Unlocking The Mystery Of Secret Shopping
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Secret shopping has given a lot of companies profit from the great coachings that come of the call. Some companies have the secret shopping agents shop their associates twice a month. These are the companies that are dedicated to their store performance. They are dedicated to ensuring that the caller is taken care of and invited down to see their facility. Once the secret shopping agents send the managers the evaluation of the call that was shopped, what do they do with it? Hopefully, most of the managers out there decide to show their employees their opportunities so they can get better. There have been some interesting shops that have come from the secret shopping agents that make people wonder if these employees getting the chance to hear their call so they can see how they can improve.
In one example, a manager of a facility started the call pleasantly and introduced himself. From there, the call went south. The caller went into asking the manager questions in order to get their belongings stored. The caller, a secret shopping agent, asked the caller for prices on particular sizes and the manager gave them the prices of the spaces. The caller then asked for two more sizes just in case the previous ones did not work. The manager stopped the caller and asked them what they were storing, which most people would do. The caller explained their situation and the manager said to them, That is all the prices I can give you. It would take days to go over all the prices that we have. The agent, pretending to be a real customer, was kind of put off by that, and started apologizing for bothering him. The manager then realized that he was slightly rude and started to apologize to the caller.
In the example above, secret shopping could really help this manager by sending him the call and the evaluation from the call. With the evaluation of the call, the manager can see what he could do differently to serve that customer. With secret shopping, it gives people a different perspective on the same event. It is believed that even without the evaluation the manager could tell what he could do to improve.
In another example, a secret shopping agent shopped a manager that was believed to be a great example of customer service. The call was over nine minutes long, which you should never put a limit on great customer service as long as the call flows well. The agent tried to just get the price out of the manager without listening to why the caller should rent with them. She went into full detail on what their facility had to offer them. In this example, this manager should hear the call and receive praise for taking great care of a potential customer.
Secret shopping can help an owner manager their employees performance in a couple of different ways. One way to coach is to take the opportunity to give manager praise for doing a great job. As a property owner, you cannot just come down on your managers all the time trying to get them to improve without ever giving praise for doing a good job. How do you know that your people are doing a good job? Secret shopping can definitely help you.
Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.
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