When Competition is Fierce, How Do You Incentivize Short Term Employees to Give Top Level Service?
Confero partnered with a US amusement park in the development an exciting mystery shopping program to motivate employees. The park needed a way to engage and motivate the employees when greeting, offering an upsell and thanking the guests.
Confero’s client services manager offered consultation on survey development, prize amounts and types, and communication of the program. Overall, the goal was for mystery shopping to increase success at the amusement parks.
The Confero team balanced scheduling challenges due to unpredictable weather, and kiosks that changed locations within the park. The team also needed a way to communicate with shoppers who were inside the park on the weekends and after hours. Confero overcame these challenges by using its system tools. This enabled the Confero team to make notes on locations and flag those which may change positions. Shoppers were provided the cell phone number of a Confero team member. This team member was available after hours if shoppers needed guidance while in the park.
Mystery Shopping Increases Success at Amusement Parks
Confero mystery shoppers awarded prizes on the spot for associates who gave the correct greeting, said thank you, and offered an upsell!
This program started in 2007 with a few hundred shops and, at first, was only 26% successful. Over the following ten years, the theme park added 50 – 100 shops per year.
Over the years, the amusement parks trained their crew consistently and focused on the three criteria. During the 2016 season when they wrapped up this three question focused mystery shop program with Confero, it had enabled the parks employees to reach a 76% overall success rate. That is a huge improvement!
During these years, the Confero client services manager provided flexible options for program changes. In 2017, they changed the focus to upsells only. That year, with shops totaling over 1,700, they saw a success rate of 80%. In 2019, same number of shops, they hit 86.4% overall success with their program.
Could on the Confero’s spot incentives help train your employees?
