Mystery Shopping Blog

Grow your business through employee training, improving company communication and morale and inspect what you expect through mystery shopping reviews.

The GUEST Model: Greet

November 10, 2017

Our favorite workflow acronym at The Brandt Group is GUEST. While this model has existed as a sales flowchart for quite a while now, we’ve tweaked it to amplify customer service over pure sales, which we believe will not only…

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Empowerment through Ownership by Michael Brown

November 3, 2017

There are few things more demoralizing to a frontline employee than taking the brunt of customer frustrations while having no power to address them. No employee wants to shrug his shoulders at a complaint, and no customer will tolerate it.…

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Mastering the Phone Conversation

October 27, 2017

As we’ve discussed in an earlier blog, the art of phone conversation seems to be dying. More and more, people have moved their personal lives into social media and text messaging with humorous memes and zany emoji. But while many…

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Image Is Everything by John Brandt

October 20, 2017

Back in the early 90s, Canon Inc. ran a highly successful ad campaign featuring Andre Agassi with the tagline, “Image Is Everything.” Canon was trying to sell cameras of course, but the adage the company tapped into was playing on the…

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Positivity and Realism in Leadership

October 6, 2017

Continuing our look at Travis Bradberry’s article, “6 Things Great Leaders Do Differently”, let’s examine number four on his list of qualities that strong leaders possess: “They stay positive, but remain realistic”. Bradberry details two extremes to avoid: the overly…

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Kindness in Leadership

September 29, 2017

Travis Bradberry, contributor for, wrote an article last year titled, “6 Things Great Leaders Do Differently”, in which he compiles a list of qualities that strong leaders possess compared to mediocre ones. The first comparison covers kindness versus weakness,…

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The Right Questions

September 22, 2017

Order-Takers vs Salespeople Are you an order-taker or a salesperson? Order-takers do exactly as the label implies: they simply ring up items that the customer asks for with no additional effort to connect with that person. Salespeople, on the other…

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What Makes for a Great Mystery Shopper

August 4, 2017

If you spend some time researching mystery shopping, you could be forgiven for thinking that becoming a good shopper means taking online courses and earning certifications. While those endeavors don’t hurt, they aren’t necessary either. Truth be told, mystery-shopping companies…

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Trust as an Effective Management Tool

July 14, 2017

Being an effective manager is a lot like juggling multiple spinning plates: you have to lead by example, coordinate your subordinates’ schedules effectively, handle customer service emergencies, engage with ownership, or any of another dozen duties you’re likely imagining right…

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What Can We Learn from the Psychology of Menu Design?

July 7, 2017

Jessica Hullinger at Mental Floss posted an article last year covering various psychological tricks restaurant menus employ to ensure ease of use and profitability. Here are two that we’d like to highlight and expound upon that are relevant even beyond menus:…

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