A dumb or cynical question?
When surveying customers, make sure you get the questioning right. Optus Telecom in Australia got it wrong. Check out the question below. How would I answer if I received terrible service? “Has the use of [product] prevented you from…..” If you got bad service, you would expect to answer Yes, […]
The ROI of Mystery Shopping
Although a store may spend $10,000 a month on rent, it seems incredulous that a $100 per month spend on mystery shopping (1% of the rent) needs to be justified with ROI. If salaries and running expenses are taken into account (roughly to equal the monthly rent), then $100 per month equates to 0.5% of […]
Why Measure?
Peter Drucker famously said, “If you can’t measure it, you can’t manage it.” Extract from my book – Mystery Shopping Mastery Time and time again I see companies trying to fix problems they have imagined while ignoring the problems that need fixing. Sure, management is an art and skill, but good measurement provides direction to […]
You can’t watch everything
Extract from my new Book – Mystery Shopping Mastery Let’s start with an extract from a mystery shopping report: The store was in immaculate condition with all the clothes put away and neatly stacked. But I waited eight minutes to be served. The staff were busy talking to each other but I couldn’t hear what […]
You are only one step from customer service disaster
United Airlines famously forcefully ejected a passenger because the flight was overbooked (to make room for 4 crew). It got quite violent. So was the public reaction. Your company is one misstep away form this treatment. Naturally, a twitter hashtag was born #newunitedmottos It’s hilarious and scary for any company. #NewUnitedAirlinesMottos Get off my plane […]
The difference between Mission and Vision
The difference between Mission and Purpose summarised in 1 minute. Mission is a focusing statement about how the organisation operates now and into the future. Purpose is a timeless statement of ‘why’ the organisation exists.
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 have imagined and, at the same time ignore the problems that need fixing. Sure, management is an art and skill, but good measurements provide a direction to apply that art […]
Episode #19 Customer Service is overrated
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, but I see it time and time again. Companies focusing on the wrong things. Sure service is important, but it’s also important to ensure that: 1) your products are on […]
Episode #18 – Mystery Shopping is not a Customer Service Measurement
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 a website/app. They then evaluate different aspects of the service experience. But measuring aspects of the service experience is NOT a measure of customer service. Mystery Shopping takes measurements as […]
How to buy a car – if the dealership would only help you
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 other way, nowadays they hardly talk to you at first. 2 minute Anchor post below. https://t.co/6t2RzokuNC
How to get a 2,750% ROI from Mystery Shopping
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 store with: 5,000 people walking through per month 80% of people buy Average price of $60. The store also has the following statistics: greeting customers 68% of the time commitment […]
Disgusting people with high quality standards
“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 not after.” That’s part of a long complaint from a Mystery Shopper after we rejected her Mystery Shop report. She was truthful, she was detailed, and she had the best […]
