No one likes to tell someone else they’ve done a poor job or received a bad mystery shop. It’s one of those things most managers never get used to having to do.
Which is why mystery shopping is an excellent, non-biased way to be able to start a discussion with a less than stellar employee. (It’s also a great way to acknowledge those excellent employees too!)
Starting the discussion after a mystery shop has been performed provides you with written observations from a third party. The third party being a potential or actual customer.
The report isn’t your opinion or observations of their co-workers. It is of a real interaction. A great basis for a real discussion on what went right and what did not.
Three Tips to Use When Coaching an Employee
In the video below, three tips are shared (plus a bonus!) on how to start the discussion, listen and coach and counsel an employee who performed poorly during a mystery shop.
A quick recap of what to do when coaching an employee:
- Don’t wait for the right Schedule time immediately after the report is received. This is true for good and poor mystery shops.
- Most employees want to do well. Acknowledge that everyone has a bad day. Explain why top performance and excellent customer service matters every single day/
- Allow the employee to explain. Know they will be defensive & full of excuses for their behavior, but do truly listen. Then emphasize how important good service is for customer retention.
Ask the employee how they can fix the problem – and offer your support to help in any way.
BONUS TIP: Schedule another mystery shop to follow up and review with the employee in 4 to 6 weeks.
Whether good or bad, share the results of the mystery shops with your employees. It shows that they are valuable to your organization, customer service is a priority and that you want to use them to help your staff develop and grow.
How have you approached your employees about mystery shops? Please share below.
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Ready to ‘see’ your employee’s experience through their eyes? Contact us today to schedule a free employee feedback consultation