TalkShop

How Frequently Should I Shop My Business?

by Ron Welty, Founder & Chief Client Officer When a small business owner is considering a mystery shopping program, one of the first questions they typically ask themselves is, “how frequently should I mystery shop my business?”.  There is no “one size fits all” answer, and some providers may simply tell you, “more”! We believe that it’s very customer-specific, and depends on a few things. Below are some questions to ask yourself when trying to figure this “number” out. What's your goal? Mystery shopping can be used to...

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How To Select A Mystery Shopping Company

by Ron Welty, Founder & Chief Client Officer Organizations often ask, “How do we know if this is a viable company?” when interviewing mystery shopping companies. There are many different factors organizations should take into consideration when making their decision. The biggest factor for many, unfortunately, is money. Too often, companies simply pick the cheapest price upfront and end up paying a much bigger price for it down the road. On the other end of the spectrum are organizations who invest their time and resources to seek a company with whom they can truly develop a long-term...

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The Making of an Effective Mystery Shopping Questionnaire

Intellishop exists to help our clients see their business through the eyes of their customers, and in so doing, find a road map to improvement.  At the most basic level, our process can seem simple and easy. We send mystery shoppers to our clients’ businesses, have them gather information about the business, and then present that information to our clients in an easy-to-understand format. On the surface, that may look like a straightforward task. In practice, achieving worthwhile results is a bit more complicated. We define “worthwhile results” as actionable data that points out tangible ways...

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Post Training Strategies:  Use Mystery Shopping to Know What’s Sticking.

By Greg Dale, Senior Director, Client Development Well trained employees are clearly a major priority for American companies. In 2016, U.S. employers spent more than $70 billion on employee training programs, and more than 40% of that training involved an instructor working with employees individually or in a group setting. For companies with many locations, tackling this priority is more complex. It’s one thing to train employees on how you want them to interact with customers. It’s another to make sure the training is actually being implemented. ...

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Blackout Dates

As the holiday season is now in full swing, you may be communicating to your Client Services Manager that mystery shoppers should not evaluate your locations on specific days. Your employees simply cannot be evaluated when they are at home with their families (whether gathered around a turkey, a fireplace, etc.) and your doors are closed. Mystery shopping programs are often given additional “blackout dates” when evaluations may appear atypical for a number of reasons. Take the recent behemoth shopping day Black Friday for example, which is widely assumed to be a “blackout date” because employees...

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