Below is the 2nd excerpt from the customer service chapter of my book.  Enjoy!

You need to hire mystery shoppers.  When you hire mystery shoppers set, up the shop for exactly what you are concerned about, because you could be measuring product knowledge, you could be measuring the sales language, you could be measuring the dress of the employee, the attitude of the employee, if they were attentive, do they smile, etc.

And by the way, mystery shoppers are not just for retailers.  They should also be used in business to business commerce, medical practices, and ANY business that has customer or prospect contact over the phone, or on the internet.  Not just in person.

You should also have people call and ask for things.  Maybe something as simple as making an appointment at your dental office.  Does the person who answers the phone, answer the phone quickly? Are they business-like but friendly when they answer the phone? Are they chewing gum? Are they using slang expressions that would appall you if you were a dentist and your average patient pays you $1,500/year?

If you call in to your business yourself, all you’re going to hear is them give their greeting, which again should be scripted, and as soon as they know it’s you, everything will change.  So hire a mystery shopping service or have a friend call in, but have those conversations recorded so you can play them back.

Recently I had my first appointment with a urologist.  The office was modern and furnished nicely.  The waiting room was clean.  When I was brought in the treatment area I was taken to doctor’s office, not a treatment room.

Initially I think this is a nice touch.  But as I sat, waiting for him, I notice his office is more cluttered than my home office.  There are papers, files, and binders stacked everywhere. That’s OK if you aren’t going to have customers, clients, or patients meeting in your office.

When my appointment was over I was sent to the check out desk.  The young women at the desk was talking to another patient on the phone.  The other patient was obviously irate.  She put the irate patient on hold and talked to another staff member on the intercom in a derogatory manner about the person on hold.

She never should have been answering the phone where me or any other patients could hear their dirty laundry.  Then, when she talked to me, she yawned literally at least 12 times.  Horrible etiquette.

Sloppy desk and untrained staff – does that mean sloppy urologist?  I don’t know but just the thought crossing my mind is not good for that urology practice.

Until next time,

Chuck Trautman