Wondering what the experience is liking a customer who is visiting your business is difficult as being a business owner means your staff will be well-behaved when you are around. But what about when you aren’t?
One of the ways to find out how the average customer experiences the services your business provides is through hiring a mystery shopper.
Mystery shoppers are normal people who will visit your business to use your services and/or purchase a product. Upon their visit they will be making observations about the friendliness of your staff and the experience they offer the average customer, the cleanliness of your facilities and how easy it was to get their request attended to, they will proceed to make a report of their findings. It is essentially one of the best ways to view your business through the eyes of the customer.
Below we’ve listed a few of the things mystery shoppers can tell you about your business:
Employee customer service skills
One of the first things mystery shoppers will help you evaluate is the customer service that is provided by your employees and the skills they have. They will make note of how your employees greet them and if the staff are attentive and friendly. The reason your employees customer service skills are of high importance is because they are a face to face representation of your brand.
Efficiency of processes
There may be a business that as recently acquired a new point of sale that is believed to be the appropriate tool for the job. Yet an employee uses it to ring up a purchase a client has made and the machine doesn’t work which could lead to be a time consuming process to sort out; your customer may be getting impatient. A mystery shopper will relay what the experience for the customer is like letting you know whether any systems need to be updated.
What you don’t know
Another benefit of hiring a mystery shopper is the fact they will tell you what most customers will not. There is a high percentage of customers that will not say if they are unhappy with a product or service; they’ll take the easy way out and seek elsewhere. Although, they don’t tell you if they are unhappy with something in particular, the percentage is equally as high that they’ll tell other people, friends and family, essentially leaving a negative review.
Mystery shoppers can walk into any store for the first time and notice things that may have been overlooked or ignored by you or employees. They will provide you with a detailed description of their first visit, their impression and right any flaws in the store.
Keep in mind that these are only a few things that mystery shoppers can tell you about your business in order to keep you updated about the service you are providing.
Please visit our website for further information about mystery shopping and our services.