As most of us are aware very few customers will complain directly to the service provider [actually research suggests only 4% will!], perhaps this is why at Office & Training Solutions our mystery guest audit visits are seeing an increased demand.
So what is a mystery guest audit visit? Let us explain…
How does a mystery guest audit visit work?
At a mystery guest audit visit we walk the customer pathway and put ourselves in your customers shoes and look at your business through the eyes of your customer.
At Office & Training Solutions’ all visits are tailored to your business needs and once conducted, we write a detailed post audit report from which you will derive a lot of useful information. This information details complete observations, clear recommendations and appropriate actions for consideration to build on your strengths and address any identified shortfalls within your business.
What are the benefits of a mystery guest audit visit for your business?
- Increased customer satisfaction and a loyal and regular customer base…as well as the advantage of attracting new customers
- Increased sales and thus profit
- Demonstration to the employees of the importance of the customer and their role in building this relationship
- Ability to anticipate the wishes and needs of customers more easily
- Reduction in the cost of advertising
- Supports the planning of “needs driven” service improvements and staff training
Don’t just take our word for it – what do our clients say about their experience?
“I employed Orla Leydon at Office & Training Solutions to carry out a mystery guest visit at our salon, this process provided me with vital, unbiased feedback regarding our customer service and operations with an invaluable insight into our areas of improvement”
Fiona Gallagher, Owner, Sligo Hair Lounge & Beauty Rooms
“Orla at Office & Training Solutions carried out a mystery guest audit visit for us at The Hair & Beauty Quarter. As part of the planning Orla was very conscious of our needs and tailored the audit exactly to the items we needed to be covered e.g. dealing with phone bookings. We found the post audit report really helpful to ensure that all our staff maintains our high standards in relation to customer service, selling skills and staff/store presentation and the audit results also played a huge role in measuring and improving our overall performance”
Muireann O Connor, Owner, The Hair & Beauty Quarter, Sligo
“As a local coffee shop and deli with a reliance on customer loyalty it is imperative that we provide our customers with a high level of customer care. We asked Orla at Office & Training Solutions to carry out a mystery guest audit visit for us and this has proved to be invaluable as a means of monitoring that our high levels of service are maintained. Orla provided us with an objective and clear report which we find a very useful and positive tool on moving our customer service side of the business forward”
Aisling Kelly, Owner, WB’s Coffee House & Deli Bar, Sligo
Remember the 4% – can you really afford not to view your business through the eyes of your customers?
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