Would you like fries with that?

Welcome to the secret shopping blog. We look at sales and customer service issues from our mystery shopping and secret shopping perspective

When I think of product consistency, I think of McDonalds. I have had the opportunity to eat McDonalds not only across our great nation, but abroad: McDonalds in Rome, Mexico, and England. It doesn’t matter where you go, it’s always consistent. Now, I know what some of you are thinking, “Why would you eat at McDonalds when you can eat anywhere else, especially abroad”.

Well, after being in Italy for six weeks, I really wanted a meal that was consistent and plus, I was a little homesick. Every meal at McDonalds tastes the same; it doesn’t matter if it is down the street or an ocean away. Now, there are some deviations to the traditional USA menus. For instance, in England they charge for the ketchup packets, and in Rome you can have a cold beer with your Big Mac.

How long do you think it took McDonalds to develop a consistency plan? My family has been in the restuarant business for years and I “grew up” in the restaurant. Coming from a restaurant background, I believe this plan is harder than it seems at first glance. Say there is a person that is cooking the XX today, and as they are making it they put just a little bit more of la la in it. Now the XX is different.

The person didn’t mean to make it different they just made it the way they wanted, or thought it would taste even better. Or, what if the big boss ordered a different kind of la la than what they normally get? It changes the XX completely. If you want to start consistent and stay consistent you must control all the variables from the beginning.

Is change wrong or bad? No. You see it all the time: new and improved, better tasting, no more late fees, bigger and better and faster. It’s just that every one of your customers might not embrace the change. People get used to being in a routine, having a plan, and when that changes it can cause upset. (Think of New Coke)

Is your sales force consistent? Are the variables controlled? Does your company have a consistency plan? Are all the ingredients there? What are your company’s sales goals?

One of the things we use in our sales force is a “one thing at a time” strategy. We work on improving just one area till it is accomplished. Then we move on to another area, and so on. Pretty soon many of the areas are improved and sales are increasing across the board. We also strictly monitor our sales force, not just for internal purposes but for use as a reference point if needed. Each person is evaluated at least four times a month on sales calls. We use the same evaluation form we use for our customers. We expect and get great things from our team, do you?

Natalie

“They say that time changes things, but you actually have to change them yourself.”

-Andy Warhol

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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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