Got Their Back!
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When it comes to building an efficient mystery shopping program, finding the right mystery shopping provider is only half the battle. Often overlooked is the role the company using the shops play in the secret shopping process.
completes secret shops each month for over 30 clients. We do our best to provide quality phone shops and accurate evaluations of each call. However, after we mail or email them out the ball is in the client’s court.
It’s important to recognize that as a user of secret shops, you have to create a program that encourages your employees while also building some accountability with the program and the company. An effective secret shopping program may award employees for desired outcomes, but shouldn’t isolate employees whose performance may be less than desirable.
So what do you do when an employee isn’t meeting expectations? Sit with them and write out a plan. Start with the basic or most important areas that need improving. Discuss with them what can be done to see improvement. (Many times an employee may recognize a problem but not know how to fix it.) The key is to monitor their progress and award them when improvement is made.
Make it a point to spend a little time each month talking with your employees and finding out their strengths and weaknesses. Make the time you spend with them positive; let them know you’re behind them and care about their successes.
Written by: Sarah Little, Total Quality Assurance Executive and writer.
Thanks for reading PhoneSmart’s secret shopping blog, the inside scoop into the worlds of , secret shopping and mystery shopping.
Your local unit provider in 9220 W. 135th St. Overland Park, KS. 66221
Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.
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