A friend of mine in England is occasionally employed as a secret shopper. The company she works for asks her to visit various stores around the region where she lives , to assess all aspects of the way employees interact with customers. Also known as mystery shopping, the aim is to get honest feedback about what's really going on inside the business.
I've heard plenty of stories about her ?stealth' observations over the years ? like the receptionist who was sound asleep for more than one hour while numerous potential customers came, waited, and then left without being served, or the outburst of abuse given by a store manager to a staff member who was serving a bust checkout line ? the employee was then left to carry on serving the customer while still in flood of tears.
My friend used to say that the worrying part of her job was that there was little middle ground. Most of her experiences were either delightful of painful. Which brings me to the key point I want to make to you:
When was the last time YOU secret shopped your own business?
That's right, I'm suggesting that you need to evaluate your own business, even if you don't have any employees. I'll explain. You need to examine every interaction you or someone else has with customers and objectively decide whether it's being done well, or whether improvements can be made.
For example, a common area that's left to chance is the answering of the phone. Have your employees been coached on exactly what to say, or is it a random greeting depending on hoe they happen to be feeling on any particular day? With most businesses that's exactly what happens. To even suggest that there should be a system is a surprise to most business owners. But why would you want to leave it to chance? If you're the one that answers the phone then you should record the calls for a while, listen to the recordings, and honestly seek to improve based on what you say and how you say it.
Luci and I visited the business of a friend of ours in Chicago recently and we had to tell him that his receptionist was sour and unwelcoming. Let's face it, she's probably the lowest paid staff member BUT she's the person t hat the customer's have their first interaction wit, both on the phone and when they visit the clinic. The way she dealt with us set the tone for the entire visit. What an enormous mistake!
By the way, our friend had no idea that the receptionist was lousy, because he's never secret shopped his own business.
The secret shopping should extend to every aspect of customer interaction. For example, have some packages occasionally shipped to another address you have access to so you can see how items looked when they're delivered. What's your impression of the package when you receive it? Were all the items in good condition, well packed? If you usually enclose special offer inserts or coupons, were they on the box? Were they easily visible or could they have been thrown away without realizing?
Again, these test are not exclusive to large businesses with many employees. Apply the principle to your business even if it's just yourself or a small family business. You WILL learn valuable lessons, I guarantee it
How To Become Secret Shopper
Whoever the bloke that first thought of this must be a genius. Imagine having to shop all you want, and then getting paid so you can shop all over again. If this job was offered years ago, our elders might be crooning, Fairy tale can come true? or Heaven on earth?(with more heart to it) who knows, they might even want to kiss this blokes hand ? ?Godfather? style. You have that smug twitch on your brows? Ok, you may think this could be stretching it a bit far?
But then again consider yourself getting into a store, shop a little, pause a while, observe, have a little chit chat with the clerk, being the friendly amiable you all the time, pick a little more here - which can be reimbursed later anyway. Go to the next store and shop and shop and shop?and then get paid.
Or go to a movie house or a spa or you can go to an assigned restaurant have a little refreshment - which your employer will be paying for anyway, pull out a newspaper, even the week old ones will do it will not matter, play the detective like listening, observing, taking mental notes on service, orderliness, promptness, integrity, customers handling, or a myriad other things that your employer tasked you to do?and then get paid.
You go by many names. You are a secret shopper, a mystery shopper a spotter. Nonetheless that is the job you do to earn your living. Shop.
A secret shopper is a task assigned to people by companies and firms that want to update themselves with what is actually being carried out in their establishment from a customer's point of view.
They get trained first on issues that the company wants to validate or resolve to enable them to be and remain competitive in their market. Training agendas are really simple but will ultimately enable employers to evaluate their current position in performance and competencies.
Training and assignment issues often include, divided further into sub-classes:
Efficiencies
Customer service
Cleanliness and order
Merchandising
Courtesy and Integrity.
Other issues on the priority list by the principal.
The job of the secret shopper basically are:
To observe
To evaluate
To file reports
To become a secret shopper, an individual would register on one or if preferred, several secret shopping companies or agencies. Once hired, the secret shopper would be tasked to inspect predetermined business establishments. Secret shoppers work like costumer undercover to do two tasks, to evaluate and observe the employees and to observe and evaluate the operation of the store. The secret shopper will then fill up evaluation sheet and file a report to be submitted to the principal.
What is in it for the mystery shopper?
Although the most common task assigned to a secret shopper is to shop, they also dine at different restaurants, visit and use fitness centers and spa, drink in different places, use gym, stay at a hotel and get into movie houses ? free of charge.
The money is good too. For instance, a simple task that could take for about several minutes would pay you $8-$15. A more sophisticated task would pay you $25. The more complicated the task becomes, the higher the pay would be. If you already have a direct contact with the company, you can even earn $100 and up.
Task would require simple skills. So long as can write a good objective report (many principals prefer the not too critical ones), you can qualify to become a secret shopper.
So long as you abide by the confidentiality clause, that's it.
Isn't that a hell more fun than having to burn hours in an office cubicle coping with pressures and deadlines, finding yourself lost in all those papers and ?to do? lists five days a week, so you can have money enough to go shopping?
Both Drew020 & Joseph Then are contributors for EditorialToday. The above articles have been edited for relevancy and timeliness. All write-ups, reviews, tips and guides published by EditorialToday.com and its partners or affiliates are for informational purposes only. They should not be used for any legal or any other type of advice. We do not endorse any author, contributor, writer or article posted by our team.
Joseph Then has sinced written about articles on various topics from Debts Loans, Information Technology and Digital Camera. Joseph Then operates a Mystery Shopper website that provides excellent resources in Mystery Shopping. Check out this website at
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