Mystery Shoppers

What are mystery shoppers? A mystery shopper is a subject matter expert in a specific field hired to evaluate a business, collect data, and prepare in-depth analysis and reports for managers/owners based on their findings. Think of mystery shoppers as “undercover customers” sent to observe, interact, and report on other customers, employees, cleanliness, accuracy, systems, product, service, and overall customer experience. A mystery shopper completes a report after visiting a location and gives pertinent information from a customer’s perspective. Some mystery shoppers provide basic reports while others really dive in to get a complete understanding of your operations.

Many restaurants, theaters, entertainment centers and other businesses have decided to use their friends or customers to shop their business. They believe this is a way to save money and get the feedback they need to improve their customer experiences. These companies believe that this process will be the same as hiring a professional shopper company. In many cases a friend or customer will give a biased opinion or not get a comprehensive assessment into all areas. Some mystery shopping companies hire inexperienced shoppers however many of companies like The Hart Experience hire and train hospitality experts that are knowledgeable in the industry. Reports are customized to the client’s needs and to a specific location(s). An untrained friend or inexperienced person will not likely understand the importance of all components to evaluate properly. Think of it like this, you train your employees to do a job, so would you bring a friend or inexperienced person in to work in your business with no training?

As you know there are many views on how food should be prepared, location cleanliness, marketing, and customer service. When you hire a professional to shop your business, they know what is important and what is just a customer preference.

10 reasons why mystery shops are the KEY to your business success:.

1. Reduce customer complaints
2. Cut down on employee theft
3. Identify products or service transactions unaccounted for
4. Identify unproductive/untrained employees
5. Maximizing employee upselling / upgrading products / services
6. Gives you the edge over your competition to drive sustainable, long-term business
7. Employees not following Covid-19 guidelines
8. Lack of customer contact / dissatisfied /customers
9. Reduce employee turnover/improve morality by giving them proper tools to exceed and maximize earning potential
10. Repeat, referral, and return business

With Covid guidelines being so strict these days it’s important that your shoppers are checking to make sure these guidelines are being followed.

If you want to hire a professional mystery shopping company with a team of experts in the hospitality industry, contact Debbie@thehartexperience.com 602.717.3271, www.thehartexperience.com

We offer customize reports including Covid guidelines and trained shoppers. Let us EDUCATE you and your employees on the importance of giving quality customer experiences.

PS This month we are offering complimentary first shops for businesses that offer takeout, online ordering and phone shops.