It is a given fact that customers are critical to the success of a business. Without a stable market, any business can falter and lose its chances of regaining itself. On the other hand, a steady and increasing market base allows a business to thrive and generate revenue. This is often one reason many companies will hire you as a secret shopper – to help determine their strong customer service points, and to point out the areas that are lacking.
Since customers are the bread and butter of any business, it is important for a company to establish good relationships with its customers at every level. Front line employees must be trained well in terms of excellent customer service because they will either establish or break a customer’s relationship with the business. Bad customer service will result in an unsatisfied customer, and they will likely take their business elsewhere. But, excellent customer service will lead to happy and satisfied customers that keep coming back.
As a mystery shopper, you need to evaluate employees specifically on how they deal with the customers from the start of the transaction to the end. You become the eyes and ears of the company, posing as just a regular customer who needs to buy something from an establishment, so you can identify whether the employees assisting you are doing a good job or if there are things that need to be improved upon.
Because you are reporting on significant details that can result in everything from raises to firings, it’s important for mystery shoppers to be discreet on their visits and provide accurate information to the company. Mystery shoppers must not reveal to any employees that they are secret shoppers because, if they do, the employees will automatically default to their best behavior, which may not necessarily be their normal behavior, making a proper evaluation difficult to complete.
Once a mystery shopper submits a report to the hiring company, the company can then evaluate the necessary actions they need to undertake in order to improve their employees’ service to their customers. If their employees are better and more enjoyable, more customers will be able to form a positive relationship with the business.