Customer ServiceMystery Guests
Why is a Mystery Guest the ultimate sales and service measurement and training tool?
Top sales begins with effective training, great service and a capable team. However, even the best training program will not bring results unless it is combined with a measurement and feedback tool.
For example, if you train new staff , one or two may pick up the program immediately, one or two may struggle to perform the new standards, and the others may just ignore the standards and do what is easiest for them. You will get erratic sales and guest comments, depending on who was serving...
Find out what is really going on with a Mystery Guest visit
How does a Mystery Guest visit provide the measurement and feedback you need to check and improve performance?
We work with you using a simple reporting/scoring sheet to measure your operations Presentation, Service standards and Sales effectiveness. Then our undercover guest arrives at your property and evaluates your sales and service from the point of view of the guest. Our reports are concise and easy to read.
By using your report it is easy for you to give feedback to your employees and take action where required.
You may choose the type of report that you prefer, we offer two alternatives
- A complete Audit - custom designed around the areas you wish us to focus on. This includes a complete narrative of our visit. You will be scored on all major items. There will be a summary including conclusions and recommendations.
- A "Snapshot" short report - designed to give you a picture of where you are at present, this is a valuable tool to check your progress after a complete Audit.
What areas does a Mystery Guest evaluate?
We have a number of Mystery Shopping Programs to meet your needs:
Customer Experience Audits - our complete audit. We evaluate every level of sales and service from arrival to departure.
Mystery Guests Department Audits - You select the departments you would like audited. If you only need an evaluation of an individual unit, we can audit outlets such as Cellar Doors, restaurants, bars, gift shops, parking, spas and leisure/tourist activities.
Snapshot report or in-depth Audit - You choose the level of reporting you would like. We suggest an In-Depth audit to start with, followed by Snapshot reports to gauge your on-going progress.
Conclusions and recommendations - We will make suggestions on how to improve your operations and outline the scope of worthwhile training.
Sample Training Packages
