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Welcome to the secret shopping blog, PhoneSmart’s diary of our secet shopping and mystery shopping business.

What would you do if you weren’t afraid?

Would you skydive? Would you drive fast(er)? Would you ride a huge roller coaster?
Would you tell someone you love them? Would you try and sell someone something you believed in without hesitation or reservations?

Human nature involves feelings and emotions. Some of the emotions I associate with being scared are: feelings of the unknown, rejection, being alone, embarrassed, being in control and security. What could you accomplish if you weren’t afraid of failure? What would your life be like if you could speak up without others making an opinion about you?

Selling doesn’t have to be a “gotcha” situation. It can be a needs based, equal communication, good rapport, product availability, excellent base product. Don’t be afraid to present your product in a manner in which people can’t resist.

How do you think some infomercials do so well? “You can’t live without our super cleaner.” Don’t be afraid of some honesty. It’s ok to tell some things like it is. Don’t be afraid to ask questions. Discover what the needs of the customer are and clarify the situation. Don’t be afraid to close the sale. Don’t be afraid to close the sale again.

Many of the people we secret shop seem to be afraid to sell their product or service. They seem to be afraid to engage the shopper. What is there to be afraid of? People will either buy from you or not. But they are certainly going to but a lot less if you are afraid to help them buy more! If you act unafraid and have success your success will help you become less fearful, won’t it.

So go ask for the sale.

Natalie

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Welcome to the secret shopping blog, where we look at the world of secret shopping and mystery shopping.

I had a secret shopping opportunity this weekend. My family had a gathering at The Elms, an historic hotel in Excelsior Springs, Missouri. It is a beautiful and elegant old spa and hotel with some interesting stories. Harry Truman was staying there on election night when he saw the famous headline that declared Dewey the winner.

We had a very enjoyable time, but the service and upkeep of the hotel was not consistent with the atmosphere. Lots of little housekeeping details were missed. The wait staff was, with a few exceptions, slow and unresponsive. And the whole staff seemed to have missed “Customer Service 101” class. Although we enjoyed the time together and had some very fun activities, there was a constant undertone of unfulfilled service. It would have taken very little effort and hardly any expense for the Elms to have made sure their service and housekeeping standards were equal to what one would expect from an elegant and impressive old hotel.

Make sure your follow-through lives up to the promise your operation makes.

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Welcome to the secret shopping blog, our window into the worlsd of secret shopping and mystery shopping.

Yesterday I got in the car to come to work. The first thing I do when I get in our car is turn the radio down before I even turn the key. My husband has usually been in it before me, and he like to listen to the music a lot louder than I do. I expected to hear some rap, or R&B, but instead I heard a gentleman talking about some mice.

At first I thought it was some silly introduction to a song on his CD. I turned it up and winced because I thought at any moment I would be blasted away by a base line. I wasn’t.

As I listened I realized this must be some kind of book on CD or something. I know Joel doesn’t like to read, so maybe he bought this instead. It was a funny story about mice and cheese and how mice adapt to find their cheese.

Some of you may have realized that I was listening to “Who moved my cheese?” I started the CD from the beginning and Natalie and I listened to it at work. It was a cute story, but it made me think. I realized that I like my cheese right where it is, and when someone moves it I get all bent out of shape. I think the morals in the story can help me at work and at home. Maybe I won’t get so upset when things don’t go my way. I know I could definitely gain some patience- as my husband can tell you.

“Who moved my cheese?” is a great lesson for everyone because it applies to any situation. It will help you realize what your cheese may be, and how you feel when some one messes with it. (It may also make you feel silly for being so silly!) I think every businessperson, student, parent, and child should listen to it at least once in their life, but maybe more.

And as you are dveloping your secret shopping routines, remember that you are moving someone’s cheese, when you mystery shop them. You are certainly threatening their routines when you deliver the secret shop evaluation.

bye for now…

Sarah

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Some people believe in evolution, and some in a greater power. Whatever your personal belief no one can deny that the world, and people are always changing. We adapt to our surroundings and adjust to changes in weather, government, jobs, etc. Despite the inevitable, most people resist change. Why is it that most of us, me included, cringe at the thought of moving, or changing jobs, or making a big leap?

