Springtime brings with it the ability to come out of our homes and once again connect with people – our neighbors, through sports activities, family outings, etc. Connecting with people is what human nature is all about, and customer service is about connecting as well. We should expect to connect with people when shopping, if only for a moment – even on a quick stop!
A recent study by TimeTrade tells us that 90% of customers leave when they can’t find the right associate. 90%! Imagine all the lost sales!
When on mystery shops, it is important to look for those checklist items that are on your report form, but just as important to most of our clients is how the interaction with staff made you feel.
- Did the sales representative or agent make you feel like your business was welcomed and wanted? Whether you are in Nordstrom’s or the Dollar Store, you should feel that your business is valued. Where warranted in a report, please mention how the staff did or did not accomplish this.
- Were people available to assist and answer your questions in order to make the sale? If no one is around to help you understand the product or service, then it is likely you will take your business elsewhere. When mystery shopping, be the curious, uninformed shopper to see how staff responds to your inquires.
- Did the representatives fully engage with you during your visit? Most of us want to to get in and out of a store, but when you mystery shop, you must leave yourself open and available to interaction with the staff in order to make a fair judgement. Allow yourself time to do this.
In this way-too-busy world of ours, connecting is not something that comes easily to many people. However, when mystery shopping, please give the staff the opportunity to do so in order to fairly report, rate and opine about their service.