Secret Shops Come In Different Styles

As a business owner, we sometimes do not know what we are doing. Let us be honest, we should be grateful that there is help out there for those who need it. As business owners, most of us try to figure things out on our own and that results in a bigger loss that we maybe have imagined. For example, how do we coach and train our associates when we are not there as often and we have a ton of other responsibilities? We try to rely on our managers or supervisors, but then who is seeing and hearing what they do. Well that is why secret shopping came into being and is a gift from heaven. Think about it. It is the only real way we can get in the moment coachings, trainings, and feedback. How awesome is that?

Secret shopping is impartial and accurate. Some of us are great with detail and some are not. Unfortunately, we all know that sometimes there is some favoritism in our workplace and this service helps to eliminate that. Secret shopping has many different faces. Some companies use the service in terms of an agent walking into a business establishment and interacting with an associate in your stores. They go through the motions and act as if they are interested in the product that you sell. Then they get out of the sale in some way, document the interaction and give great feedback that can help the associate and the business. Another method of shop used is over the phone. This is where they call your business and they are looking for that great phone presence, presentation and performance. They fill out a form that the business has approved that flows through the call and should result in a sale. These forms are then sent to the business owner and then their associate is once again evaluated, and then sent to the business owner. One of the last topics of secret shopping that will be discussed here is feedback shops. In the previous mentions, the associate is never aware (unless they have a keen sense) that they are being shopped. This new version of the service actually allows the shopper to give instant feedback after the call.

Feedback shops are, in most opinions, the best method of secret shopping. In most other methods, the manager gets the print out of what the employee needs to work on or a CD of the call. Sometimes the associate has to wait weeks after they are evaluated by the agents. In that time, those associates have already helped maybe, on a great month, over 100 potential clients or customers. Then they receive that feedback that they have been waiting for. With feedback shops, the associates receive real time feedback that they can then turn around and use on the next call they receive or the customer they interact with in person.

Secret shopping, in any industry, can greatly help your business. With the amount of new talent that we hire as business owners, we cannot stress enough the importance of making sure they are properly trained and their performance managed. This service is a gift for us trying to manage our staff effectively in terms of service. The detail and the feedback that is provided to us is great and we can use that to better our business. We honestly could do a great job on our own and try to manage our staff through out own methods, but why not relieve some of the stress we put on ourselves and have someone else do some of the work for us?

Source : Mystery Shopping

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