Mystery Shopping companies perform undisclosed "Point of Sale Customer Service and Operation" evaluations to help clients determine what it feels like to be their own customer. Mystery Shopping Company’s do not tell our clients how to run their business; instead they give a factual analysis on how the business is being run and more importantly how it is perceived from the most important person - the customer. It is imperative that business owners know exactly what it is like to be their own customer so their efforts to improve can be spent in the areas where the most benefit will accrue. Our reports will give our clients the answers to important questions that would be difficult for them to obtain themselves. Let's face it "when the cats away the mice will come out to play". Certain questions such as; "Are frontline employees giving excellent Customer Service?" "Are employees giving the customer a reason to want to come back or reason to avoid the place and tell everyone they know to do the same"? "Are employees in compliance with the company's policies and procedures?" The evaluations are customized to the client's individual needs.

Participation in our on-going commitment to customer service program enables our company to measure and compare the evaluation results in order to ensure that improvements are being made. Upon analysis of the evaluation reports, we conduct workshops and/or recognition programs in order to improve scores and continue the on-going Basic Success Program. With our combined services, our clients can progressively and proactively attain or sustain optimum success.

Our services are endless and our results are priceless!

Anonymous "Point of Sale" Customer Service Evaluations

• A custom questionnaire and specific shopping scenario are prepared and tailored to match your company's customary transactions for each round of shopping or even each location.
• Our experienced shoppers anonymously call or visit your business location and interact with your service personnel as a regular customer.
• Observations are made in the areas of service time, service attitude, quality and cleanliness.
• Each question, category and the overall report are scored based on your business's operational standards.
• At the end of each shopping period, a detailed report will be provided consisting of: overall score, narrative comments on individual performance and rankings (if more than one location)
• Factual results are also summarized in performance graphs and charts
• On-going feedback is provided to create a system of accountability, which ensures performance using the customer's voice.

Employee Workshops

• A specifically designed training program with content tailored to coach your employees for improved performance to meet your specific company standards.
• A workshop will be conducted at your location to help employees improve in their weak areas. Our most popular program is "How to score high on your Secret Shoppers Reports".

• Monthly Recognition programs will be implemented to ensure continued optimum performance.
• On the spot award certificates will be presented during special promotions i.e.: one-day sales

• A market study report that will highlight the competitions service, pricing and existing specials. This information will allow you to keep your prices competitive and be sure to offer the very best service in your market.

• A personal call from an outside source (Basic Success) will be made to thank your customers for their business and inquire about their satisfaction

• A survey will be conducted to gather the opinions from customers exiting your location

• There Will Never Be A Second Chance To Make A First Impression. Take care of the customer right the first time …if you don't someone else will!
• It costs twenty times more to attract a new customer than it does to keep an existing one.
• Each year millions of dollars are spent on advertising to attract new customers, yet it is excellent service that keeps them coming back.
• Whether products and services actually ever get sold depends on the presentation of products and services provided on the front line.
• Today, with increased competition, customers have the ability to look to other companies when they are not satisfied. The leading cause of dissatisfaction among consumers is usually poor customer service.

• For every one-customer complaint you receive, there were 25 others you never heard about, but everyone else did.
• 91% of all customers who do complain won't do business with your company again.
• 13% of customers who have had a negative experience will tell 20 or more potential clients of their negative experience.
• It costs your company 5 times more to get a new customer than it does to retain an existing one.
• 82% of customers make the decision to do business with your company simply based on the way the phone is answered.

When the basic fundamentals of Quality Service becomes a tradition, there is no limit to the success that can be accomplished

• Motivates employees to provide excellent customer service at all times, with all customers! Employees never know which customer will be the mystery shopper.
• Ensures objective and authentic analysis of store and employee performance. "When the cats away, the mice come out to play".
• Improves telephone performance with all employees. Remember a well serviced call results in a future walk-in customer.
• Helps spot small problems before they become big problems. Proactively prevents "fires", as opposed to wasting time putting them out.
• Gains employee morale and respect, with this comes loyalty and improved overall attitudes.
• Reduces temptation of employee pilfering.
• Increases word of mouth/referrals which in turn decreases the need for advertising.
• The information you receive helps you identify your high achievers on your staff and on the contrary, your employees that could use improvement.
• Information is coming from an objective outsiders point of view, therefore there are no chances of concluding bias results.
• Time spent on training can be targeted only to specific problem areas.
• Your overall sales and business operation should improve because of employees being more conscious about making improvements.

Rates are based on the specific requests of the clients, taking into consideration, the expected volume and frequency of the secret shops and the additional services chosen. After meeting with a client and determining their goals and objectives, a customized proposal will be prepared to meet their needs. The Secret Shopping rates will be based on a per shop rate which will include consultation, planning, scheduling, organization, shopping/evaluating, tabulating results, compiling information into easy to read graphs, charts and written reports including; individual analysis, overall location analysis, comparison analysis, and improvement analysis.

Cost of Program	V.S.	Cost of Losing a Customer
Varies depending on program		Average sale from a customer:   $______ 20 others that heard (-)'s about you    X 20 Total loss of sales = $_____ 13% of customers who have had a negative experience will tell 20 or more potential clients of their negative experience. For every one-customer complaint you receive, there were 25 others you never heard about, but everyone else did. It costs your company 5 times more to get a new customer than it does to retain an existing one.

The purpose of a business is to create and keep a customer. All business activities must be focused on this central purpose.

Profits are a result of keeping customers in a cost-effective way.

The Law of Organization

A business organization is a group of people brought together for the sole purpose of creating and keeping customers.

Every employee must be essential to the functions of the organization.

The Law of Customer Satisfaction

Everyone is in the business of customer satisfaction, therefore the customer is always right.

Successful businesses have an obsession with customer service.

The Law of the Customer

Customers always seek the very most at the lowest possible price.

Proper business planning demands that you focus on the self-interest of the customer at all times.

The Law of Quality

Quality is whatever the customer thinks it is and the customer decides how much it is worth.

Your ability to add value to your product or service determines you success in the market.

The Law of Obsolescence

If it works, it's obsolete.

Every product and service today is already in the process of becoming obsolete by technology and competition

Quotes from Author, Brian Tracy

1. Emphasize the intangibles
2. Be obsessed with listening and communicating with customers and employees
3. Reward and welcome innovation
4. Involve everyone in everything, create a team
5. Simplify and reduce internal bureaucracy
6. Manage, work and lead by example "Practice what you preach"
7. Practice visible management and management by wandering
8. Create sense of urgency in every facet of business
9. Practice and demand total integrity
10. Display a positive attitude at all times
11. Be honest with your employees if you want them to be honest with you
12. Seek out and publicly acknowledge earned recognition, a little effort, goes a long way…
13. Remove some controls while retaining accountability
14. Support each other-build a team
15. Be a daily coach
16. Train, train, train and retrain….