Here are the real mystery shop results from a chain of fitness centres.
If you asked the prospective customer what they thought of the service, they’d say. Awesome.
100% of people received warm service.
BUT
62.5% of people were NOT invited to take up a paid membership.
![Image of table showing 62.5% closing rates](https://www.serviceintegrity.com.au/wp-content/uploads/2020/02/img_5065-1024x339.jpg)
They are not closing.
What’s the good of giving ‘nice’ service if you don’t sell.
Measure what’s important, not what’s cheap and easy.