Six Reasons Why Consistency is Key
We’re sure you will have noticed how good you feel after a workout. Even the next day you feel good, sure your muscles ache a little, but you have put them to the test and feel strong; you know what your body is capable of. The day after the day after is a different story though. You ache… a lot! A week later and the ache may be gone, but so is the feeling of accomplishment and your muscles have gone into hibernation again, tensing only to lift your coffee cup or remote control. As with everything in life, consistency is key.
So it is with Mystery Shopping: if you test your customer service muscle regularly, you won’t lose it.
It’s not a pop quiz, it’s a learning curve:
Intermittent Mystery Shopping programs inevitably fail as they send the wrong message to staff. It’s not a pop quiz designed to trip them up, it’s a regular assessment over time. Those who perform well are rewarded with acknowledgement; those who don’t, are shown how they can improve.
Perfect reports are just as important:
Sometimes clients may consider stopping their Mystery Shopping program because staff have done so well in previous cycles, they think there is no point to continuing it.
It’s not just about identifying problem points, it’s also about recognising staff. The Above Benchmark team would love to be flies on the wall when Team Members receive their 100% reports. We think the looks on their faces, and the way they carry themselves after that, justifies a consistent program. Team Members like to be recognised and rewarded for their excellence and the most successful Mystery Shopping programs inspire excitement rather than complacency.
Detailed comments tell the story:
It’s not just about the scoring. Mystery Shopping surveys include compulsory comment sections where the shopper can expand on the answers they selected. It may turn out that the Team Members did do everything right, according to the questions the client chose for their report, but that their manner when offering an upsell was brusque or uncomfortable. Or the restroom sign was not obvious enough, etc. I don’t know about you, but I would want to read about my stores all of the time and not just from the people who post on my business’s Facebook page.
Be the first to know about a potential problem, not social media:
Don’t wait until a potential problem is plastered on your business’s social media pages by unhappy customers. A consistent Mystery Shopping program will identify any issues before they go viral.
Use it for hiring purposes:
If you have a consistent Mystery Shopping program you can build it into your hiring practice so your Team Members know what’s expected of them from the start. People behave differently if they feel they are being assessed and it changes how they act in the long term.
Avoid a pattern:
If a store is shopped month on and month off, the staff will notice a pattern and they will act accordingly. A consistent program, every month, will negate your staff trying to pinpoint when they will be visited. It just becomes an accepted part of working for your company.
So, as we can see from the above points, consistency is key to a successful Mystery Shopping Program. Ultimately you not only want to identify the good and the bad, but you want to see growth. If you have a consistent program you can really use it to your best advantage, through every facet of your business.
Now, I’m off to do an hour of exercise and then boast about it on Facebook.