One of the best benefits of a mystery shopping program is when it’s not a mystery at all! Its value is realized when mystery shopping is used to create trust in your workplace.
We advise all of our clients to be upfront with their staff when they consider working with Market Viewpoint.
Written into our proposals is:
The first step in the mystery shopping process is employee notification. Our experience has demonstrated that a few employees may resist or raise objections to using an outsider to conduct evaluations of employees, facilities, and relationships with the public. However, once informed of the benefits, they often become our most ardent supporters.
When staff members realize that the process is intended to make them more competitive by giving them information that will help them be more successful, they gradually come around. Employees deserve to know, in advance, that their work will be evaluated. Employers who do not advise their staff risk alienating some of their best people by making them feel tricked or deceived.
Often these feelings can take a long time to heal; sometimes they never do. We recommend that you inform all employees that this process is taking place.
Lead with Integrity
If you want your employees to treat your customers with integrity and honesty, you, as their business leader, must set the tone with truth and transparency with each of them.
What should be communicated to your employees are the expectations and standards by which they need to work. And then your methods of monitoring and measuring whether or not they are doing so.
As has been said, “What is measured, can be managed.”
Customer experience, however, is not measured in sales volume, the rate of stocking shelves or how quickly a meal course is served.
Customer experience is evaluated through mystery shopping, customer surveys, focus groups, and feedback cards.
Create Trust in Your Workplace
Explain to your employees when you do some or all of these activities it is not to ‘shop them’ or to ‘spy’ on staff. Make it clear to them that mystery shopping and survey programs are developed to keep a pulse on your customer’s experience.
And to make sure that your training and standards have been designed to make every customer’s experience the best one it can be.
Take the focus off of your employee…be concerned about your customer’s experience and why they would want to continue doing business with you.
There is a lot of trust to be gained when you are honest about your intentions.
Tell us how you create trust in your workplace in the comment area below.