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Unconventional Mystery Shopping

Most mystery shopping can be broken into two categories: on-site and over-the-phone. In both cases, mystery shoppers interact with your employees to assess customer service, salesmanship, and other aspects of the experience, such as cleanliness, merchandising, wait times, the complexity of the automated phone-tree, and more. These are tried and…
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The P&L Report of Mystery Shopping

The Brandt Group offers many detailed reports with which our clients can interpret the mystery shopping data we generate. They can identify big-picture trends or focus on the minutiae, covering your entire company, a regional division, an individual store, a specific department, or even one employee. Each report has its…
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Where Quantity and Quality Meet

Common questions we’re asked by our new clients is, “How often should I mystery shop?” and “How many feedback surveys do I need?” To gain an understanding of our philosophy, let’s take a dive into the notions of quantity versus quality. Both Are Valuable You’ve undoubtedly heard adages about them,…
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Complete the Picture with Feedback Surveys

We’re fond of saying that customer loyalty isn’t something you earn once—it’s something you must earn over and over again at every opportunity. You earn it with each interaction, whether it’s when a customer visits your retail store, calls your customer service, or receives a follow-up call from your salesperson.…
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How to Show Employee Appreciation Through Engagement

Today is Employee Appreciation Day! This is the one day to say thank you to your employees, to show them you value the hard work they invest each and every day, and that you care about their well being. Right? Of course not. Just like Valentine’s Day isn’t the one…
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Commandment No. 10 – Thou Shalt Practice the CANEI Principle

We have finally arrived at the tenth entry on Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, titled “Thou Shalt Practice the CANEI Principle”. What does CANEI mean? As Hyken explains, “CANEI is Dr. Edward Deming’s concept that stands for Constant and Never Ending Improvement. It is…
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Commandment No. 8 – Thou Shalt Take Responsibility

Next up on our review of Ten Commandments of Superior Customer Service by Shep Hyken at Forbes, is “Thou Shalt Take Responsibility”. As Hyken explains, “In customer service, taking responsibility means you own it.” As he further adds, “It may not be your fault, but now it’s your problem (to…
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Commandment No. 7 – Do What Is Necessary, Not What Is Comfortable

Commandment No. 7 from Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, is “Do What Is Necessary, Not What Is Comfortable”. Succinctly, Hyken puts it, “If you are focused on your customer, you will do what’s right and necessary, not what’s easy.” So how does one know…
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Commandment No. 4 – Thou Shalt Say Thank You and Please – A LOT

Let’s take a look at the next commandment described in Shep Hyken’s Forbes article, The Ten Commandments of Superior Customer Service, “Thou Shalt Say Thank You and Please – A LOT”. As Hyken explains, this commandment harkens back to the good manners “our parents should have taught us.” He further…
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