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At The Brandt Group, we hire typical shoppers to secretly shop your Ellensburg, WA business unbeknownst to your employees. Each Mystery Shop provides you an extremely detailed report based on your individual set of customized criteria.
The Brandt Group specializes in business profit enhancement through mystery shopping and mystery dining, training, and operational development. We are a nationally recognized sales and customer experience consultancy firm focused on increasing sales and improving customer loyalty.
Our professional and knowledgeable staff will create and guide you through a mystery-shopping program to fit your needs. We know no business is the same, and that calls for unique feedback provided by your very own, Ellensburg-based customers. We will help you improve your employees’ sales skills as well as complete a customer service evaluation to match what you and your customers expect!
LEARN ABOUT HOW WE CAN HELP
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HOW TO USE MYSTERY SHOPPING RESULTS
SEE YOUR BUSINESS THROUGH THE CUSTOMER’S EYES
Mystery Shopping and mystery dinning, allows you to take the pulse of the real “BOSS”, your customer. To stay competitive in today’s business environment it is essential to measure the sales and perform a customer service evaluation for your business. If you don’t measure it, you can’t improve it.
Our Service Quality Audits ask specific questions that are unique to your business. Each set of shop questions are scored based on your expectations of your staff. The Brandt Group works closely with you to design a customized mystery shop that “mirrors” the daily activity you expect from your staff. By defining and measuring these “Moments of Truth”, you are able to identify what is going well and what you need to improve on in every step of the customers’ experience.
This flexibility affords you a totally “Custom Report” making our Service Quality Audits very unique to the industry.
The goal is to provide you a Service Quality Audit that defines the key attributes of the total sales and customer service experience you want to offer all your customers. The ultimate outcome is a prescription for success in the marketing and delivering of your sales and customer service product.
MYSTERY SHOPPING WORKS FOR YOU
Mystery Shopping is the real “P & L” of your sales and will aid you in your customer service evaluation. Our Clients use Mystery Shopping and Mystery Dining to coach and train their employees to help them take their sales and customer service skills to the next level.
Mystery Shopping doesn’t cost you money – it makes you money.
HOW MYSTERY SHOPPING EVALUATES YOUR BUSINESS
HOW TO IMPROVE YOUR CUSTOMER EXPERIENCE
Looking for ways to identify pain points in your customer service and sales process? Our experienced mystery shopping and mystery dining professionals are ready to evaluate your business and provide you actionable insight to help you grow your business. See your business through the eyes of your customers with our Mystery Shopping Solutions. Click below to begin the conversation with our customer experience experts.
THE GUIDE TO CUSTOMER EXPERIENCE
Nothing is more important than your business reputation, especially in Ellensburg, and the experience is what customers will remember most. This guide breaks down our philosophy into five key areas of the customer experience and provides insight on how your staff can improve interactions with customers. Improving your customer experience is the fastest way to develop brand loyalty and will positively impact your bottom line.
In this guide you will learn how to engage customers, better understand their needs, communicate effectively, ask for the sale and build loyalty.
COMPETITIVE MYSTERY SHOPPING
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Differentiate yourself! Knowing your competition is a vital part of running your business. The Brandt Group provides you with the information you need to understand the key differentiators that separate your business from the rest.
GET A LEG UP ON THE COMPETITION
We assign mystery shoppers to your company and your competition. You’ll receive a detailed competitive analysis of the entire customer sales and service experience. This analysis contains objective and subjective information that measures the metrics that are important to your business.
We help you define the parameters of the competitive shop that ultimately lead to an action plan to capitalize on your organizational strengths and minimize or eliminate your weaknesses. Ultimately this enhances the customer’s experience, impacts associate behaviors, improve market share and increase profitability. Our team of customer experience experts are ready to help you take your business to the next level.
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TELEPHONE MYSTERY SHOPPING
Most employees are not properly trained to capture potential business opportunities over the phone. Instead, they simply answer the caller’s questions and fail to ever take control of the conversation.
The Brandt Group Telephone Mystery Shopping Service helps you measure and improve the sales and customer service your staff provides. It is our experience that most employees are not properly trained to capture potential customer inquiries. Generally employees just answer question from the caller and never really take control of the conversation.
DOES YOUR STAFF SAY THE RIGHT THINGS TO GROW YOUR BUSINESS?
We help you coach your team to take control of their conversations, to determine customers’ needs, to discuss potential solutions, and to invite those customers to visit your business to make purchases.
We have a fantastic team of professional mystery phone shoppers who will call your business with scenarios that are specific to your business. Calls are recorded as MP3 files, which are then emailed directly to you and your management team so that you can use them to coach your employees. We also provide one-on-one coaching and training for your sales and customer service team. Even improving your closing rate by a mere 10% over the phone will make a tremendous difference to your bottom line.
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STAFF TRAINING
The Brandt Group has a team of national staff trainers who deliver entertaining and educational seminars that will create measurable results for both your managers and employees, whether they’re located in Ellensburg or anywhere else.
EMPOWER YOUR STAFF TO BE GREAT
We know it is critical to invest in your people, so we offer a variety of seminars that include:
- Delivering Exceptional Customer Service
- Motivating Your Sales Group
- Leading a Team Effectively and Efficiently
- Conflict Management
- Telephone Sales Skills
- Working with Different Personalities
- Goal Setting
- Time Management
- Life-Work Balance
- Effective Communication Skills
- Stress Management
- Dale Carnegie & Assertiveness Training
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CUSTOMER SATISFACTION SURVEYS
Discover the key factors that drive customer loyalty for your business. Customer surveys from The Brandt Group are designed to identify the heart of what drives their loyalty and presents that information in simple, real-time reporting for your front-line managers.
Our solution utilizes IVR (Integrated Voice Response) and web-surveying to provide:
- A clear picture of performance from your customers’ perspective.
- The ability to easily compare performance across multiple locations.
- A large sample size to provide accurate and reliable research.
- The ability to follow up and resolve issues with dissatisfied customers.
EVER WANT TO PICK THE BRAIN OF YOUR CUSTOMERS?
SURVEY SUMMARY – UNCOVER PROBLEMS
How is my business doing as an overall score on my survey? Are there any red flags within my survey results? What areas do I need to improve?
CUSTOMER COMMENTS – FOLLOW UP FAST
Provides specific customer contact information. Read what customers are saying about the service. Delivered instantly to your email so you can respond and/or recover. Quick and easy follow-up web based integrated solution.
SURVEY RESULTS – IDENTIFY TRENDS
How often does your store succeed or fail on each question? What are the trends for each question over the last three months? How is your store performing over time?
SCORE COMPARISON – COMPARE YOUR LOCATIONS
What is the survey Score for each group of locations? How does each location compare to each other? What locations are a concern?