Five Reasons To Secret Shop Your Business
1. 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.
2. Monitoring and measuring your team's 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.
3. Ensuring positive customer relationships on the front line
Having well trained staff is essential to building customer trust in your brand. Consumers are more likely to purchase from a knowledgeable, well trained and helpful team member.
4. 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.
5. Secret Shopping also allows 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.