MYSTERY CLIENT REPORTS
MYSTERY SHOPPER REPORTS
Successful organizations have one central focus in common; customers. It doesn’t matter what the business is we all have customers or clients; success comes to those obsessed with looking after them. This wisdom isn’t a secret, mission statements, annual reports posters on the wall, seminars and team training sessions all proclaim the supremacy of the customer, in fact generally in the U.K customer care has a long way to go before we show our customers how valuable they really are to our business. How is your customer experience? Are all your clients really happy? I mean REALLY. How do you know, 80% of unhappy customers don’t complain they just don’t come back- even when asked how their visit was they still don’t tell you! So how do you measure whether the service you are offering is creating happy and loyal customers .Unfortunately, as I tour the country speaking and working with teams I find that too many clients aren’t getting the care that brings them back into the business. One way to measure this is to use mystery shoppers, but then again most clients that complete a mystery shopper report don’t really know what they are looking for, or want to give a report that is too honest because we don’t like to complain. Ethos offers an in depth mystery client service, having managed for 20 years in the high end hairdressing businesses and passionate about customer care we will look at every area of the service.
MAKING THE APPOINTMENT- The telephone manner, how easy is it to get an appointment offering alternatives.
THE WELCOME- How welcome do you feel.
THE SALON IMAGE – cleanliness, the team, first impressions.
THE CONSULTATION- Is the stylist offering ideas, solving problems.
THE CLEANSE- how good is the shampoo, massage, advice on products.
THE WORKSTATION- Are your clients feeling comfortable and understand what is being done to their hair.
THE EXIT- Do your clients want to come back, how do you know?
This service includes an in depth problems and solutions report, on what is good and what could be improved upon and a one hour consultation meeting with the manager and business owner.
FEE £150
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We will be happy to hear from you. Please use our contact page or if you would prefer to talk, please email us to set up a no obligation telephone consultation.
For your FREE SESSION just email gina@ethoscoaching.co.uk The offer includes membership the Ethos Coaching Circle of Friends monthly updates, a coaching workbook and entitles you to 10% discount on all workshops and events run by Ethos Coaching.Phone: 0208 2204816
Mobile: 07972 638 421
Email: gina@ethoscoaching.co.uk
