Benefits of Hiring a Mystery Shopping Company
Mystery shoppers are the auditors of a retail store’s customer service department. They can test the atmosphere and experience of shopping at your business, whether in-person, over the phone, or online. They allow business owners to gain an outsider’s first-hand perspective of their company’s customer service and the performance of their employees. Their evaluation is vital to understanding where and how your business can be improved in order to better meet your goals. For that reason, business owners shouldn’t hire just any mystery shopper. It’s important to invest in the experience of a professional mystery shopping company.
Get an Unbiased Perspective
Many people pick up mystery shopping as a side job to earn some extra cash or benefit from a free shopping trip. Hiring one of these amateur mystery shoppers means that you could be sacrificing an unbiased perspective of your store. A local may have shopped at your store before, and thus may have past experiences (good or bad) with your customer service. They may also know someone who currently works in your store, or has worked there previously.
When you hire an amateur, you risk that person bringing their previous experiences or biases to the table. A mystery shopping company will dispatch a professional to your store. This individual will be trained to handle the matter without bias or judgment, ensuring reliable results.
Receive Evaluation from a Trained Eye
The casual mystery shopper may only be evaluating the most basic aspects of your business. They may only consider whether the employee that assisted them was courteous or polite. A trained shopper from a professional mystery shopping company will be able to spot more subtle areas to evaluate. For instance, a novice may only observe and report on the specific service they received during their transaction. A professional will consider the bigger picture. They can properly analyze and evaluate how the employees interact with customers and each other.
You’re investing in a mystery shopper because you want to know if your customer service processes are effective or not. A professional can accurately evaluate your customer service and tell you what works and what doesn’t. They’ll also be able to provide more relevant and constructive feedback around which you can construct an actionable solution.
Gather Data First Hand
Often, companies will ask their customers to complete surveys to gauge various aspects of how they conduct business. They’re a great method to gather a large amount of data at one time. However, the results aren’t always reliable for analyzing specific details. These surveys are like putting a thumb on the pulse of your business. They can get a basic understanding of how the heart is beating, but more information is needed to know how it’s truly functioning.
Mystery shoppers can provide first-hand accounts about vital areas of your business plan. They can help you gauge areas like the level of customer service, the overall shopping experience, and how effectively your business goals are being carried out.
For example, a mystery shopper may be able to reveal that high employee turnover is not due to poor hiring decisions but actually caused by a difficult and irritable manager. A survey may show that customers like a store because of its products. However it won’t show if shoppers feel abandoned by employees, if managers are rude, or if the atmosphere in your store makes it difficult to shop. All of these customer service elements are vital to success, and a lapse in any one of them could potentially drive away business.
Ready to Hire a Professional Mystery Shopping Company?
As a business owner, you need a fair and accurate understanding of how your company is performing. It’s a waste of time and money to invest resources in the wrong kind of employees. In the world of retail, customer service is a vital aspect of making the sale. You need a professional mystery shopping company that can accurately and efficiently evaluate your business.
At South and Associates LLC., we understand the needs of the retail business owner. Poor customer service can result in unnecessary losses. Our team is made of experienced and professional investigators who can conduct effective mystery shopping campaigns and provide a thorough analysis of your customer service processes. Get in touch with us today for more information.