Awhile back I wrote a blog article about the importance of making a good first impression on your prospects (http://bit.ly/sblW7W). But how do you know if your employees are losing possible customers by making a bad first impression? One of the best ways is to “mystery shop” your own business or practice.
You should do this with your employees’ full knowledge. Being open with them about it will:
- Let them know it will happen. They will not know how or exactly when, so they will automatically treat prospects better.
- Let them know that the results will be part of their reward, bonuses, pay raises, etc.
You can hire someone yourself or can check out www.mysteryshop.org and www.shopreports.com to hire from businesses that specialize in mystery shopping (Disclaimer: I have not researched the quality or level of service they offer. You should still do your normal due diligence.)
Making sure your customers are receiving the best service possible is always your responsibility. Testing your staff isn’t dishonest; it’s good business practice.
Thank you for your continued support and let’s make this year our most profitable year ever!