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. Restaurant Sales Rebounding Slower than Retail and Automotive Sales did in 2010
February 2, 2011
Nation's Restaurant News reports that casual restaurants grew sales at 1% in 2010, and projected growth annually for 2011 is not projected to be much higher. Some customers that previously dined out frequently now scale back restaurant visits or limit them to special occasions.Customer Experience Goes Beyond Local or National
February 2, 2011
“Buy Local” campaigns communicate convincing reasons why residents should shop or dine at locally-owned stores, including support of the local economy and reduction of environmental footprint, since buyers don’t have to travel as far to make purchases or dine out. The campaigns emphasize that local company employees usually know your name and make shopping or dining at their business a far more personal and satisfying experience.Confero, Inc. Named Finalist In 2011 Stevie Awards For Sales & Customer Service
January 18, 2011Customer Experience Measurement Firm Recognized In Two Categories
25 Resolutions for Customer-focused Organizations
January 13, 2011-
Speak customer, not industry jargon. Make things easy: don’t make your customer have to understand your business. Industry jargon and double talk don’t get or keep customers. While some disclaimers may be legal requirements, ensure your staff does not go too far. There’s a nice, achievable balance between industry jargon and talking down to a customer.
-
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. 
“Buy Local” campaigns communicate convincing reasons why residents should shop or dine at locally-owned stores, including support of the local economy and reduction of environmental footprint, since buyers don’t have to travel as far to make purchases or dine out. The campaigns emphasize that local company employees usually know your name and make shopping or dining at their business a far more personal and satisfying experience.
Speak customer, not industry jargon. Make things easy: don’t make your customer have to understand your business. Industry jargon and double talk don’t get or keep customers. While some disclaimers may be legal requirements, ensure your staff does not go too far. There’s a nice, achievable balance between industry jargon and talking down to a customer.