How Mystery Shopping can identify the small things so that your customers leave on a high and not on a sigh!
This was my lunch earlier this week. After several attempts to open the ‘sachets of dread’, I went without vinegar. For my life! I don’t know why we still have these tiny packets of frustration. I don’t know the percentage of the human race that can open them, but it must be under 5%, surely.
I don’t know who I blame more when I see these; the supplier or the eatery that serves them. I have eaten in a pub that supplied scissors in the condiment box alongside them. At the time, I thought it was a genius idea but it was probably just relief. 🙃
Last week we stayed in a recently refurbished, beautiful, pub B&B. Breakfast service was painfully slow, with us having to get up to ask for every element that wasn’t readily available: bread, milk, tea, orange juice, sugar etc. When the sugar eventually arrived, it was sugar lumps, plus parts thereof, in a tiny Kilner jar that required fingers the size of a Tinkerbell to extract them. We watched our guest sigh heavily as he struggled to exhume a lump, and a bit, from the tiny jar and wait for it to dissolve in his tea. We burst out laughing at his internal frustration because although it seemed pernickety, the reality is that we all understood exactly how he felt.
It’s the small things that are often overlooked because they seem trivial to the service provider, but they can remain as a lasting memory, and not for the right reasons.
Mystery shoppers identify the small things that matter so that your customers leave on a high and not on a sigh!
If you would like to find out more about how we can help your business please don’t hesitate to get in touch with one of the team.
