The Remains of the Previous Customer Were on the Table, and Other Mystery Shopper Comments
February 2, 2011
Back in the 1980’s, one of our early mystery shopping clients was a McDonald’s franchisee. When our CEO, Elaine Buxton, met with him to discuss our quality review process, she explained that all reports would reflect the utmost professional language. She gave the example stating the review team would change a phrase like “She took her sweet time” to something more professional sounding, such as “She was slow in approaching the drive up window.” That wise client taught us an early and valuable lesson: don’t change the tone of what the shopper communicates in verbatim comments. As he so aptly put it, “I can picture exactly what happened when I read “she took her sweet time”, so keep those types of comments in, please. We learned a lot from that client, including how to guide a quality review team to strike a balance between flavor and tone, content and quality. Confero, Inc. Named Finalist In 2011 Stevie Awards For Sales & Customer Service
January 18, 2011Customer Experience Measurement Firm Recognized In Two Categories
Prepared Employees: Ready to Explain Bank Fees
January 13, 2011
Banks are thinking about imposing annual fees of $25 or $30 on debit cards, according to people familiar with bank strategies. Other banks will increase fees on checking accounts. For example, during 2011, Bank of America will offer four basic checking accounts in some states, instead of three. Three of the four will offer ways for customers to avoid fees, while the fourth, the Essentials account, has an unavoidable monthly fee between $6 and $9. Chase Bank will charge a $6 monthly fee on one of their checking accounts, however, customers can avoid the fee with a $500 or more monthly deposit to the account, or when they use their debit cards five times during the month.Confero CEO Elaine Buxton Finishes Year as President of Industry Association MSPA
January 13, 2011
As 2010 came to a close, Elaine Buxton completed her term as President of the Mystery Shopping Providers’ Association (MSPA), North America. Elaine has been involved with MSPA since its beginning in 1998. Confero was a charter member of the organization.Confero Kicks Off 25th Anniversary 2011!
January 13, 2011We are celebrating a significant milestone in 2011–Confero’s 25thanniversary. Throughout the year we’ll recognize and thank our clients, who are the reason for our growth and staying power, share stories from the “old days,” and feature the number “25” in newsletter articles and other ways. We are excited to kick off our celebration of this important accomplishment with employees, clients and business friends!
Back in the 1980’s, one of our early mystery shopping clients was a McDonald’s franchisee. When our CEO, Elaine Buxton, met with him to discuss our quality review process, she explained that all reports would reflect the utmost professional language. She gave the example stating the review team would change a phrase like “She took her sweet time” to something more professional sounding, such as “She was slow in approaching the drive up window.” That wise client taught us an early and valuable lesson: don’t change the tone of what the shopper communicates in verbatim comments. As he so aptly put it, “I can picture exactly what happened when I read “she took her sweet time”, so keep those types of comments in, please. We learned a lot from that client, including how to guide a quality review team to strike a balance between flavor and tone, content and quality. 
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As 2010 came to a close, Elaine Buxton completed her term as President of the 
We are celebrating a significant milestone in 2011–Confero’s 25thanniversary. Throughout the year we’ll recognize and thank our clients, who are the reason for our growth and staying power, share stories from the “old days,” and feature the number “25” in newsletter articles and other ways. We are excited to kick off our celebration of this important accomplishment with employees, clients and business friends!