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.
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.
