We have taken on a new client who has medical aesthetic clinics. Before we even managed to fulfil our first visit, we discovered that WhatsApp enquiries weren’t being responded to and phone calls were not being picked up or followed-up.
Our client was pretty disappointed. But they shouldn’t be: Humans are, in general, pretty lazy. If we weren’t, we wouldn’t have invented farming and the internet. That neither have, in the long game, reduced work levels or stress is an irony for a whole other debate.
And then there is ‘work ethic’. I remember my parents, and my parents’ parents, moaning about the poor work ethic of the young. Each generation blaming the one before. But ‘work ethic’ in terms of resilience to hard physical graft appears to have made way for the need of resilience to mental work ethic. It seems that mind goes before body these days. And, if our increasing waste band is anything to go by, the proof is in the pudding, so to speak.
But what has this to do with mystery shopping? Firstly, business owners don’t see what’s happening ‘on the floor’. We no longer hover over our teams watching their every move. Tech has enabled our physical removal for a large part of our work. Secondly, it’s not great for morale (sorry ‘mental health’) to issue corporal punishment for oversights, misdemeanours, or idleness. Fear doesn’t work anymore.
Using a third party to highlight the importance of following procedures and of working together to create better workflow, takes away the need for authoritarian management and blame culture. Mystery shoppers don’t have any emotional investment in the business, and they are not biased. They are there to simply say what their experience was as a customer. We are your eyes, your ears, your consultants and your business development specialists.
So, our client, should give themselves a pat on the back, because, by investing in our services, they have prevented further review leakage of possibly thousands and thousands.
If you would like help in improving your customer service and increasing sales please don’t hesitate to get in touch with one of our friendly team.
