Delivering Great Service Every Time

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For many of us, it does not make sense the way some of the people that work for us treat our customers. Some of them do not follow the behaviors that we laid out that could have our customers return to use our services later or to increase our profits. We all know we have people that work for us that do not quite fit the mold of what we are looking for. How can we know for sure that we can ensure those people are taking great care of our customers? Well if you do not know by now, secret shopping services are available. With secret shopping, someone can pretend as if they are interested in a service or product your facility has and then your associate attempts to assist them. This all sounds great most of the time, but not everyone is receptive to the secret shopping method.

There was an example of a facility that usually does a great job taking care of their customers and their lack of vacancies further solidifies that observation. While secret shopping one of their managers, the manager was getting agitated. Sometimes the managers of these storage facilities know that someone is secret shopping them. Sometimes they play along and try to do the best they can do, other times the manager gives them the information they want without trying to build rapport.

In this example, the manager decided to give a half-effort. This manager gave out the price too early and then tried to go back and sell the facility without much luck. After secret shopping the manager, the shopper revealed themselves as a shopper and the manager started getting angry. He went on to inform the shopper that he knew they were secret shopping him and that is why he gave the presentation that he did. He was angry that he missed a real customer on the other line and has to now talk to this person. He could not understand that secret shopping is in place to help him get better at what he does so he can take better care of the customers. He did not agree with that at all and felt that secret shopping was harassing him and trying to judge him. The shopper proceeded to try to help him better serve the customer but to no avail. The call was eventually ended stating that the secret shopping expert could not help the manager if they were not willing to be helped.

When this example was made public for everyone to know, it was shocking that someone would allow this type of behavior to come from one of their managers. It is known that companies pay good money for the secret shopping service to shop their managers. As a business owner, what are you doing to ensure that your managers are receptive to learning how they can better help the customers? With secret shopping, it is the best method to allow business owners to hear and see how their managers are taking care of their clients. So after hearing this example, how does that make you feel? Do you have someone on your staff that is not receptive to learning how they can better help your potential clients? Do you think you can benefit from secret shopping to get a true gauge on how your business is really doing when you are not at the facility?

South Dakota Storage Units

StorageMart Mandela Parkway. Oakland, CA 94607

Car Storage

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