We at Market Viewpoint consider it an honor to be in the business of customer service education. Enlightening a company to how well or how ‘not so well’ their business is perceived, and then watching them improve upon it through development and training, is a very rewarding process. There is a keen sense of gratification in knowing we have had a hand in helping a company grow and mature in the service they extend to their customer.
The same holds true for educating our shoppers. We receive many of those first calls, “Can you explain how this works?” from shoppers. We spend a few minutes, encourage them to sign on and then watch that tentative individual conduct their first shop. Those who are serious about this business will ask us how they can do better. Our account managers welcome these questions.
It is far easier to work with a well-informed, willing-to-learn shopper than one who believes they do not need to ask questions and just assumes the shop should be done how they choose to do it.
We take great pride in watching a shopper grow in their observation, writing and time management skills. We encourage these shoppers to sign on with many more companies so as to increase their revenue for their home-based business. We want our shoppers to be successful!
Mystery shopping is a fun, but serious business. The words that are written in your reports are taken to heart by each individual in a company that reads them. Your responses and comments reflect on the individual you have shopped, their manager, the company, even the board of directors! And believe us, some of these reports are read at that level!
When you prepare for your shop, remember you are a consumer, a shopper, an observer, a reporter and a teacher! You are teaching the ultimate recipient of the report what is working correctly at their store, restaurant or bank, and possibly what is not. With your carefully selected words describing your experience, you are teaching them how to be better at what they do. And they thank you – as do we!
Help others learn! What are your favorite mystery shopping resources, boards, forums or books? Comment below!