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…
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…
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….
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…
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.
If you are looking to be a mystery shopper, please beware of some of the scams. Here’s how to protect yourself. If it’s too good to be true, it probably is. We hope this helps.
The ultimate test of good service is to make a sale. This article also looks at the relationship betwen buyer and seller as well as three ways to fix it.
We have to be careful of the shiny new toy. My local cafe has started doing Uber Eats deliveries. Good for them! Well….. not so fast. The wait times jumped to 20 minutes and then 40 minutes. My big cycling group worth $600-$700 per month has slowly moved to another cafe (despite many second chances)….
This is about what happens when a company automates their customer service too far.
A description of the ‘mere exposure effect’ and the art of staying top of mind