Statistics have shown that over 90% of your customers will not complain when they are dissatisfied and often you may not be aware of the 10% who do complain. Most of these dissatisfied customers will defect to your competition and will share their negative experience with up to ten of their friends and family. Considering that it costs five times more to attract a new customer than it does to keep an existing one, retaining your current customers is not only essential, it is the lifeblood of your business. A shopper’s report will prevent the loss of your most valuable asset, your hard-earned customers.

It takes years to gain a customer - but just seconds to lose one.
If you don't take care of your customers, your competition will

A US government study shows that consumer research shows that one unhappy customer will tell 8-10 people of their bad experience.  Each of those 10 people, statistics show, will tell 5 more customers about the original bad experience. This means that 60 potential customers are actively turned away when one customer is not cared for by your employees.

MYSTERY SHOPPERS are the "eyes" of your customers. They serve as the principal method to identify those customer service behaviors that need to be reinforced; to provide measurable insight into employee performance; and to formulate a standard by which the outstanding performance of associates can be measured and rewarded.

Trained shoppers enter the businesses anonymously with the knowledge of what the employees should be doing. The evaluator fills out a detailed report of their experience based on the food & service criteria set forth by your needs.

What A Mystery Shopping Evaluates:

• Customer Service
• Sales Techniques
• Product Knowledge
• Food & Beverage Product Quality
• Adherence to Policies and Procedures
• Employee Integrity – the handling of cash & customer receipts
• Cleanliness and Sanitation

Companies use this information as a vital tool to continually improve the level of service being offered, which results in more return customers, more positive word of mouth and eventually an increase in sales and profits.

Sample Question Areas of Shoppers Reports:

• Did the employee greet the customer in a friendly way?
• Was the employee genuinely helpful to the customer?
• Did employee use proper "Suggestive Selling" techniques?
• If a restaurant, was the food fresh and hot?
• Were restrooms clean and adequately supplied?

Companies use this information as a vital tool to continually improve the level of service being offered, which results in more return customers, more positive word of mouth and eventually an increase in sales and profits.

Following the site visit, observations - both positive and negative are noted. The information is then verified and returned back to you in a timely manner. Each shop is a complete report card on your business, customized to meet your needs. It is an in-depth snapshot of what your typical customer experiences. The report shows what your business is doing right and where the business may need improvement.


Most Important Reason for Telling Someone Not to Visit a Restaurant?

68% of your customers who stop buying from you do so because of an attitude of Indifference or rudeness by an employee!!
 

Click Here to read the recently published article: "Taking Service to  New Level.  Mystery Shoppers provide an unbiased look at performance"

MYSTERY SHOPPING SERVICE  -- Our customized report evaluates your restaurant for hospitality/guest relations, salesmanship, cleanliness, employee appearance, food/beverage quality, employee training and cash management. See your restaurant through your guest's eyes. Call now for complete details - 503-449-0356 or e-mail us at profitstrategies@aol.com