One way to ensure that your employees are interacting with customers the way you want them to be is to start a mystery shopping program to gain the customer’s perspective. This article by Tom Brown states that mystery shopping can free you, the company owner, from having to be present, and it can help you identify the areas where more training is needed or the original training was inadequate.
When undertaking a mystery shopping program such as those offered by Customer Perspectives, most businesses choose to tell all employees ahead of time. This alone may result in better employee performance. The kinds of evaluations done by a mystery shopper are then, usually, shared with the entire company, with an eye toward making improvements in individual employees’ performance and in training programs. Mystery shopping provides the impartial view your management may need in order to make sure all employees get what they need to perform at their best.