“Hey I’m one of your mystery shoppers!”.

This is likely what you’ll hear on the street once you begin the Preferred Feedback mystery shopper program. I’m happy to say that I’ve been hearing it for years. Mystery shoppers take some ownership in the success of your business and take pride in the fact that they have helped you with your mission of providing top notch customer service. My natural response is “Thank you. I really appreciate your help!” I can then go on to let them know how seriously we take the feedback and how we reward employees for a job well done.

Are you aware of any other marketing program that creates this type of connection with your guests? One of the best types of marketing is marketing that doesn’t feel like marketing. You are asking people for their feedback and at the same time introduce them to your product and services. People are happy to be rewarded with a gift voucher and you get to see them in your business again when they use their gift voucher. People are more than happy to connect with you in this way, you are building your business, and just the nature of our program goes a long way to creating loyalty with mystery shoppers and all of your guests for that matter. Have fun building your business and making new friends!

PREFERRED POINTER

Make sure you offer a sincere thanks to people who let you know that they have been a mystery shopper for your business. This is your opportunity to strengthen the bond with this guest. In the unlikely event that they share a negative experience… embrace it. Offer an equally sincere appreciation to them for letting you know about something that may be negatively impacting many guests. You can reassure them, that if their experience was noted in their survey, it would have been addressed but you will follow up just the same. Even though their first mystery shopper experience may not have been positive (hopefully their second visit was), your positive reaction to their comments will more than likely bring them back.