How Often Do You Hear From Customers About Their Great Experience?

We went to dinner last night at a restaurant in Peoria, AZ, this was our first visit. I have known for years that this company has a mystery shopping program in place. You can usually tell by the service-oriented employees and the quality of the food that there is a mystery shopping program in place. In this case, the service and food were excellent and when the manager approached our table we let him know. This restaurant, Bubba's 33 is affiliated with Texas Roadhouse. The server was top-notch she asked all the important questions and was great at upselling too. Yes, we would return.

As a business owner, how often are customers telling you about their great experience? Your managers should be talking to as many customers as they can during the busy times. Remember positive and/or negative feedback are all learning experiences and will help your business grow and be successful.

Employees who are well-versed and well-trained will give customers the great experience they deserve. Not every employee will start a job as an expert which is why they need a great training program and a leader that is patient and willing to educate them.

We at The Hart Experience customize our shop reports to each client to ensure we target the type of information you want to gather. Let's look at a few questions that can be added to a report.

• Were you positively greeted at the door?
• When an employee answers the phone are they offering a sincere greeting?
• Did the employee ask if you had been there before and if you said "No" did they review the business concept?
• Was the employee knowledgeable about products and/or services?
• Did the team work well together?
• Was the employee that helped you friendly and professional?
• Did the employee try to sell you additional items?
• Did the employee check back on you after you either got your food or the product? Or did they deliver your food or product and never return?
• Was the facility organized and clean?
• Were the restrooms clean?
• Did employees thank you and ask you to return?
• How did the customer rate either the quality of the food and/or product and the service?

If you aren't hearing good comments or if you never hear a customer say WOW that was a great experience maybe it's time to get a customer's perspective. You can do this by using a professional mystery shopping company that has experienced mystery shoppers posing as customers like The Hart Experience.

Are you ready to start seeing better business reviews and start hearing positive feedback? Let us at The Hart Experience work with you and your team to make this happen. We are offering a complimentary shop to businesses in the Phoenix area this month. Contact Debbie at 602.717.3271 or [email protected]