We all know the scene inside a busy store during the holidays or on special occasions. The number of shoppers is multiplied many times over, and employees are running around to fulfill the needs of their customers. You can literally feel the rush, and people can become so exhausted that they become more demanding.
While staff may be under a lot of pressure, it should not be an excuse for you to not secret shop their store. In fact, special occasions and holidays are ideal moments to observe employees because it helps to determine what they are doing right and where they need to make improvements. You can gather more insight into how staff work while under pressure and how they respond to customers even when they are feeling overwhelmed.
Many people who come to an establishment during the holidays or special occasions are first-time customers. And, just as with any ordinary day, these customers are going to be left with an impression in their mind about the establishment and the staff based on how they are treated. If they are not given good service despite the holiday rush, they may not be inclined to come back.
Businesses want to have a clear view of how their employees are representing their company to mass audiences. If there are flaws, gaining insight into them will help them solve them so that they are not repeated in the future and they can fully capitalize on the increased businesses that comes through their doors.