If I have my Company Mystery Tour

If I have my Company Mystery Tour I wish I had a nickel every time someone says to me: "Oh, you Mystery Shopping, I always wanted to do this!" I think that most people find the idea of land as a client, and reports on how they were treated, rather intriguing. But there are many more than skulking around a trench coat and spy glass, I believe that most companies have taken the plunge and decided that it is really important to make frequent "mystery or secret shops" of their companies. The question remains, do nothing constructive for the information or is used as a disciplinary tool? Before you start looking for people around your business, here are some clues that will help ensure the success of program.1. What is the value in a mystery shopper? A. The most important reason for conducting a mystery shop is seeing your business through the eyes of your customers. Not only must we consider mystery shopping, but using the discussion groups on a quarterly basis, consisting of some of your real customers. Both sources provide excellent feedback that you can begin to focus on.b. Secondly, smart mystery program will enable you to assess the accuracy of your training program. If your employees are kept in their training program which must accommodate the customer, in a sense, the "store" will show the results. It 'also a way to hold employees responsible for what they have leaed in training. If the train, you can try them! C. Third, it allows a company to focus on areas that really need improvement based on feedback from customers. Too often, management believes that changes must be in a field and the customer feedback shows that the focus should be elsewhere, to keep a loyal customer. May management believe that their area of merchandising is to offer customers the choice it wants and it seems that the customer said that was too narrow for comfortably.2 store. I do not know Mystery Shop employees? A. Pop Quiz! How many of us read these words, and remember a grumpy teacher walking into the classroom to a group of rowdy boys, slamming his book on the desk and bellowing, "Ok, take a sheet of paper will have a pop quiz. "Panic struck just your soul! The same thing happens with the employees. Also, have thrown any trust you have built with the employee the right of the window. If you want to build a team, players know the game plan! B. Explain to your employees because you are a mystery shop. Explain how good that is part of the "course" training program of the company and the best way to improve the activity is what the customer really wants. Explain that this is a way to hold employees responsible for the information has been provided in all or part of their training programs. Employees are far less likely to be frustrated by the results of what they were tested on whether they had had time to "study"! C. Your employees are part of your team. Give them the tools to succeed and every day that passes through every circle that you provide. Reminds me of when my son was on a football team. It has been five years and was an ideal place to spend the energy that every five years, appear to be pent within. I remember that game Saturday, the coach is trying to remind the kids about the exercises they leaed into practice. Game time for this age group is what I call ", as the herd of cats"! The boys were so excited can not wait to get on the field and show the coach what they had leaed. Suddenly one of the boys have the soccer ball and the ball is moving down the field as quickly as possible. The parents were screaming, the coach was jumping up and down and his team have followed in pursuit! As the boy began, but the whole world is crazy! The little boy beamed his face as he came on the sidelines! But the coach does not have the same pleasure on his face! The coach said: "You started the ball in another goal of the team !!!!" Agggh! But the boy who broke out five years would be, "You told me not as the goal was"! How many times have we forgotten to say how our team is the goal! 3rd Where do I start? A. Slow down and think, is my answer. First, think about the information you really want to get these reports, and what we do with it. The questions that I would ask one of the most important parts of the program. The best place for questions is to retu to training. Remember what I said before, if the training, you can test the them.You no doubt, what I call, non-negotiable issues that can be started. These are the things you teach employees to be made of any kind. If you want to attach points to the questions, then you can give more points to questions that you want your employees to be the best. To 'answer the phone in a certain sense, is mandatory. If you know and are responsible for this, then you should have on the questionnaire and you can have confidence in the part of a larger number of points of it.In most companies, there are three or four buyers who love to give evaluation. The first area is generally the installation. Is the location easy to find? The entrance was clean and tidy? I feel safer parking lot after dark? Inside the place was attractive? It was easy for me to find what I was looking for? The next is the inventory or store merchandising. The signature has been helpful? The company has been in storage that I need? It was easy for me at the shop? The latter is usually the area of service. As I have been allowed? The worker was easy to find? The employee was waed? What used to make me feel special? Again, these questions may be more or less how you feel it is important to get the feedback that you need.b. The next step is to hire customers. This can make or break your program. Too often, companies think they are saving money by hiring friends and relatives. I suggest you hire people who do not know. Looking for impartial reviews and the best way is to recruit the right people to do it. I recommend to the Mystery Shopper Provider Association Web site for the registration of companies to good use can lead a company to coordinate all your purchases, or you can try to do it yourself, if you have a small business and want to try on their own initiative. If you can find on their customers using its own equipment, then I suggest you have a huge database and can be accessed by zip code. I suggest however that you use the same technique you use when hiring an employee. Call the potential client and ask them for a long time, as if it were a person of recruitment to work for your business full or part time. You get a good impression on the phone on their communication skills and grammar that I feel is so important in providing a good feedback.c. Finally, I have always asked: "How many times do I" shop "and how can I expect to pay?" I think consistency is key. If you're trying to save money, you can always choose to make your purchases, so random. Salaries are usually based on length of time necessary for the purchaser "shop" from the time they leave their house until they receive. Pay ranges from $ 25 for each seminar up.So on the budget and whether you choose to do weekly, monthly or at random, are a fundamental part of a training program and not to do so for less a year. May 12 This will result in 365 boutique shops, but you have to ask how much information you have and how it would be important for your daily work. We all know what happens when you say that to lose weight or exercise more or to organize, is the failure of implementation, if we are not dedicated to consistent.4. How do I give the bad news? A. The problem with the programs of mystery is to have a bad reputation for those employees that have been purchased, since the results were used as punishment. I say that customers of this program is not a "stick"! This is not to create fear in the minds of your employees. If this is your goal, you'd better rethink the management of your style.a. Praise first! Go to the report before making your employee a. Make sure you are familiar with at least 3-5 things that are good. Appreciation for these things and continue to remind them of the good work.b. Corrections seconds. Take note of no more than 3 areas that can improve in. The negative comments are not motivated, as well as comments like: "Well, the mystery found what I always knew, you sit behind the desk all the time I went. "Use the word" we "in his interview with the employee, such as" We saw with our relationship that we all need to work better eye contact with our customers. We must ensure that a priority this week. I know I can count on you and everyone to focus on that. "c. Do not use the mystery to the human resources of your work! This is not the mystery of work to provide the information required in order to go to the employee. In fact, probably is not legal! In addition, it is a sign of a weak manager who can not offer constructive criticism! A mystery program takes time to build and run a program that provides feedback that can be used to promote the results of the company. It is not just about shopping, is the entire program and how the information is used.By using this tool, you will see that the supply of what your customers say is important to maintain their activity must not be a Mystery! Anne M. Obarski is "Customer Service Spy!" As a professional speaker and trainer, Anne work with your company to provide clues to keep your customers coming back. Anne has known, break-out sessions and customized training at national level in the field of customer service. Did his two new books: "Surprising Secrets of Mystery Shoppers" and "real-world strategies that the customer service work." For more information, go to: or e-mail to Anne anne@merchandiseconcepts.comFor high resolution photos of Anne, please visit / annephoto.html