I can remember the last day of high school. I couldn’t imagine that the world outside of those red brick walls had anything to offer that I didn’t already know. (Every teenager knows it all, right?) Yesterday I had a meeting; before the meeting we were all introducing ourselves. Most of the people had already met each other at similar meetings. One woman was sharing about the joys, and pains of raising a teenaged boy, 15 to be exact. Surprisingly, or maybe not, she had mostly pains to share with us. He seemed to be a typical boy, trying to take on more responsibilities than his mother was ready to allow. She seemed to be pulling her hair out, which is probably what he wanted. I’m sure that this mother was also a typical teenager, trying to push her boundaries. But it seemed like she had forgotten what it was like to be making the change from youth to adult. I don’t think any of us can say that we loved every moment of those awkward years or that we never felt insecure. Like so many other changes in life, it is a scary thing to do.

I also remember the way I felt the week before I got married. Wow, that was a scary leap to make. I think no matter how well you know some one, you always have to ask yourself, “Am I sure this is the right thing to do?” Unlike going through your teenage years, marriage is a choice you can make. Don’t get me wrong, I was a giddy school girl in the weeks leading up to the Big Day. When it came to the day, I never hesitated to say ‘I do’. I knew it was the right thing for me.

I also remember the day I found out that my husband and I were expecting our first baby. At first it was a joyful moment, and then a rush of anxiety came over me. Was I going to be a good mother, how would we work out all the finances, and what about day care? Should I keep working, what if I don’t know what to do with a baby, what if he doesn’t love me? All of these questions go through every woman’s mind I think. And of course, they answer themselves, and things aren’t as scary as they seem. Now Joel and I have the most beautiful baby boy. (That is said with no bias of course J )

I think that when we look back at some of the then-scary moments, we couldn’t imagine our lives being different than they are now. So when we have to face the next big change life offers maybe we could take a moment and try to see the big picture. We should try to look at how this change is going to make life happier, or what we can learn from it. Or when we see some one else struggling with life’s toughest moments we should encourage them that everything works out for good, and if it isn’t a good change, we can adapt and move on.

Ta ta for now…

Sarah

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Welcome to the secret shopping blog, our window on the world of mystery shopping and secrets shopping.

I just reviewed some secret shop data for one of our clients. They are a national wireless phone company. We have a meeting with them next week, so I was making some charts and putting together some stats.

We shopped 10 of their local stores 40 times last month. Some of the tendencies we saw were that only 25% of the associates tried to suggest the best minute plan for the customer’s needs. And 32% invited the caller to come into the store. These two areas should be the most important when making your presentation over the phone.

It is important for any associate to demonstrate or explain their product. The more you educate your customer, the more comfortable they will feel with the product. They will also feel committed to your company. It is especially important to feel comfortable using your wireless phone because options vary so much in this industry. Although an associate may not be able to get into great detail over the phone about the buttons on your cell phone, they should be able to make you feel that you will get the best rate plan with them. The associate can finish the sale in the store.

It should be natural for any phone call to lead to an invitation to come into the store. By extending an invitation you let the caller know that you want to help. But more importantly, you get commitment from them, and stop them from shopping around.

These stats ring true for many other businesses. Are your associates determining the needs of the callers? Or are they just answering the phone to say hello? Do they try to get commitment from customers shopping around?

Ta ta for now…
Sarah

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Welcome to the secret shopping blog, PhoneSmart’s diary of the secret shopping business.

I wish I had the secret shop files on this story…

One of the StorageMart managers faxed me over the notes on the reservation form from a rental he just wrote. Sometimes we assume that if people don’t rent from us right away, we will lose them. I always tell people you have to stay on top of leads like white on rice until they either rent from you or tell you they don’t need storage. Of course it needs to be done in a caring, respectful and professional manner.

The reservation was made on June 19th without any particular clues as to the customer’s needs or priorities. Just a name and a phone number. The first note from the manager on the sheet said “Called 6-20 11:00 am. Got Nextel customer unavailable message”. The next note was from 3:08 on the same day. Same result. Customer unavailable.

