Use Mystery Shop Results for Good, not Evil…

September 14, 2009

“You can catch more flies with honey.” “A carrot is better than a stick.”

Many experts agree that people are more motivated by positive feedback than they are by reprimands. Mystery shop results that are presented in a positive light are most likely to produce the results you’re looking for.

Whenever possible, take the opportunity to acknowledge contributions. Persuade associates to follow required standards by making it worthwhile. Consider a reward system to encourage the spirit of competition.

That is not to say that poor results shouldn’t be shared with an associate, but using the data as a springboard for a coaching/training plan is a better choice than using it as the first step in a disciplinary action process. Mystery shop evaluations should never be used as the sole basis for an individual’s performance evaluation, as it measures only one point in time by an anonymous shopper. Effective disciplinary action follows a documented history of events.

For the best possible results with a mystery shopping program, we recommend internally publicizing the launch date. Review the evaluation questions with staff members in order to clearly communicate standards and expectations. There will be less resistance to the program when individuals know what they’ll be evaluated on. Then, use the mystery shop results as an opportunity to talk regularly about customer service - describe it, demonstrate it, praise it - the more often you refer to it, the more it becomes part of everyday behavior, and then a habit.

Help associates understand the program is designed to identify opportunities for improvement and increase awareness of customer service standards. By using mystery shop results to help improve performance rather than punish, the program can become a reason to celebrate, rather than an event to dread.

So go ahead, “spare the rod and spoil the…associate” – it may have a positive effect on your business.