Many folks don’t know much about mystery shopping. Sure, you’ve heard of it and that it can help a small business, but you aren’t sure how it helps. The following are some reasons mystery shopping could help a small business succeed.
Photo by Daria Shevtsova: https://www.pexels.com/photo/assorted-plastic-packs-lot-880459/
One big perk of using mystery shopping is that it helps you measure your company’s performance. Employees may appear to be doing what you want when you’re observing them, but people don’t always act the same way. When a mystery shopper works with your employees, you’ll get an opportunity to measure your workforce performance. Hopefully, you find out that your employees perform the way you expect, even when you aren’t there watching them.
It’s not easy to define mystery shopping because it’s quite complex. The data gathered from a mystery shopping visit doesn’t just measure overall performance; it also highlights issues in your workforce. When you train your workforce, you’re hoping that the training leads to positive outcomes. You’re hoping that your customer experience gets better. That’s one thing you’ll learn when you search for, “what is mystery shopping?” If part of your training isn’t being put into action the way you hoped, you’ll know, and you can correct it.
Those who have more than one location should find out how their company is performing across the board. If you care about creating a good brand, you have to make sure your customers are getting the same customer experience in every location. If you find out that your customers aren’t getting the same experience in each location, you can deal with this problem. Find out if your training is failing your employees, or maybe management is unable to train your employees. Address the issue as soon as you can.
Identifying Workforce Problems
There’s no doubt that working with a mystery shopper doesn’t just help you see how your training is doing, but it also helps you see what could be wrong. Maybe the mystery shopper will identify an issue you haven’t even considered. Mystery shoppers have been doing these sorts of jobs for companies like yours for a long time. They know what good customer service looks like, and they should be able to recognize key tasks that your employees aren’t doing that many of your competitors might be doing.
Retention is Improved
You’ll be happy to know that mystery shopping can help with retention. Customer experience is important; in fact, some people are willing to stop going to a business if customer service is less than perfect. You know that getting new customers is just half the battle. The ultimate goal is to get customers to come back again. Loyal customers help a small business continue to grow. If you’re able to recognize issues and improve your customer experience, then you’ll also boost retention given enough time.
Depending on the type of business you have, you might have to worry about compliance. Failing to be compliant could lead to all sorts of issues, including fees. You don’t want that to happen. You want to boost your compliance, which you do with your employees. This is something you’ve trained them to do. Mystery shoppers will visit your business locations to make sure everyone’s taking this seriously. You’ll have peace of mind if you do this and find out that everyone’s helping you be compliant; that kind of peace is priceless.
Mystery shopping can help business owners discover improper actions. While it’s nice to imagine that every employee is trustworthy, you know this isn’t always true. Some people are not honest people, and these folks could do something they shouldn’t. Maybe they’re telling customers to go elsewhere. Maybe they’re using language they shouldn’t or treating people in a rude fashion. These are important things to find out and things that could hurt your business. It gives you a chance to correct these issues and helps your business grow.
Now, you know a few ways your business can be aided by mystery shopping. Success doesn’t just happen; you have to work on it, and mystery shopping is one more tool that’ll help you get there.