Mystery shop yourself

Do you ever get the sense that something is a bit off with a part of your business? Some processes not quite working correctly, or a division running a little below its peak capacity?

I had that feeling about my sales team recently. I was just getting a sense that we weren’t pouncing on every lead with the enthusiasm I thought we could, but before I pounced on someone in my team I decided to do a little research.

So I jumped on the phone, disguised my voice and rang the front desk with a sales inquiry.

Then I jumped online, went to the website and did the same through our contact page.

The results were extremely interesting. I got an immediate reply from the online form, telling me that my query would be attended to within 24 hours. No problems, I thought, that’s pretty reasonable.

But two days later, I still hadn’t heard anything. As you can imagine, my web team was soon hearing something – some very choice words from me.

The phone call was better, but not perfect. I got quickly directed from our main number to the sales department, but no one could take my call. I hung up and tried again and this time I did get onto a human.

Room for improvement, all discovered with some quick mystery shopping.

Get it done – today!