more than they would normally. Try caring a little more the next time you take a call; you might just stumble upon something great.

Three things in human life are important. The first is to be kind. The second is to be kind. The third is to be kind. Henry James
Thanks,
Natalie

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.