By Angela Megasko, CEO & Owner of Market Viewpoint, LLC
One of the best benefits about a mystery shopping program is when it’s not a mystery at all and it creates an environment of trust in your workplace.
It is in your company’s best interest to be upfront with your staff when you consider implementing a mystery shopping program.
Written into our proposals is:
The first step in the mystery shopping process is employee notification. Our experience has demonstrated that a few employees may resist or raise objections to using an outsider to conduct evaluations of employees, facilities, and relationships with the public. However, once informed of the benefits, they often become our most ardent supporters.
When staff members realize that the process is intended to make them more competitive by giving them information that will help them be more successful, they gradually come around. Employees deserve to know, in advance, that their work will be evaluated. Employers who do not advise their staff risk alienating some of their best people by making them feel tricked or deceived.
Often these feelings can take a long time to heal; sometimes they never do. We recommend that you inform all employees that this process is taking place.
Lead with Integrity
If you want your employees to treat your customers with integrity and honesty, you, as their business leader, must set the tone with truth and transparency with each of them.
What should be communicated to your employees are the expectations and standards by which they need to work – and then how you will monitor and measure whether or not they are doing so.
As has been said, “What is measured, can be managed.”
Customer experience, however, is not measured in sales volume, rate of stocking shelves or how quickly a meal course is served.
Customer experience is evaluated through mystery shopping, customer surveys, focus groups, and feedback cards.
Explain to your employees when you do some or all of these activities it is not to ‘shop them’ or ‘spy’ on staff. Rather communicate to them that mystery shopping and survey programs are developed to keep a pulse on your customer’s experience. And to make sure that your training and standards have been designed to make every customer’s experience the best one it can be.
Take the focus off of your employee…be concerned about your customer’s experience and why they would want to continue doing business with you.
There is a lot of trust to be gained when you are honest about your intentions.
Angela Megasko is CEO & Owner of Market Viewpoint, LLC a market research firm focused on “Helping you see your business through your customer’s eyes” through customized mystery shopping, customer and employee surveys, audits and competitive analysis. www.marketviewpoint.com