It is such a pleasure to deliver amazing reports to our clients – however it is the less favourable reports that truly test both my resilience and that of my clients.
For me, authenticity and honesty are paramount. I’ve encountered a range of reactions from clients when presenting not-so-good mystery shop reports. It is crucial for me to maintain transparency and provide accurate insights even though they may be challenging to hear.
A common pattern emerges…..
The Initial Shock & Denial:
It can be a tough pill to swallow for any business owner receiving a negative report. This reaction often comes about from a disconnect between their perceptions and the reality that is captured in our reports. It may also be a fear that the results may reflect poorly on their leadership and training capabilities.
The first step to alleviate the fear is understanding the process of mystery shopping, its benefits and how it provides valuable insights, this will help demystify it. It needs to be embraced not feared.
From Defence to Understanding & Acceptance:
We then find our clients do move into another phase – a phase of being curious and wanting to understand the details and the specifics. This is what I call the crucial stage because it opens the door for constructive conversations. Acceptance is the first step for overcoming denial.
Taking Action – Proactive Improvement:
Our most proactive clients take the findings as a call to action. They will interpret and act on the results. Using the feedback and information constructively is an opportunity to enhance your business and is a sign of strong leadership. It is a chance to see your business from an outsider’s perspective and to recognize and highlight areas where your team are dropping the ball.
Role of Authenticity:
The authenticity of our reports based on real mystery shoppers’ experiences helps our clients to accept and trust the feedback. It is genuine – see the report as an opportunity for growth rather than criticism.
Bridging the Gap & Focus on Growth.
Bridge the gap between perception and reality. Engaging with your team, maintaining an open mind to sharing the feedback and constructing a pathway to enhancing and improving the in-club experience for your prospects and your business operations in general. While mystery shopping can be daunting for some – understanding and addressing the fear will help you see its value. Turn the challenges into opportunities for growth and success.
Footnote:
On the flipside – It’s incredibly fulfilling for me to deliver excellent reports, especially to clients who have been using mystery shopping consistently and witness the amazing improvements and results!
Great reports can significantly boost your team’s morale and motivation. When team members see their hard work and dedication reflected in awesome feedback, it reinforces their commitment to providing exceptional service. This recognition can lead to increased job satisfaction and a stronger sense of pride in their roles. I love seeing how our mystery shopping reports can create a healthy competitive environment for our clients.
We are excited to announce that, just a few months into the year, we already have several individuals who have excelled in mystery shopping evaluations and are now contenders for our ‘Top Gun’ Award, to be presented at FitnessBiz in November 2024. We will be unveiling the Top Guns from each state and highlighting the exceptional qualities that set them apart.
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.