If you are not regularly playing “mystery shopper” in your own business it just might be time to put on the dark glasses and experience your business from your consumer’s point-of-view.
Ask yourself the following questions before and during your evaluation:
1. What is your first impression–not just from a personal encounter but from all communication touch points online and offline? How does this first encounter make me feel? Was I uplifted, frustrated, neutral or apathetic?
2. If you receive your product in the mail or delivery service ask yourself if the delivery was prompt. Did the packaging hold up? Was it too easy or too difficult to open? Was there anything special about the packaging that caught my attention? Was the packaging excessive or lacking in protection?
3. What feelings came up when I open the product? Was it easy to use or complicated? Did the marketing/sales materials match the product and my expectations? How do I feel about the company as a result of this experience? Continuously rate your “feelings and perceptions” on a scale of 1-10. Is your rating continuously high Read more
I need to immediately replace my air conditioning unit–yes, the whole shebang. Why the urgency? I’m in Orlando–can you say 85 degrees plus humidity. Lucky for me I’m a warm weather gal but even I have my limits.
So I’m waiting for the second of the 3 AC services I’ve been in contact with to show up and give me a quote. Which, of course, got me thinking about how businesses communicate…you knew I was going there right?
The first contender, whom I called directly, shows up a few minutes late but he did call a few minutes prior to our appointment time to let me know he was running behind. No points off…he called promptly and I know how things go in labor service.
He explains everything and calls me to come downstairs Read more