This Is Why You Need Secret Shopping

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Recently my husband and I changed the dog food that we were feeding our 2 pitbulls, Guilty and Innocent.  In changing their food, we had to purchase it at a certain pet supply store here in town and the 2nd trip we made to the store was just this weekend.   If I had been secret shopping or completing a mystery shop on the employee that helped us, she would have failed her evaluation considerably. 

My husband and I picked out the product we needed and headed to the front counter.  Another customer came in to the store and had a big ticket item he was purchasing.  He was dressed in business attire and we were dressed comfortably for a Friday afternoon running errands..  The clerk saw us at the counter but still insisted to help this gentleman pick out what he needed.  We stood at the counter for approximately 5 minutes or so, waiting for her to return.  Our purchase already on the counter, she came back with an item in her hand and began to ring up this customer’s items.  She didn’t acknowledge us at all.  She was definitely prejudice in some way. 

After she rang up his items, she then offered to help him carry it to his truck. Again, not acknowledging us at the counter.  Even the customer she was assisting told her no, but that she could just open the door for him.  She, by the way, had another employee there with her who looked like she was in training; that employee could have opened the door for him. We waited patiently and bit our tongues. 

She returned as if we just arrived at the counter.  It’s no wonder why there is a need for the mystery shopping industry.  It’s no different than needing to evalute how your calls are answered by your employees.  If you haven’t thought about how your company is run when you’re not there, you should. Consider us to fill those needs and let you know.

Written by: Robin Turner, Call Center Manager

Thanks for reading our secret shopping blog and diary of the self storage industry.

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

Clean out your garage with a storage unit at 20 E Alameda, Burbank, CA 91502

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