All of us want to feel that we run a good business and provide excellent customer service, training, tools and adequate staff to be among the best in our market area. We want to be confident that we know what is going on in our stores. But how do you really know when you aren't there? How are our customers treated, and how well do our employees apply that training? These are tough questions; tough questions that need answers. I recently and unusually visited one of my clients' operations and observed firsthand how staff at his six stores performed up close and very personal as a mystery shopper. Though there were some surprises, it showed a great company with a few issues to address and a lot of which to be proud.
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