BARE shares an article by Trinity Owen for DollarSprout on mystery shopping.
Tag Archive for: mystery visits
If you’ve ever worked in the service industry at any level, chances are that the thought of a mystery guest or a mystery shopper fills you with dread or anxiety. You never know who it might be, so you always have to put your best foot forward. Moreover, the whole staff has to remain on high alert so as not to make an accidental mistake.
Wow, isn’t that a radical thought coming from an employee of a market research company that is fully dedicated to help raise customer satisfaction? Or maybe not.
Thinking of it, this should be the basic idea of how a company works. Just like Richard Branson, the founder of Virgin Group said in an interview with Inc.: „Virgin does not put the customer first. In fact, Virgin employees are the company’s top priority.”
That sounds nice, but what does this have to do with customer service?
To put it simply, a lot. “It should go without saying, if the person who works at your company is 100 percent proud of the brand and you give them the tools to do a good job and they are treated well, they’re going to be happy,” and also “if the person who works at your company is not appreciated, they are not going to do things with a smile,” Branson says to Inc.. If I continue this way of thinking then I would add that if an employee is not treated well, then the company can end up losing valuable people who could have contributed to its growth.
Have you ever asked what will happen if a Mystery Evaluator gives a bad feedback? Will the owner of the company think employees first in this case too?
Good question. We don’t have an exact answer for this, but we heard some very promising things from our clients. Usually what we see is an ‘employees first’-attitude. Our clients are trying to help with trainings to those who are not performing very well. And on the other hand if somebody is made redundant it is not because of the mystery visits’ results.
In some cases the whole purpose of the mystery visit is to determine what topics to put in a training program, so the employees will get all the support from the company to do their job as best as they can.
As a result our Mystery Evaluators are helping a lot not just for the brands to provide a better customer service experience, but for the employees as well to find more satisfaction in their work.
What does your company do for you to feel valued?
Author: Anita @AnitaKocsis910
Anita is an employee of Bare International. Besides her work
at the Social Media and Recruitment team, she loves doing yoga,
travelling and reading. Her love for the automotive industry came
from the passion for innovations and technology. She has a master’s
degree in International Economics and Business.
Interested in becoming an Evaluator with BARE International?
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Want to be a guest blogger for BARE’s Mystery Evaluator’s Community?
Apply to: akocsis@bareinternational.com