A friend recently shared this story:
Jack was a gentleman as he introduced himself. Standing all of 5’5” and 70 years old, he was in better shape than most 40-year-olds. His obvious strength and muscles left no doubt of his ability to do the job. He was here to pull up old flooring and install hardwood in the kitchen and living room.
Jack was a sub-contractor from the flooring company my friend and her husband had hired. Having worked with this firm on previous projects, they trusted that whoever was sent to get the job done would get it done right.
Jack was no exception. He worked the boards as an expert and the installation was flawless.
His love of conversation and need to express his political, religious and world view opinions, however, was not.
As he worked, Jack ranted on and on about the current political situation, leaving no doubt about who he would be voting against. Jack shared his views on gun control. And he also felt it necessary to let the homeowners know why the US should have never entered any war since WWII (among other topics!).
His presence in their home was distressing and exhausting.
This particular friend was able to make a distinction between the values of the company she worked with and the personality of the sub-contractor. The company owner admitted that not all of his customers were quite as understanding.
Jack was by far his best hardwood floor installer but had definitely cost him some future business possibilities.
Is This Your Story Too?
Do you really know how your staff interacts with customers?
There are many tools available to develop metrics to measure the performance of your sales representatives and customer service team.
Time to first response, interactions per resolution, customer satisfaction, average interaction time and sales figures, to name a few.
Metrics are good for trending, tracking and measuring. Numbers are valuable tools.
But numbers don’t tell the story!
And every good company has a story to tell.
Mystery shopping reports provide you with the story behind the metrics.
A well-developed mystery shopping program allows you the ‘fly on the wall’ perception of your business that numbers cannot provide – and helps you understand not only how your staff interacts with your client, but also how your customer responds to different types of service.
By establishing an ongoing mystery shopping program, you can see when your staff does or does not:
- Keep the focus on your customer.
- Allow a customer’s conversation to pull them into debate or controversial conversation.
- Provide a place of business that offers not only a product or service the customer needs, but an environment of trust and comfort to which they would want to return.
When a mystery shopper writes their observation of an interaction, the numbers that the metrics reveal become relevant and fixable in a way that will match the needs of your customer.
Which in turn, will make a difference in your bottom line – the number that matters the most!
Click here to learn more about how mystery shopping can reveal the story behind your metrics.