Often times, upper management is uncertain about the best way to present a Mystery Shopping program to their employees. The initial rollout of the Mystery Shopping/Employee Incentive Program is crucial to its success. Your company?s executives must involve middle and lower management and build excitement from the inside out. It is usually a good idea to share the program objectives with all affected employees as well, to give them a better understanding of why the program is so important. Detailed written program guidelines should also be provided.
These guidelines should be drafted and presented in a colorful, upbeat manner. If an employee incentive is included, examples of awards should be displayed along with the Mystery Shopper evalluation form and associated written instructions.
Program Objectives
The primary objective of this program is to motivate employees on a daily basis to perform, monitor their performance, and acknowledge their efforts. All of which will increase their level of customer service.
Secondary objectives and benefits of the program include increased referral business, improved up selling and cross selling, decreased ?negative? referrals, increased revenue, increased market share, as well as non-biased, objective, ?arms-length? data for employee reviews.
The Mystery Shopping Evaluations also give your company?s executives the ability to catch and correct the problems before the real customers do. Remember, ?You?ll never get a seecond chance to leave a first impression?.
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