The next note was from 6-22. It said, “Customer called to cancel. Her military unit will not be transferred. No longer needs storage.”

The next note was from 6-24. It reads, “She called back and just got orders to deploy and WILL need the unit.”

The last note was from 6-25 and showed “Rented” and the lease number.

Yes fate stepped in and caused this person to need the unit after all. But she could have rented anywhere. But I bet she rented here, because she liked the people she talked to on the phone the first time she called, she appreciated that the store showed up on her caller ID, trying to follow-up, and she liked the way the store manager treated her on the phone when she talked to him in person.

I know this theory is correct, because we secret shop this particular store and we know that this manager is friendly and knowledgable and helpful…and wants people to rent with him. You can’t ask for a better combination, can you?

However, without all the pieces of this puzzle, she may have rented somewhere else. Make sure your rental efforts keep tabs on prospects until they rent from you. And make sure your people make your calelrs want to do business with you.

bye for now,
Tron

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

My experience as a Secret Shopper has made me become much more aware of the service I get from any business. This is my “reticular activator” at work. “A reticular what” you say? Roy H. Williams defines it in the Wizard Tower Chronicles this way:

“The reticular activator is a mental trigger in your unconscious that directs your attention and causes you to notice and remember things you never intentionally committed to memory.”

Do you every notice that when you buy a car, the minute you drive it off the lot you see 5 more cars just like it? That’s your reticular activator. When I started secret shopping almost 2 years ago, I knew what I expected. But I did not know how to objectively determine the good and the bad. Now when I go to the grocery store, a restaurant or call my cellular customer service line, in the back of my mind, I’m secret shopping them.
When I leave a business where the service left a lot to be desired, I’m usually thinking how we can approach them with our secret shopping service. I’ll mention my experience at work the next day to my fellow shoppers and between us we’ll come up with a better way that the situation might have been handled.
In a case where the business representative has done an outstanding job with assistance, I have gone out on a limb and told them what I do for a living and what I thought of their service. In most cases, it surprises the person but they’ll usually smile at the compliment.
Then there have been times where I’ve been asked what I do for a living. When I tell them I’m a Secret Shopper, I’ve gotten some very different reactions. Some people think it’s great and they ask me how I got so lucky to do something like this. They usually assume that I do the kind of secret shopping where I get to go shopping at my favorite stores all day and spend someone else’s money. I’ll usually explain the different kind of shops that we handle for property management and they’re sometimes surprised that this industry needs something like secret shopping. It doesn’t diminish their enthusiasm for my job however. There are others who immediately say, “Are you secret shopping me right now?!” Their face has a very worried expression as if I might cause them to lose their job. That of course makes me wonder if I should be paying closer attention to them and there goes my reticular activator again.
Working as a Secret Shopper has opened my eyes wide to the world of customer service and sales. I’m always looking and listening for different ways to help the customer and pass the secret on to the clients we shop.

Laura

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Welcome to the secret shopping blog, where we look at customer service and sales trends as they impact mystery shopping and secret shopping efforts.

Over the weekend I watched the award winning movie, Aviator. The timeframe of the movie was set 40 or 50 years ago. Throughout the movie I felt like I was looking into a different world. American culture was totally different; everything from dating, to the press, to congress worked at a different pace, and with a different set of rules. What is considered socially acceptable now would have been taboo 40 years ago.

The one thing that stood out most to me was that even if you despised some one, you were still expected to be respectful to them. People addressed each other as ma’am and sir, and said please and thank you.

I wondered how our culture would change if we all said “yes ma’am”, or “thank you sir”. It would definitely impact our personal lives. But on an even bigger scale, it could improve the opinion of businesses as well. If your employees treated every customer like they were truly concerned, or at least respectful, that customer would leave feeling appreciated.

