Blog

Why Measure?

Peter Drucker famously said “if you can’t measure it, you can’t manage it.” Time and time again I see companies trying to fix problems they

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Complicating the customer process

We are complicating the sales and service processes with mindless steps. 10 steps to sales enlightenment, paraphrasing the customer’s needs, intelligent questioning. I’ve heard them

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We are not robots

Not all customers are the same right? Not all staff are the same right? Yet organisations try to implement “consistent” sales, service and employment policies.

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Dumb shit we find in stores

As a Mystery Shopping company we see a lot of shit. Here are some examples: “The staff member suggested I go to [competitor] because they

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