Benefits of a Secret Shopping Program

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I work in a retail environment five times a week. I am in charge of 15 associates within my department and 80 for my store. We have trained and made sure all people knew their job expectations. I have encountered frustration at times when it came to holding people accountable for doing their job. We have a structured presentation on how we should talk to customers and various offers to present to them. It was hard for me to validate that employees were interacting with and offering product to the customers the way that we wanted them to. 

It is great that in self storage, as well as numerous other industries, there is secret shopping. Shoppers call different facilities ensure that the customer is being helped fully and to the facility manager’s expectations. Secret shopping is a great program because managers have the opportunity to hold their people accountable to great customer service.

For example, if a manager has a store that for some reason has the low occupancy but the facility manager says that are doing all they can to ensure great service. The franchise manager can have secret shopping company call in, pretending to be a potential renter, and ensure the level of service is being presented by recording the call. After the shop is done, secret shopping sends the recorded conversation to the franchise manager. From there, they can decide if that store manager is meeting expectations or not. How great is that?! With secret shopping, managers can ensure all customers are getting the best service available or conduct training to do so. 

Call PhoneSmart for more details about this exciting program that can help certify that the managers at your storage facilities are doing a great job taking care of customers on the phone.

Written by: Joel Little

Thanks for reading our mystery shopping blog and inside view of the self storage and quality assurance industries.

PhoneSmart is your offsite sales force and call center in Columbia, Missouri.

Rent self storage at 2310 Paris Rd, Columbia, MO 65202

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.