The Value of Secret Shopping

When I am on my sales floor trying to drive the customer experience, I always look for the best ways to coach and train my people. Most of the time when I give feedback right after a sale, I can kind of sense my associates saying to themselves, I did everything that you are telling me and I want to go back to my work now. Role-playing sometimes works to see where the problem in their presentation is but that does not give real life situations. 
 
Mystery shopping or secret shopping seems to be the best way to get and give feedback to my associates. It is good to pull up a form and go down the list of things they are supposed to say and how the shopper graded them. When they see that print out, their reactions go straight to wow or oops. Now I have proof if they are doing well at what they say there doing.

In the self storage industry, it is crucial to have this feedback so you can ensure your business is doing as well as it could and to get real life examples to your staff. When I play the role of a secret shopper, and do a good job sounding like a real customer, the execution of a simple script is mediocre. You have some people out there who probably do an awesome job each time they pick up the phone. I challenge you to see what that other half is doing or saying, once that phone is picked up and the conversation begins.

Secret shopping is one of the best ways to track your employees’ progress and to see how they react to your competition. It gives you the best real life. Secret shopping will produce a lift in your business and your profits will grow. What are you waiting for? Give the ladies at TQAS a call. 

Written by Joel Little

Thanks for reading our secret shopping blog. We offer sales training and secret shopping to the self storage industry.

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