As the first point of contact with your customers, frontline service staff can create a lasting impression that could make or break your business. Phil Ryan, CEO of City Diggers Wollongong, has embraced the Mystery Customer Program as one way of monitoring and improving their customer service standards.

“We have been using the Mystery Customer program regularly over the past five years to assess the performance of our reception and gaming staff, as well as the service in our bar and dining areas,” Mr Ryan said.

“Rather than using the Mystery Customer visits to ‘spy’ on our staff, we adopt an inclusive process, sharing the results of the reports with all our staff and making special mention of individuals who have been singled out for exceptional service.

“Occasionally, when areas that need improvement are highlighted, we will discuss specific incidents with the staff concerned. But the benefit of regular reporting is that it shows these are only isolated incidents,” he points out.

By making staff aware of the program and involving in them in the whole process rather than excluding them, it can motivate them to work harder and instill them with a sense of pride in their work.

According to Mr Ryan, “with the Mystery Customer Program in place, staff become more aware of the need to keep premises clean at all times, and treat every customer as if they are being judged… which in reality, they are.”

When you staff begin to take pride in their work and the reputation of their company, a positive impression flows on to your customers, which could give you a distinct advantage over your competitors and contribute to the long-term success of your business.

To see how the Mystery Customer Program can help boost your bottom line, call 1300 601 234 today, or visit our Contact page, to arrange a Free Mystery Customer visit.