In today’s economy, businesses of all styles are doing everything they can to make sure that they retain the customers that they have, as well of being sure that they do what they can to impress any new customers that come along. One of the best ways to achieve this goal is to be certain that your business is offering first class customer service in an environment that is welcoming, as well as neat and orderly. To monitor this lofty goal, more and more companies are turning to Mystery Shopping.
What is Mystery Shopping, you might ask? It is simple: a normal, everyday person is tapped to visit your location, posing as a patron. This person first evaluates how your establishment looks: is the location clean, inside and out? Does it appear inviting? Are the shelved dusted, stocked and full, or dingy and almost empty of merchandise? The Mystery Shopper usually makes a purchase as well, in order for an opportunity to interact with the sales staff. They take note of the associate’s selling skills and product knowledge, as well as their manner. Are they friendly and willing to do what they can to help, or are they uninterested and only out get through the day?
Being armed with this knowledge has proven to be one of the best tools to retain and build sales. Good reports can be used to reward and reinforce the efforts being made, and negative reports can be used as training tools to improve upon. It has been proven that one bad experience for a customer has a snowball effect, as they tell their friends about it, and then those friends tell others. However, it is rare that the same customer will contact store management after a bad interaction, so that the issue may be addressed.
Mystery Shopping offers indisputable proof of how your store is doing when you are not there, and creates untold opportunities for growth as you act upon issues that are reported, building upon the good and addressing the bad. Rewarding your associates for consistent good customer service has been proven to increase staff retention. Having a well trained staff that is pleased and secure in knowing that they are doing a great job is the best way to retain your loyal customer base, as well as enticing one time visitors to return again and again.
Article provided by Corporate Research International. View their offer in the WBS Marketplace.