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Welcome to the secret shopping blog, where we loook at the mystery shopping and secret shopping business.

Here is the big question:

How does your staff sound to your callers?

With secret shopping, you will know.

Secret Shops help you with:

-Sales Training
-Improving customer service
-Quality controls
-Meeting anti-discrimination standards

Here are a few pointers to make it work.

-Present this as a training aid and a way to help the staff members improve performance.
-If staff members view it as a spying mission set up to punish them, it will fail.
-Start with small goals.
-Set specific performance goals to start. For instance…a smile in the voice, two standard qualifying questions, one standard closing question. Then after you see these standards being met well, add something a little more complicated.

Try to keep it simple, so your staff can find success with secret shopping and so they can feel as if secret shopping helps them become better at their jobs.

bye for now,
Tron

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Welcome to the secret shopping blog, where we try to give you some insight into the world of mystery shopping and sercret shopping.
Last year I went to the beach for a few days with my kids. They were little and my wife and I wanted to get them life jackets to wear when playing in the surf. We went to a world famous surf supply shop figuring they must have some safety floatation vests for little kids. Doesn’t that make senses?

The people at the information desk didn’t really know what I was asking them about and told us to look in one place and then in the kids section if that didn’t work and then across the street at the water sports shop they owned, too, it that didn’t work. We couldn’t find anything similar in the first place we were sent to and then asked in the kids shop. We were first told to go back to where we first looked. When we said there was nothing there for us, the department worker said, “Try Wal-Mart.”

If I were the secret shopper, this guy would have had his behind handed to him on his evaluation score and been suspended without pay. Why don’t they know how to help people? Why can’t they know their own store? WHY WOULD THEY EVEN THINK OF SENDING US ELSEWHERE?

We were flabergasted and frustrated. On the way out of the store, we thought we’d ask one more person. It was the lady stocking shelves. She probably knew more about the store than anyone, we thought. She knew exactly what we needed and knew for sure it was at the water sports shop. Once we got there, everything went great. But jiminy cricket, we wwere told to try Walmart. What kind of crazy stuff like this happens in your business? How do you strive to prevent it? And guess what? I am not writing about the guy at the water sports shop who did his job well. I am writing about the guy who told us to go elsewhere.

bye for now, Tron

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