Track Your Employee Progress

When you are on your floor trying to sell your property, trying to drive the customer experience, you should always look for the best ways to coach and train your people. Most of the time, it is great to give feedback right after a sale. You can kind of see in the associates eyes that as they are talking if they have an annoyed attitude and just want to go back to work. Role-playing sometimes works to see where the problem in a sales presentation is but that does not give real life situations.  
 
Mystery shopping has to be the best way to get and give feedback to your associates. Mystery shopping is a great business investment because it allows you to pull up a form and go down the list of things they are supposed to say and how the mystery shopping agent grades them. When they see that print out from the mystery shopping experience, their reactions go straight to Wow or Oops. Because of mystery shopping, you now have proof if they are not doing so well and what they are doing well.

In the self storage industry, it is crucial to have this mystery shopping feedback so you can ensure your business is doing as well as it could and to get real life examples to your staff. When you hear recordings of a good mystery shopping agent 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. Mystery shopping challenges you to see what that other half is doing or saying, once that phone is picked up and the conversation begins.

As a property owner, manager, or whatever your title might be, could it hurt you to participate some sort of mystery shopping program? There have been examples of property managers being shopped by a mystery shopping agent and they did not do so well. The mystery shopping agent opened that managers eyes to have them realize that they have to change their approach to the business. It is very hypocritical for you as a manager to expect your people to provide excellent customer service when you do not. It is like one of those parental quotes, Do as I say, not as I do. In most businesses, that will not fly. With mystery shopping, it holds all employees, even managers to the same standard.

Mystery shopping is one of the best ways to track your employees progress and to see how they react to your competition. If you take the information you receive from mystery shopping and use it coach your employees effectively, you will succeed. If you choose not to use mystery shopping for what it is worth, you are losing money in more than one way. You lose money because you are paying for a service you are not reaping the benefit from and you could be getting more production out of your staff if they knew what they could do to improve. Mystery shopping gives you the best real life examples and gets away from the boredom of role-playing. Mystery shopping will produce a lift in your business and your profits will grow. What are you waiting for? Your competition to get smart and use the service before you?

Self Storage Industry 

Louisiana Furniture Storage

San Antonio Storage

Tweet This Post 

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

View Staff's Profile      Subscribe via RSS