There is a new bar in town. No, not that kind of bar.
The new bar is the standard level of customer service. It’s way higher than before. You must be creating newer and better experiences for your customer.
According to Forrester, 72% of businesses say improving their customer service is a priority. Competition forces everyone to go above and beyond the norm. That’s a good thing for the consumer. And, when done correctly, for your business too!
Bigger is not always better. Big box stores offer a wider selection and, perhaps, lower prices. But smaller stores can make the experience personal – making price less relevant to the customer.
This theory applies not only to retail but to service industries and educational and financial institutions. The more personal your relationship with your customer, the better the likelihood they will remain loyal. They will visit again and refer you to others.
So, if you are a small business owner and are working one on one with your customers, why would you need to mystery shop?
3 Reasons Mystery Shopping Works
- You can’t be at the front end of your business every day. A mystery shopping experience can let you know if your staff is maintaining your same standards when interacting with your customers.
- Big or small, you must present a consistent brand and personality at all portals of entry. A mystery shopper will be able to tell you if they feel they receive the same level of service (and recognize you immediately) whenever they connect with your firm. This means looking at your website, your phone answering procedures, and in-person interactions.
- Recognizing employees who care. A mystery shopper will be able to tell you how an employee made them feel and why they would or would not return because of this interaction. Don’t let your high achievers go to the competition. Identify them from the customer perspective – and then reward them! Trust that your competition is looking at them – and waiting for a chance to take them away!
It’s far less expensive to keep a customer and an employee than it is to replace either one of them.
For this reason alone, investing in one mystery shop, or a full-fledged program will pay for itself in no time at all!
Mystery shopping – it works for your business too!
What benefits have you gained from mystery shopping? Share so others can know and understand too!
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