Mystery Shopping

Commandment No. 2 – Thou Shalt Go the Extra Mile

November 16, 2018

Continuing with Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, Hyken next spotlights Dr. Willie Jolley’s second commandment, “Thou Shalt Go the Extra Mile”. Hyken first posits “going the ‘extra mile’” often doesn’t require that much additional effort.…

Commandment No. 1 – Thou Shalt Serve with a Smile

November 9, 2018

Shep Hyken, contributing for Forbes, has a great article titled The Ten Commandments of Superior Customer Service. Hyken cites Dr. Willie Jolley as the developer of these commandments, which he summarizes in this piece. Let’s do a deeper dive on the…

A Passion for Customer Service

October 18, 2018 has an article titled 25 Successful People’s Thoughts on the Power of Passion that’s worth a look. The author takes quotes about passion (from people like Albert Einstein, Harriet Tubman, Bob Dylan, Benjamin Franklin, and many more) and groups them under…

Delegate, Delegate, Delegate

October 5, 2018

In keeping with the theme of time management from last week’s blog about multitasking, let’s take a look at the importance of delegation—specifically at the idea of freeing yourself up to do the tasks you’re uniquely qualified to do. As…

Everybody’s A Critic

September 14, 2018

A scant few years ago, the only reviews a local business would get were from friends who had been there, or perhaps a newspaper if you were lucky. Nowadays, however, all your customers are critics, and they have tools like…

3 Ways to Become a Great Mystery Shopper

August 4, 2017

If you researching mystery shopping online, 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 like The…

4 Ways to Improve Your Sales Through Mystery Shopping

June 16, 2017

Mystery shopping can measure many different facets of any business, especially any that is customer-facing. Whether your company is in the business of sales or services, mystery shopping can benefit it in four key ways:   Gauge your Sales and Service…

Why Mystery Shopping Is Here to Stay

April 28, 2017

It should surprise no one that the marketplace is changing rapidly as sales and services move to the Internet.  And with the long, slow decline and consolidation of brick and mortar, one couldn’t be blamed for wondering about how a…

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What If My Employee Spots a Shopper?

April 7, 2017

When I worked in the wireless industry, our parent company used to send mystery shoppers into our stores to measure how well we followed their prescribed customer experience (a literal flowchart we had posted in our backroom), as well as…

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Scams to Watch Out For

March 31, 2017

Regrettably, thieves will attempt to turn every type of legitimate business into a scam, and mystery shopping is not immune. The Federal Trade Commission has a great write-up on what red flags to look out for. Historically, the most common mystery shopping…

Keeping an Eye on Your Competition with Competitive Mystery Shopping

March 24, 2017

As we’ve discussed in earlier posts, self-scouting is hugely important to identifying your business’s strengths and weaknesses.  Without a doubt, that’s the baseline, foundational exercise every business owner should engage in regularly.  But there’s another critical dimension you can investigate,…

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The Biggest Reason Secret Shoppers Can Benefit You

March 10, 2017

As Coach Vince Lombardi said, “Winning is not a sometime thing; it’s an all the time thing.  You don’t win once in a while; you don’t do things right once in a while; you do them right all of the…

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3 Ways to Use Telephone Mystery Shops for Your Business

January 27, 2017

Most would say that phone conversation is a dying art — text messages and social media have reduced it to a fraction of what it once was.  But having a staff that can still sell and drive business to your…

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5 Benefits of Working with a Mystery Shopping Company

January 13, 2017

Let’s face it, it’s impossible to judge just how effective your business performance is doing without an independent set of eyes.  Most employees and managers are just too caught up in the day-to-day minutiae of doing their jobs to see…

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