Mystery Shopping has been around for over 50 years employing people to evaluate customer service in businesses. However, Video Mystery Shopping uses VideoShoppers with many years experience of using covert video and audio recording equipment to capture the actual interaction between your employees and customers on video. This is a pioneering service with very successful results. Unlike a conventional mystery shopping evaluations where the shopper has to fill out a very long questionnaire after the evaluation has been carried out, the VideoShopper has one goal in mind. That goal is to video tape the activity which gives you a view of the business from the customer's perspective.
Q. Why should we use Video Mystery Shopping?
Most customers who have unsatisfactory experiences will not complain......they will just never come back. They are likely to tell many others about their experience, who in turn will probably avoid doing business with you. By using Video Mystery Shopping to provide an independent and impartial feedback helps you determine whether your customers' actual experiences are as you intend. Video Mystery Shopping programs can identify areas of training which need improvement and can identify areas of training that are working particularly well.
Q. How can this help our staff?
How many times have you heard people say “I wish I knew what I was doing wrong?” Now they can see how they interact with their customers and what they need to improve. Professional athletes, emergency services, surgeons etc have used video training for many years to analyze and evaluate performance. The ability to self evaluate is critical to success and because video transcends all learning barriers, these staff videos may become your future training videos. Self-evaluation allows for immediate adjustments, empowering your employees to improve their sales closing ratio and service techniques. This then increases morale, customer satisfaction, sales and service results, validating your training investment and increasing your bottom line. Good leaders make people believe in them; truly great leaders make people believe in themselves.
Q. Should employees be made aware of a video mystery shopping program?
Yes, employees that are made aware that the Video Mystery Shopping program has been initiated are more motivated to provide excellent customer service because any future customer is a potential VideoShopper.
Q. Isn't this a little sneaky?
No, the reverse is actually true. Our video evaluations are only conducted after your employees have been informed that a Video Mystery Shopping program is going to be carried out for continuation training purposes. Our visits provide the ultimate in unbiased, objective feedback that is clearly recorded with sound and video, where your staff can self evaluate their performance.
Q. Do employees resent Video Mystery Shopping?
When staff see the benefits and rewards that can come after self-evaluation, you will find that they will look forward to the next time they are ‘video shopped’ to show you their improvement.
Q. What if something happens to your video?
Technology is a great…… when it works. Technical difficulties can occur through no fault of the VideoShopper. This is why we have our “no film, no fee” guarantee. If under any circumstances the video does not meet our quality control standards then the evaluation will be repeated at no cost to you.
Q. How much does it cost?
Video Mystery Shopping evaluations are priced on an individual job basis, taking into consideration duration of the video evaluation, complexity etc. for example, an apartment rental evaluation with the complexities of viewing, discussions about rent, utilities, security etc would be priced differently than a 15 minute evaluation at a fast-food establishment. Your investment is based on the value we bring to you, your company, your employees, and your customers.
Q. We already have security cameras at our business and use a conventional mystery shopping company. Why should we use Video Mystery Shopping?
Security cameras are excellent in any business and although these cameras could be focused to record the physical aspects of the interaction between customer and staff, they are generally are unable to record the audio presentation. And because you are already using a conventional mystery shopping company, this shows a deep commitment to your customer service. But a conventional mystery shopping evaluation falls short of the powerful training tool that your employees can use to self evaluate their presentation and closing skills.
