Recent Mystery Shopping data has revealed that we need to emphasize to our teams the importance of adjusting their language when speaking
with different age demographics.
Our younger team members use certain words and phrases to connect with prospects from their own generation – it helps them establish rapport and they become ‘relatable’ to the caller, and this is great if the caller is of the same generation!
It is however crucial that these same words and phrases are not used during a conversation with our older age demographic prospects.
By using active listening skills, we can listen closely to the linguistic cue’s we receive during the conversation. Note the language and vocabulary that the prospect is using and even the tone of voice can be an indication.
The answers to your questions and the general conversation will be the biggest cue of all!
In a recent call I mentioned that I hadn’t been near a gym in many years being too busy bringing up a family – in the conversation I mentioned “flexibility & mobility” as being important goals for me (no cue bigger than that one) …… I was amused to hear the team member respond to me with the words ‘cool’ and ‘sick’ and not just once, it was repeated a couple of times over.
Attempt at making a connection or building any rapport score was – nil! Was I interested to find out more about this gym and accept the invitation to Tour? No….
I would agree that there is a fine line between expecting your team to adjust their language but also allowing them to express their individuality. The main goal should always be to ensure great communication and provide excellent customer service but still respecting the older demographic.
Footnote: Today I heard ‘dope’ as a response… Clearly dope in my day and in today’s day has a very different meaning. My kids enlightened me – dope as in excellent or exceptional (for any Boomers, Gen X or even Gen Y’s who may be reading this).
Mystery Shoppers for your business are the key to unlock great potential!
Our mission is to encourage, grow and facilitate outstanding customer service, leading to member satisfaction and increased business.
Our Mystery Shopping program is adapted exclusively for the fitness industry and your unique business requirements. We will give you the best corrective feedback and data. Each report you receive will provide super useful information for your business. Our reports will enable you to have transformative insights and determine priorities that allow our clients to take action, to affect positive change and drive improved business performance.
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Consider making mystery shopping an ongoing part of your overall company initiatives to develop real awareness of customer service and reinforce your sales!
Experienced and results orientated Lisa delivers exceptional customer service, reflecting her commitment to her clients’ success. She combines a warm, compassionate personality with steely determination and focus. Lisa’s early experience working in Media followed by her career in the Real Estate Industry that spans over 25 years is where she has honed her Sales, Marketing and Customer Service skills. Dedicated to her clients’ success shines through in her everyday approach and she is both passionate and proactive with a genuine knowledge and belief that Mystery Shopping can make a huge difference in your business. Lisa is an avid bibliophile and works as a writer and editor in her spare time.