There is nothing as disheartening as doing your best self storage sales call and find out the person you were talking to is a secret shopper. You are going through the call thinking that you have set yourself up for the perfect close and you are about to reserve a space, but alas, it is a shopper. You want to get mad at the person who is secret shopping you, but then you realize they are just doing their job. You have to think that if you were so convinced you had this sale closed, that the secret shopper was amazing at what they were doing. If you are lucky and depending on the company, the shopper might tell you how great of a job you did.
People are often fooled by great secret shoppers and they get upset because they were taken off guard. The reason that companies hire secret shoppers is because they want to get a good representation of how their reps are doing their job. If the reps know that the person they are helping is a secret shopper, they will try to go over the top with their service. If the rep does not know and they still deliver great customer service, then that is what this rep will probably do the majority of the time. Secret shopping is a great way to get a glimpse of how your practices are doing.
If you do not want to be shocked or caught off guard by a secret shopper, it is very easy. When you hear this approach, many people might see it as a radical statement. The way you can ensure that you are not caught off guard by secret shoppers is to ensure that you take great care of the customer each and every time. I know that sounds crazy, but it is the only way to ensure you don’t get taken off guard. The secret shopper is not looking forward to trying to catch you in a bad habit. They are getting paid regardless of how you perform. So get it out of your head that the great secret shoppers are just trying to get you into trouble. You are getting yourself into trouble by not taking care of the customer the way you were trained to do so.
There are many great secret shopping companies out there that have a great staff of shoppers. The reason they are great is because they put for the effort and they are passionate about what they do. They train hard and they think of different scenarios on how to do their best job of impersonating a customer. You should be thankful that they are great at what they do in order to better serve you. If they did not do such a great job at being secret shoppers, your team would be quick to identify them and give them great service where they might not have in the past.
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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.
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