When you enter a grocery store and the staff greet you or offer assistance, you feel important as a customer. To the contrary, when you enter a grocery store where employees don’t even smile or exhibit laziness, you feel unwelcome.
The value of what employees do is relevant to how customers feel. If employees give more value to the kind of service they provide, then customers will feel more important and wanted. This will encourage the customer to come back and shop more often, which will end up being beneficial to both the employees and the company.
However, not all employees understand the consequences of the kind of service they showcase to their customers. Because of that, they are complacent in providing lack-luster service to each customer that walks through the door.
So, how can an employee learn the value of what they do?
Companies can provide employees with specific trainings that focus on proper customer service. But, to better illustrate to employees how what they do can affect customers’ responses, companies can work with secret shoppers, who can approach the experience from the perspective of the customer and inform the company and employees of what they can’t see on their own.
Mystery shoppers act as regular customers when they shop in an assigned store. By not giving the employees any indication that they are being observed, a mystery shopper can gauge the reality of what the company’s service is like and therefore give them valuable insight into how their employees perform at their jobs and what should be improved.
Given the importance of this type of task, it is crucial for each secret shopper to work discreetly. If employees know that someone is watching over them, they will all of a sudden be on their best behavior, which may not necessarily be the way they perform on a regular basis.
In addition, mystery shoppers must also be keen in identifying small, but vital details like whether or not an employee greets a customer when they enter the store, if they smile when someone asks them for assistance, and if they display any signs of laziness at work.