Secret Shopping Your Employee
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Secret shopping evaluations are an important part of any business. Many companies may not have a secret shopping program in place for their employees within their training or ongoing training regime. It should be a top priority for any business to utilize some sort of program such as this. There will usually bean employee who has some sort of contact with a customer in one form or another. Our company offers secret shopping services that we are very confident and proud of that is a valuable tool in the self storage arena. Why is that? It is due to our perseverance to be the best in the industry when it comes to storage. How do we keep up with the storage times and how do we know our secret shopping services will make a difference? Because our own self storage representatives live by the same rules of thumb to make sure that for one, we can serve our storage seekers to the best of our ability. And number two, because we can confidently pass these guidelines on to our clients, as we have such high standards ourselves. Not only do we use our secret shopping evaluations to score our self storage clients, but we also use it for our very own sales representatives. You cannot train someone else to be a top notch performer if you yourself are not following the same guidelines and rules. Since we take thousands of calls each week, we have been able to find what is important to storage seekers as well as what should be important for callers to know. We know what should be discussed with each caller to make sure that no stone is unturned.
Our sales representatives receive evaluations twice each week for quality assurance purposes to continue our own going training program. The evaluations are a great device to use in order to share random call results with our employees. Whenever our sales representative receive an 85 percent or higher score, they receive a certificate. Recently our January call center secret shopping evaluations came out and each one of our sales reps earned a certificate, proving that we do practice what we preach. Way to go offsite sales force reps. These certificates are no easy win. It takes dedication and perseverance to receive an outstanding score. An outstanding score that is needed to obtain a certificate is a score of a minimum of 85 percent.
If you are in the market for a secret shopping service, do not hesitate to contact our Quality Assurance Services Department for more information. And if you are shopping around to compare different companies regarding a secret shopping service, find out if they too utilize the program themselves. One nice addition included at the end of the secret shopping evaluation is a section where we add some highlights to point out both the positives that stuck out on the call as well as any possible growth areas with suggestions on how to do so.
Remember only practice makes perfect and evaluations are great to study from, so you know exactly where you need to study and what it is you need to study so that you can improve. And, yes, it may be awkward at first. Especially if the norm for the last 5 years has been to just wing it. It is normal to have some reservations about it. But after you get the first couple of shops under your belt, it is not as scary as you may have imagined it to be.
Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.
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