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February 18, 2020

Be like Mike, or Obama

When are we personally successful? Do we have to be like the titans, like Obama, Jordan, Microsoft, Amazon? What do I benchmark my comparatively small mystery shopping company against? When is our business a success? What should we measure ourselves against? “Be Like Mike” became a meme after it first appeared as a Gatorade commercial…

January 29, 2020

Shuddup and take my money

Business acumen and customer service are not incompatible. Here are 5 ways a small business can take money from their customers, and their customers will be thankful.

October 17, 2019

Happiness Is More Like Profit Than Joy

Profit is more like happiness than joy. Profit and happiness as the result of activities, including externalities. Joy can be manufactured.

October 16, 2019

Everyone is in Customer Service

Everyone is involved in customer service. Here is a short story showing how everyone should have it front of mind, even I.T.

October 15, 2019

The ROI of Mystery Shopping

Although a store may spend $10,000 a month on rent, it seems incredulous that a $100 per month spend on mystery shopping (1% of the rent) needs to be justified with ROI. If salaries and running expenses are taken into account (roughly to equal the monthly rent), then $100 per month equates to 0.5% of…

October 02, 2019

Compliance is not a dirty word

Can employees really be trusted? We want to trust staff because compliance is a dirty word to many avant guard managers. You get the behaviour you measure. We all know that, but sometimes we dismiss it as old-school management. Compliance is almost a dirty word. Research by Dr Belinda Bateman of the University of Newcastle…

October 01, 2019

Mystery Shopping Gyms

Before starting a mystery shop for a client we like to scope the store to see how they operate. Here is an example mystery shopping gyms. It’s not in the normal questionnaire format of a mystery shop but it will give you an idea of what we look for. The findings below don’t just apply…

September 26, 2019

Automated customer service can cause problems

You know the scenario, skip the queue and get automated customer service on a chat session. But beware! If you chat with Qantas online, you get reasonably quick responses and you can deal with the back and forwards in your own time. All good. However, you’re in trouble if the enquiry is anything but simple….

September 23, 2019

Don’t throw away half your sale leads

Imagine throwing away half of your leads? Oh, I know you’d never do that. Maybe you’re a small business that intimately knows everything that’s going on. Perhaps you’re a big business with big processes. I’ve heard it all. And yet, this is the reality I see way too often. Behind the curtain of a Mystery…

September 20, 2019

Do customers want automated customer service?

We look back fondly on the good ol’ days of customer service but forget how bad they were.

Automation is making it better and the research proves it.