In a world of drive through food, drive through pharmacies, ATM’s, and automated voice systems for just about every company you can think of, the impact of a fellow human being taking a moment to appreciate you could make your day. Think of how many times the opposite has been true. You went to get a quick burger and when you pulled up to the drive through you sit for a while and then you’re greeted by, “Ya, what can I get for you?”. You give them your order and then proceed to the window. There, the employee snatches your money and slams the window. They return by shoving a cup in your face and then throw you a paper bag with your lunch in it. So for a few minutes, or maybe longer, you are not in a very forgiving mood- to say the least.

While using good etiquette can definitely impact the reputation of your business, it can also improve the working environment. If your employees treated each other with kindness and respect they would feel more motivated to work. They will feel like a team and as a result you will see more productivity.

I believe that there is a lot we can all learn from our past. We all try to avoid making mistakes we have seen in the past, but how often do we look for something we can instill in our present?

Ta Ta for now…
Sarah

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Some thoughts and I would like to share for today’s secret shopping blog…our diary of the secret shoppng and myystery shopping business.

I once heard that a manager said, “We know when we are being shopped.” Then his boss replied, “Then why didn’t you get 100% on the evaluation?” It’s the million dollar question.

Apparently, he didn’t know he was being shopped or he gave his best on another call. We try to employ every resource we can when shopping so the shops “stay fresh and new.” We rotate shoppers, change times and days of the shops and even use *69 before calling, to name a few things. It’s not that any of these are groundbreaking ideas, but simple basics that we go by.

Maybe the golden rule is to treat every call like you are being shopped.

Don’t waste the customers’ time being windy. If the customer is letting you talk, keep going. If they say they need to go, wrap it up quickly. Control the pace of the call. If you need to speed up a little to get it all in, practice until it all sounds great. Usually callers give you about 5 minutes before they become impatient. We have some calls that run way over 6 minutes and I had one the other day that was almost 9 minutes.

We do normally have a time limit for shops. This time limit saves the evaluators from having to listen to a bunch of really long calls. We try to never stay on a call longer than five minutes. If the person we are shopping can’t get us in the “Yes mode” in five minutes, then it was not a successful call.

I have read somewhere that on the phone you only have 8 seconds to make a good impression, but in person, it can take 15 minutes. So get to the point, when you are on the phone.

Avoid putting the customer on hold. If you have to, do what you need to do and get back to the phone. We use shops on a regular basis that keep the caller on hold for 2 minutes or more. (see above point for more information). Would you wait on hold 2 minutes waiting for help?

Some employees don’t like the whole secret shopping world. We have a person that we shop that will flat out refuse to give any information if they think they are being shopped. They make up excuses like; “I am really busy can I call you back?”, or “I’ll give you another number to call for information” (it’s a call center number). I called him three days in a row and each day I talked to him he said that he had three customers at the front desk that needed help. It made me want to drive over there and see for my own eyes how busy this person really was. Does he do this to all callers?

We love it when people do well on their shops. We are not the bad guys. We cheer for everyone. Trust me; it takes less time to evaluate a good shop then a bad one. You’ll often hear one of the evaluators say out loud “100%!” or some other exclamation of a shop well done.

Don’t cringe every time the phone rings. Think of every ringing as an opportunity to get another customer into your place of business. Are there going to be those completely weird, off-the-wall calls that you’ll talk about for days? Yes. But thank goodness for the little bit of humor throughout the day.

Quote of the day…..

“Pretend that every single person you meet has a sign around his or her neck that says, ‘Make me feel important.’ Not only will you succeed in sales, you will succeed in life.” Mary Kay Ash

thanks, Natalie

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Don’t get busted when the person you are shopping asks your name. This is one of the funnier ways to raise suspicion in your shopping subject. Subject says, “What is your name?” You say, “Ah” before blurting out something. Whatever your pretend name is going to be, you have to practice it a few times to make sure it flows smoothly when asked. Companies that use secret shoppers have employees who are always wondering if the next person they talk to is a shopper. This is not all bad, if the employees are doing this to try to provide the best experience possible to each customer and to get good shopping scores. If employees are looking for the secret shopper to duck their shop, then it is a bad thing. So don’t blow your cover when they ask your name.

Bye for now, Tron

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