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A Valentine for Your Staff

Happy Valentine’s Day! Like we discussed last week, tools like mystery shopping and feedback surveys present opportunities for you to share some love with your customers. But as you’ll see this week, there’re also opportunities to show employees love, too. As we know, brand identity is tightly entwined with the…
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A Valentine for Your Customers

As a tool, mystery shopping helps target specific areas of concern, such as cleanliness, merchandising, and overall staff efficiency. These are some of the most important components of brand identity, after all, and are essential for helping a business stand out among its industry peers. Otherwise, your business is doomed…
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The Mutual Benefit of Mystery Shopping

As you consider implementing mystery shopping to develop your business’s customer service and experience, you may wonder how your employees will feel about it. You may worry that some will feel like they’re being spied on, that you don’t trust them, that what they do is never good enough. Some…
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Should You Script Your Employees?

As you endeavor to improve the customer experience at your business, you’ll want to do everything you can to ensure that your employees are always delivering their best, most consistent performances possible. In fact, many businesses will develop something like a flowchart for employees to memorize to maintain that consistency.…
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The Secret to Working with Millennials

We’ve all seen those articles about the things millennials are killing. Industries like cable TV are falling to digital streaming, and social conventions like face-to-face conversations are giving way to text messaging and social media. Let’s not forget all those accusations of how pampered and selfish most are, too. Blaming…
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The Value of Competitive Mystery Shopping

One of the services that The Brandt Group offers is something called competitive mystery shopping. Often when our prospective clients reach out to us for the first time, they’re delighted by this idea. To the business owners and managers who find themselves unaware of what this means, this blog is…
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The Phone Is Still King

Nicola Brookes, writing for Vonage, included a series of fascinating infographics in her article, “The Multibillion Dollar Cost of Poor Customer Service”. Among these graphics, we can see that the company uncovered that businesses lose some $41 billion dollars each year due to poor customer service—in part due to the…
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Why Employees Should Want to Be Mystery Shopped

We’re almost there! Christmas is less than a week away, and we suspect many employees like yourself can’t wait to push through the festivities and make it to the other side of New Year’s, right? —Soon. Just keep focused and it’ll all be over before you know it! In the…
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The Attitude of Indifference

There’s no getting around the fact that December is a tough time for employees. On the one hand, increased sales are a critical boon for business, but on the other, there’s seemingly no end to the stress and frenetic pace of the holiday season. But the people working in the…
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