Let me be crystal clear: do not record incoming calls, walk-ins, or price presentations with real prospects unless you have their explicit permission.
And by permission, I don’t just mean a nod. I mean either audible consent or written consent. Even in Queensland where the laws differ, I would still be nervous without that protection. Recording prospects without consent is a minefield, a legal minefield you don’t want to step into.
👉 Trust the Process
When our mystery shoppers visit clubs, they gather plenty of data:
→ How the interaction felt
→ What was said
→ How follow-up was handled
→ Where the strengths and weaknesses are
That information is more than enough for you, as an owner, to reward, recognise and train your staff. You don’t need recordings to measure performance, the reports give you all the insight you need.
👉 Our Philosophy on Mystery Shopping
Our job is not to “catch people out.” On the contrary, we would rather report 50 top guns in a month than struggle to find three or four poor performers.
The purpose of mystery shopping is to:
✔️ Recognise great performance
✔️ Identify opportunities for training
✔️ Provide owners with accurate, actionable feedback
It’s about building people up, not tearing them down.
👉 If Trust Is an Issue…
If you don’t trust your mystery shopping company to give you quality reports, data and feedback then the issue isn’t with recording. The issue is with the provider.
In that case, maybe it’s time to change to a mystery shopping company you can trust.
👉 The Bottom Line
Recording prospects without permission is not only unnecessary, it is also dangerous. Trust the process, trust the reports and focus on using them for what they’re designed to do: Reward, Recognise and Shape Training.
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.