Don’t throw away half your sale leads
Imagine throwing away half of your leads? Oh, I know you’d never do that. Maybe you’re a small business that intimately knows everything that’s going on. Perhaps you’re a big business with big processes. I’ve heard it all. And yet, this is the reality I see way too often. Behind the curtain of a Mystery […]
How to avoid mystery shopping scams
If you are looking to be a mystery shopper, please beware of some of the scams. Here’s how to protect yourself. If it’s too good to be true, it probably is. We hope this helps.
The ultimate test of good customer service
The ultimate test of good service is to make a sale. This article also looks at the relationship betwen buyer and seller as well as three ways to fix it.
How Uber Eats almost destroyed a small business
We have to be careful of the shiny new toy. My local cafe has started doing Uber Eats deliveries. Good for them! Well….. not so fast. The wait times jumped to 20 minutes and then 40 minutes. My big cycling group worth $600-$700 per month has slowly moved to another cafe (despite many second chances). […]
Are you making these small service mistakes?
This is about what happens when a company automates their customer service too far.
How to stay top of mind
A description of the ‘mere exposure effect’ and the art of staying top of mind
The best word-of-mouth is?
We all know that word of mouth is critically important. Word-of-mouth can come from several sources including friends, acquaintances, or even a random comment on a social media post or review site. But one type of word of mouth is more powerful than the others. At Service Integrity, we do a lot of studies looking at […]
Why is everyone standing around?
I can’t understand the recruitment policies of department stores. You’ve probably experience this yourself. Sunday afternoon, hardly anyone around, and staff standing around behind the counter or just standing at attention in the middle of the floor. It is the staff member’s job to approach customers to welcome them and ask them what they are […]
The iconic brand doing a Blockbuster
An iconic Australian department store (DJ’s) is doing its best Blockbuster impersonation. They are reducing two Sydney flagship stores to 1, and eliminating 6 floors. Profits have been declining every year for 15 years (lightening reaction times). Online sales rose 46.8 per cent and now account for 7.7 per cent of total sales. But they […]
The forgotten aspect of customer service
What’s the forgotten aspect of customer service? One advantage of running a Mystery Shopping company is that I get to see great detail what works and what doesn’t work in customer service The following graph tracks client data for Satisfaction and Knowledge. We changed the enquiry every month. Satisfaction and the level of knowledge track […]
Surveys don’t tell the whole picture
I was just completing a report for a new banking client and noticed two measurements heading in opposite directions. Their mystery shopping scores were low, but their customer satisfaction from exit surveys was high. So what’s going on? This highlights the problem with reliance on one measurement. The customers are woo’d by the nice branch, […]
1 Star reviews are no reason to panic
Osteria Francescana was voted the best restaurant in the world for 2018. If you look at the Trip Advisor reviews, you will see 86 people thought it was terrible. That’s 3.8% of the reviewers. Emirates is considered one of the best airlines in the world, but 2,619 people thought it was terrible (5.2% of reviewers).2 more terrible […]
