A Dream Job
How would you like to be an undercover shopper? Sometime this position is called a “mystery” shopper. Sounds like a dream job to me.
This week, an e-mail appeared in my in box inviting a limited number of applications from competent undercover/shoppers to evaluate some departmental stores, restaurants and business centers. It sounds like the position would be all around the United States and in Canada. Some of the “jobs” are in stores and others are visiting websites.
Here’s the job description: the shopper poses as a normal customer and is asked to evaluate tasks ranging from purchasing a product or using a service. All the while, the shopper will be evaluating things like customer service, store cleanliness and quality of service rendered.
First on my list is how the shopper is treated by the employee. When walking into a retail store, we expect to be greeted by an employee and asked if the employee can be of help. A “just looking” response often means “please don’t follow me around,” but thanks very much for asking. It’s a little different when walking into an office setting. If the employee is on the phone, it’s so nice when they look up and acknowledge that you are there.
“Please” and “Thank You” go a long way in pleasing a customer. It’s also good to have our kids hear this. Maybe it would be an incentive for them to also be polite.
The check out person is your last impression of the store. Some employees smile and others look like they don’t want to be there. Some speak, others only give you the total bill. And others just stand there, chomp on their gum, and hand you the receipt.
Gum chewing/chomping and ignoring customers while texting on cell phones are huge red flags in my shopping world.
There are so many things an undercover or mystery shopper can observe.
Glenn Shepard’s Rules of Customer Service hang in our office:
1. Treat every customer as if they sign your paycheck, because they do.
2. Customers may forget what you said, but they will never forget how you made them feel.
3. If you don’t take care of the customer, somebody else will.
4. Customers won’t love you if you give them bad service, but your competitors will.
5. Never tell customer what you can’t do for them, tell then what you can.
6. A happy customer will tell two people about you. An unhappy customer will tell 20.
7. You are the company to the customer.
8. Everyone’s job description includes doing whatever it takes to make the customer happy.
9. Customers don’t expect you to be perfect, but they expect you to fix things when they go wrong.
10. Customers may not always be right, but they must always win.
Undercover shopper would pick up on each of these ten points in a heartbeat.
How would you rate where you shop?