Your Clients Experience Can Set You Apart
In a time where clients often complain about the quality of the service they receive, or feeling like they are undervalued by a business, providing excellent customer service can set your brand apart from your competitors. By emphasising customer service in your marketing strategy and then backing it up, you'll set yourself apart from businesses that don't deliver on their promises, creating a sense of uniqueness about your brand.
Ensuring Positive Customer Relationships On The Front Line
Having well trained staff is essential to building customer trust and your brand. Consumers are more likely to purchase from a knowledgeable, well trained and helpful team member.
Monitoring And Measuring Your Teams Performance
Secret Shopping is an effective means of giving you first hand, honest feedback on gauging how customers perceive and experience your business through your team. It gives you the ability to truly see your business objectively through client's eyes.
Repeat sales are not accidental. Instead, repeat business occurs due to a relationship you've developed over time through providing superior customer service and product knowledge to your valued clients, however, this can all change quickly if repeat clients do not receive consistently good service from your entire team. A main focus of a Secret Shopping campaign is to ensure that the level of service provided is of a high enough quality to make it appealing for clients to return.
Improving Your Clients Sales Experience
A Secret Shopper program that is used to effectively optimise your clients experience, is even possibly attracting new customers by word of mouth, the most valuable and arguably most effective form of advertising that there is - which is also free.
Customers often talk about their experience when dealing with businesses, especially if it's unusually good or poor. By delivering strong customer service and product knowledge, your clients will be more likely to tell their friends and relatives about how well your business has taken care of them, resulting in more clients choosing you above your competitors, which has a positive effect on your bottom line.
Secret Shopping Will Help Identify All Potential Sales Opportunities
The detailed reporting provided during a Secret Shopping program will identify key areas for maximising the sales opportunities available to your business to gain the highest potential amount of revenue from each and every client. For example, it could direct you to areas where additional employee training could be provided to highlight where these opportunities are available, to up sell and cross sell, to improve your bottom line.
Secret Shopping Allows For Competitive Analysis Between Departments/Locations
A consistent and methodical approach to Secret Shopping allows your business to equally compare the level of performance across a variety of departments and locations, even drilling down to specific issues which may be of importance to you. Allowing you to provide a better and more tailored approach to customer service training to departments/locations that may be under performing.
To Promote More of An Understanding of What's Most Important To Your Clients
The feedback gained through Secret Shopping creates an opportunity, to both formally reiterate what your business expects from all of its employees in terms of customer service, and in doing so keeping every team member connected to their clients expectations of them.
To Use As A Training Aid
The results of specific Secret Shopper reports upon individual staff members are a fantastic tool in developing the individual members of your team to their full potential and to recognise and reward those performing well.
Monitoring Consistent Delivery of Product Knowledge And Customer Service Quality
Once a reputation for service is established this needs to be maintained and delivered consistently by your whole team across all departments/locations. A Secret Shopping program is an effective way to ensure this objective is being achieved continually and universally.