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Our blogMystery Shopper Newsletter – First Quarter 2016
Our First Quarter Mystery 2016 Shopper Newsletter features topics of interest to the mystery shopper, including: Shopper Statistics Do's and Don'ts of Mystery Shopping MSPA's ShopperFest 2016 Hot Spots Click the link below to read this full issue of our newsletter for...
Customer service experience: The Waffle House as kindly grandmother
It's probably safe to say that the southern Waffle House franchise doesn't claim to be fine dining meant for an exclusive clientele of foodies. But they sure do know how to treat their customers. On the busy Saturday morning my husband and I walked in for breakfast,...
February 2016 Client Newsletter
Our February, 2016 Bank Mystery Shopping Client Newsletter features: Mystery shopping as a Measurement Tool How Mystery Shopping Works Factoids from The Huffington Post Upcoming Events Click the link below to read the full issue of the newsletter for our bank mystery...
Customer service training: Skills are teachable; attitude, not so much
On the SalesThroughService.com website, an author asserts that your customers are in charge of your business, whether you like it or not. They're already talking about you. They're telling their friends and family--one way or another--what their experiences have been...
Customer Experience Solution: Just answer the question, don’t ask your own
You know that scene in the movie “Monty Python and the Holy Grail” where King Arthur and his knights have to answer three questions before being allowed to cross the rope bridge over the vast gorge? “What is your name?”, “What is your quest?”…etc. The knights are...
Improve customer service by not blaming others
It's not often you'll find me yelling at people in a grocery store. It had come to that, however, after three different store clerks refused to sell me what I had wanted to buy, at the price advertised on the product's shelf. It was "Pizza and Beer Night" for my...
January 2016 Client Newsletter
Our January, 2016 Bank Mystery Shopping Client Newsletter features: Tips on how to set up an effective mystery shopping/customer survey program A basic definition of Mystery Shopping More killer phrases Upcoming Events Click the link below to read the full issue of...
Customer experience strategy: Sometimes the “cheesy” things may be what works
I happened to have arrived too early at the mall and the stores weren’t even open yet. However, I could walk through the mall’s thoroughfares and see inside the various retail stores, with staff members folding clothes and filling cash drawers. My destination was...
Great customer experience: Stellar service must mean good R.O.I.
You don’t necessarily expect a great customer experience when dealing with the government, no matter which level of government we’re talking about, right? Imagine my surprise when I walked away from a recent government encounter with a smile on my face and saying to...
An Awesome Service Day
The day started with a trip to Hooksett’s Target where I received my usual excellent customer service. Then … my car wouldn’t start. Since I had left my cell phone behind, I returned to the store and asked Chelsea at Guest Services if I could use their phone. She was...