Don’t be so warm. Sell.

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 […]

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 […]