How to Mystery Shop Your Own Business: 3 Etiquette-Focused Tips for Business Owners

Whatever your business, customer service isn't just a department; it's a philosophy that permeates every interaction.

As business owners, we often think we have a pulse on how our company is performing, but do we really? In my work as an etiquette consultant, I often meet with business owners who think things are happening one way before being forced to realise they're not - for better or worse!

So, one effective way to find out what's really going on in your business when you're not there (or as you scale and can longer engage fully in the day-to-day) is by mystery shopping your own business. By adopting the role of a customer, you can gain invaluable insights into your operations, your team, and the customer experience you offer.

But before you dive in, it's crucial to approach this exercise with a sense of fairness and etiquette. After all, mystery shopping is a form of internal audit, not a witch hunt. Your goal is to gain a new understand of your business, not to snoop on the valuable team members you rely on.

So, how can you effectively mystery shop your business while maintaining the principles of courtesy and professionalism? Here are three quick tips to bear in mind:

1. Make Objectivity Your Priority

As the business owner, you may already have preconceived notions about your service or product. While performing a mystery shop, strive for objectivity. Assess each element as a first-time customer would, free from biases. This means examining everything - from the ease of parking to the friendliness of your staff and the efficiency of the service. What do you notice as a customer that you may overlook in the daily running of your business?

Etiquette Tip:

Never publicly disclose your observations during this exercise, especially if they are negative. The purpose of mystery shopping is to identify areas for improvement, not to shame or blame your team.

2. Train a Trusted Team Member to Perform the Mystery Shop

While you, as a business owner, might stand out in your own establishment, a team member might go unnoticed. Train a trusted employee to perform the mystery shop and report back. This also adds an additional layer of objectivity.

Etiquette Tip:

Ensure the designated team member understands that the goal is constructive criticism. Any feedback should be communicated with tact and professionalism during internal discussions.

3. Consider Outsourcing the Exercise

Sometimes, the best insights come from those who are completely removed from the situation. If possible, consider hiring a third-party agency that specialises in mystery shopping. They can offer a fresh perspective and may notice things you or your team might overlook.

Etiquette Tip:

If you decide to go this route, introduce the findings in a staff meeting or training programme in a way that motivates rather than criticises. The essence of etiquette is respect, so frame these insights as opportunities for growth, rather than pointing fingers.

Remember, mystery shopping your own business is an opportunity for refinement, not reprimand. By approaching it with the right etiquette, you'll not only gain useful insights but also cultivate an environment that encourages continuous improvement.

Feel free to share your own experiences with mystery shopping in the comments below. Your insights could be the next business owner's gain.

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Jo Caruana is a trained business etiquette and customer care training consultant, with a team of mystery shoppers and communications specialists who love nothing more than helping your business to be its best in the eyes of its customers. Book a call with here here.