Category: Mystery Shopping

 

Good businesses know that a stumbling block is just a block, not a challenge that cannot be overcome. It’s time to think outside of the box and find a workaround!

 

This came to mind when I recently shopped at Target. As always, the cashier did the dutiful task of asking if I would like to open a Target credit card. And, as always, I politely declined and stated that I did not want or need another credit card, since I always try to use cash or my debit card.

 

Now, I’ve said this every time this is offered to me, no matter what store I’m in, but this time I got a different response than the usual “okay” and continuing the transaction.

 

The cashier asked if I would like the debit card option, and started to explain that I could get a Target debit card that would be tied to my checking account, and can only be used at Target, but would still allow me to get 5% off purchases and donate to a school of my choice. I had no idea!

 

Unfortunately, I needed a blank check to get started, which I didn’t have on me, but it’s good to know. Next time I visit Target I will be sure to bring one.
This is a good example of a workaround to a potential stumbling block – with the current economy, many people do not want the added burden of another credit card. Target saw this as an opportunity and found a suitable workaround for those who feel this way; they can still enjoy the benefits while not adding to their credit.

 

On another note, it made me wonder from a customer service standpoint. I don’t visit Target too often, but as I said, I always give the same response when offered the credit card. This is the first time I’ve been given this explanation. Thinking this was  new offering, I did some digging and found that it has been in existence for at least two years now (possibly longer), but this is the first time a cashier has listened to my objection and offered a response, one that was very fitting to my objection. Had I had my checkbook, I would have signed up for it right then and there knowing this information.

 

It’s a good lesson not only in thinking outside of the box to get over potential hurdles, but in ensuring that training staff to listen to the customer, offer solutions, and be effective and thorough in explaining promotions or loyalty programs for the best success possible.

 

 

 

It’s not new, but we’re seeing it pop up more and more in the mystery shopping industry – clients are requesting a debriefing session with shoppers. This typically involves a representative from the mystery shopping provider to talk with the shopper after an evaluation has been completed to get more subjective information about the experience. Sometimes the interviews are recorded, and other times the data is compiled into a report for the client.

 

We had a project once for an assisting living company that offered a wide range of services and facilities. They requested that one shopper conduct all of the evaluations over a three month period, from phone calls to onsite shops. After each evaluation, the shopper submitted a report as is typically done. The twist? Once the project was complete, the shopper went to meet with the client’s board of directors to offer additional insight into their operations and customer experience. This is definitely outside the norm and not typically done when debriefing is considered, but in this instance the client wanted in depth information outside of the parameters of the evaluation itself.

 

Why do this? Clients are realizing that shoppers are also their typical customer, and want to get more out of their program than just the operational data that is collected.

 

While it can’t be done with every shop that you do, there are certain cases in which you might want to consider a post-shop debriefing:

 

• New locations have recently opened and are incorporated into the shopping program
• Concerns with performance in a specific employee, location, district, or region
• Launch of a new service or store concept
• Obtaining subjective data to pinpoint correlations between exceptionally high and low performing locations

 

There is an additional cost when debriefing is incorporated, but the cost is well worth it if you need that additional information to make decisions regarding business operations.

 

 

Sometimes clients will have concerns about a particular employee, but need more data to substantiate their issues. Other times, management wants to see how employee service levels are after a training session is completed.

 

This is the time when clients will contact their mystery shopping provider to conduct a targeted mystery shop. This takes a bit more preparation, and, depending on staffing schedules, can be tricky. However, it can be done when the need arises.

 

Before contacting your mystery shopping company to conduct this type of shop, be sure to have the following information ready:

 

1. Is the employee’s schedule set, or does it vary week to week? How far in advance will you have the employee’s schedule to provide to the mystery shopping company? The more set the schedule is, and the further out the employee is scheduled, the better the chances of the shopper connecting with the right employee.

 

2. Not only a name, but give the company a good, detailed physical description of the employee in question. This will immensely help the shopper confirm that they have the right employee. Names are good, but an accompanying description is best.

 

3. Does the employee work in a specific department? It’s much easier for a shopper to target an employee who works in a specific area of your business. The more transient the employee is, the more difficult it is to target him/her.

 

4. Will this be a standard shop, looking at the same guidelines as your typical mystery shopping program, or will a separate survey need to be created? This may depend on the setting. For example, when targeted shops are requested in a restaurant/bar situation, especially with bar integrity issues, clients typically prefer a narrative heavy report so that the shopper can make detailed and specific observations over the length of the visit. In other settings, such as retail, clients can utilize the same report they do for their regular program.

 

The above tips are key factors that you need to think about before setting up this type of shop. It will take flexibility, and sometimes more than one attempt to get the right employee. You will also need to set up a “go to” person on your side to be ready for the mystery shopping company to contact you with any last minute “what if’s” or changes in schedule, etc.

 

Targeted mystery shops can provide clients with detailed information for a specific employee – this can help alleviate concerns or acquire data needed to make employment decisions if need be.