Tuesday, August 01, 2006

Poor Leadership = Mystery Shoppers

"Customer service is something that's integral at Eddie Bauer. ... The customers expect it from us," says Lisa Erickson, a spokeswoman at the Seattle-based clothier.

To that end, mystery shoppers hired by an outside vendor visit every one of Eddie Bauer's 380 stores three times each month, she says.

"It is a data point that the store leadership team can use to see how consistent the customer experience is," Erickson says. Feedback is received almost immediately and shared among managers, though no salespeople's names are attached to the reports, she says.

Mystery Shoppers are a great concept for poorly lead and managed companies.

This is a great article on the value to employers and the fun of being a hired spy.

They need these spies-probably more to scare staff into good service habits than for information on service skills-because they have yet to learn how to develop and retain great frontline managers. They have yet to understand the value of a great frontline manager who can get a team focused on sales and service excellence.

A great team focused on winning the Sales Game or the Customer Service game has their own way of making certain customers are highly satisfied. And it doesn't need the corporate office, spies, or surveys.

No comments: