TalkShop

The Value of $18

Rather than take a plane to Chicago to meet with some of my clients, I decided that, for fun, I would try the train. (Blame it on my recent visit to Cincinnati’s beautifully-preserved, sickeningly Art Deco Union Terminal train station, coupled with my love for old movies in which motors and planes were less accessible.) While my expectations for this form of travel weren’t abundantly high, per se, I was still kind of excited to try something new. Upon arriving, I got in line to retrieve my ticket. In front of me was a kindly...

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When You Give Your Customer A Lemon…

Before I found my true calling as a Client Services Manager at IntelliShop, I made my living as a fishing guide in the Florida Keys. Being in my small boat with my customers, 8 hours or more at a time, miles from civilization, was the crucible that helped forge my understanding of what it takes to provide superior customer service. Most of the time the job of pleasing my Clients was easy and made easier by cooperative fish, nice weather, and gorgeous surroundings. When nature did not cooperate, my Clients understood that these things were out of my control, and, as...

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Rogue Mystery Shoppers

Many companies choose to employ mystery shoppers and mystery shopping companies to ensure their employees are offering the best and most reliable service they can.  Firms improve the customer service they offer, shoppers earn money, and sometimes employees even receive bonuses based on their performance with these secret shoppers. Sometimes, however, this system works in a different way.  Occasionally, the mystery shopper is not contracted by a mystery shopping firm or even the business entity itself. These shoppers can be self-driven, media-related, or even government-employed. Apple Inc. is known for their brand image and well-constructed products.  Apple...

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No Roses on Valentine’s Day

We have a little flower shop here in Perrysburg.  It's a block from my house, and I buy a lot of flowers and other stuff there.  For the past several years on Valentine's Day, I walk in and buy a dozen roses for my lovely wife Lori.  This year, when I arrived mid-afternoon and asked for a dozen roses, I was told by the lady who's always there, "We're all out" (I think she may own it; she's usually there when I go in, but she's never tried to build any...

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Ron Welty elected Vice President of Mystery Shopping Providers Association Board of Directors

Perrysburg, OH– Ron Welty, president of IntelliShop, a national mystery shopping and customer experience measurement firm, has been elected vice president of the board of directors for the Mystery Shopping Providers Association (MSPA). The MSPA is the largest professional trade association dedicated to improving service quality, with over 400 member companies worldwide. “I am really honored to continue my service on the MSPA board of directors, and to be elected vice president,” said Welty. “This is an exciting year for MSPA.  Business for our member companies is bouncing back very strongly, with clients seeking every advantage...

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