Mystery Shopper - visits at odd times of the day

You can afford them the luxury of seeing their business at its best, its busiest, possibly also it worst! You can choose to do/have your time-slots, visits at odd times of the day or night, (unexpected) when the new person is working or when there is a large rush. You enable their business and them to see the customer needs and experiences through YOUR/THEIR (that is the customer!) eyes.

Here are some observations, truths, questions, insights and MORE, that a mystery shopper might contribute:

· Appearances – looks and surroundings, neatness, tidiness, first impressions, inviting, could be better, unfriendly, warm, cold and distant.

· Average customer wait times OR Did they wait long? How long and why?

· Awards and Recognition initiatives: Does this employee deserve a raise or promotion?

· Employee evaluations: follow all of my rules, my policies and did he do his job to the best of his abilities?

· Improvement opportunity, process focus: What can my company do better to impress that customer?

· Managing customer expectations, loyalty and repeat business - Would I want to be a customer in that store? What keeps them coming back?

· Reasons for operational/operations success, sustainability, reputation, strengths, competitive edge: Is this store the store that does the best because of its location or because it has great customer service?

· Sales data: Did the purchase work, did the customer buy there, or go elsewhere to get it?

· Tapping into the customer experience effectively by asking the right type of question FROM THEIR POINT OF VIEW - What are my customer’s thinking, feeling, seeing and experiencing when they enter?

· The nature of the customer experience: Did the customer experience good service or were the employees rude to them?

· Training and customer needs, recognition: Do I need to use a customer satisfaction program to enhance the way that my employees treat my customers?

… and many MORE!

These form the basis and foundation of what Mystery Shopper is and stands for. You need to practice, take the time to get better, more expertise, diversity, specialize and share, get comfortable with your role, what you see and do.

Your insights as a customer service, process experts observer, intelligence seeker, data-recorder, inquirer, evaluator etc. allows the business to make get insights, ask questions, have data and opt for different types of decisions – qualitatively and quantitatively to better operate, manage, grow and streamline their business, improving their customer service delivery, products and professional services, BOTH in general terms and specifically in certain areas, for certain aspects of their business, operation, staff, processes and MORE!

Once you have familiarized yourself with what Mystery Shopper is and how it works, you can find new creative ways to put your own strengths and expertise to work, in new and challenging contexts, for different types of businesses. This is how you can effectively build YOUR business. Ask what you have to give, what business’ need and how you are going to, plan to provide it for them.