We’ve just had a third party complete the mystery shopping for our upcoming BDM competition at PMC and it was FASCINATING to listen to what the mystery shopper had to say on how the candidates performed, if they asked for the business and if they showed value. It got me thinking about how often we take for granted that our customer knows what we’re selling, what we stand for and what our value is - without really providing any evidence or going that extra mile or even focusing on building a relationship rather than just trying to close. It would be great to hear from those that are mystery shopping, and if so, what have you learnt and have since implemented in your business and teams. For those that want to mystery shop but aren’t sure how to get started, it would be great to contribute on this as well.
@rikki mystery shopping is an awesome tool that has been used in every industry forever. We have also been using it in property management to better understand our competitors and our own business. When you do mystery shopping I’d suggest you always do both your competitors and your own business. One of the key components of the msytery shop is to assist in identifying your own point of difference and how you deliver that message to your clients.
Are there any companies that you can get to mystery shop your own business? Or perhaps the platform can fill that space… (I do yours you do mine)
@jeremy with Wendell Property, I would love to have someone mystery shop our team. So, if anyone knows of a company, or wants to do a swap scenario, contact Jeremy. @murrayhome I think you might be keen for this?
@rikki could you share the framework we did for the BDM comp Mystery Shop.
I think that quite often, a team will “assume” that their competitors are doing things a certain way. Their beliefs will often be based around justifying their own behaviour around certain things eg Those guys always discount or throw in advertising, that is why we missed out on that management. This is a great way of destroying myths.
Also, mystery shopping your own team certainly sorts out if everyone is following process. How long does it take to call someone back? How did the receptionist answer the phone? What material is being sent out from the office?
My son works with a retail liquor outlet and the team gets mystery shopped all the time. He loves it! They are awarded points and it is used as a KPI for their store so everyone feels responsible. They look at their depth of knowledge around stock, including specials, how they are greeted when they walk in the store, how the staff member is presented (including name badge), if their tattoos are showing - it is really detailed. As a young person entering the workplace, this has been great for him to understand what the businesses expectations are and is a clear way for him to receive feedback and measure his improvements.
I have done mystery couple of times. What I found was astounding. Not from them but how I do it. I’m sensational if I’m comparing my presentation to the big guys in town. 2 places never even asked my name.
I actually went into their offices and not over the phone. I had to ask for any printed information let alone their fees.
I must do it again to see what’s what around town. I’ll let you know how I go.
Why did I think this would be right up your alley! Haha… We might have to employ you to mystery shop our guys over the phone!