Most managers and customer service representatives want to provide customers with a great experience. However, as time goes on, standards can be lowered. These lowered standards don’t mean that anyone is providing poor guest experiences, but it does mean that employees are not going above and beyond to exceed guests’ expectations.
As you likely know, exceeding guests’ expectations is how you make a lasting, positive impression and retain a lifelong customer. The problem is that is can be difficult to maintain the high standards week after week. Just like in any business, it gets hectic, which makes it difficult to go above and beyond for each guest.
The solution, however, is simple. Exceeding guests’ expectations doesn’t necessarily require guest service representatives to spend an exorbitant amount of time with each of them; as you may know, it requires them to be kind, sincere, concise, helpful, and timely.
When you are expecting a mystery shopper, you likely go above and beyond for each guest to ensure that you and your team get a good score. It might have been difficult to for you to manage your time, but it certainly wasn’t impossible. So, what if you treated every guest as though he/she is a mystery shopper? This would force you and your team to be proactive.
Besides, in this day and age, everyone is a mystery shopper in some respect. The internet allows customers to leave reviews of positive and negative experiences. Of course, people are more likely to share negative experiences online. No company wants bad reviews plaguing its listing in Google. So, in order for guests to share their positive experiences, you really need to surprise them. They won’t give raving 5-star reviews because they were simply satisfied. By treating every guest as a mystery shopper, you and your team will provide them with outstanding service that is sure to surprise and please them.
It can be difficult to identify the level of customer service guests currently receive at your business. To help, we provide customer service assessments. Please contact us today for more information on how we can help you improve your customer service.