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
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.
Guess what. Customer service is NOT necessarily the most important driver of sales. That might sound strange coming from someone running a Mystery Shopping company,
Everyone seems to confuse Mystery Shopping with Customer Service measurement. The typical Mystery Shop involves sending a pretend customer into a store, call centre or
I went out a did some Mystery Shopping to keep my ‘eye in’. What a revealing process. I think dealers have gone too far the
Where do you start with Customer Service and Sales initiatives? (Vintage 2010 video) If you focus priorities, you can achieve great increases in sales. Imagine a
So, How do you get a staff member’s name when Mystery Shopping? It’s tough sometimes. But the client “needs” it. If only they had name
“I am quite disgusted that you (Service Integrity) would deny a report based on the fact the concern was raised before the fitting room and
We all know the importance of word of mouth (WOM) in Sales. But there is one type of WOM which is just as important as
I know I know, everyone wants feedback. But don’t do it like this. Keep in mind, this was sent to me as a customer, not
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
Leaders have FIVE attributes which are more important than Vision and Management skills, or talent. Whether you are someone looking for new leaders, or someone
The greatest frustration of most leaders is to get your people to go the direction you’ve set. To bring strategy and execution together, the two
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