To really understand what the day to day sales,service and integration experience is like in your club develop a mystery shopping program. Mystery shopping will give you an accurate picture of the level of service potential and club members are experiencing. Clubs spend hours of time developing operational guidelines and processes. Many clubs also spend a tremendous amount of time onboarding and training new recruits however do they “get it”. Do employees actually get trained well enough to execute the operational guidelines. Are your employees actually training with the updated and current processes in place? A mystery shopping program can very quickly identify the gaps in both performance and operational processes.
Here are some popular gaps that have been found mystery shopping in the industry.
Service and Integration
Having an industry specific mystery shopping service provider would prove to be invaluable The gaps that a mystery shop will uncover and bound to help you prioritize what systems need analyzing and what training and development of your people is necessary.
Also known as secret shopping, mystery shopping services provide you with an ongoing monitoring tool to track your clubs’ performance and continuously improve service standards to your team.
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