Trade outlets, builders merchants and plant hire

This much overlooked sector can reap significant rewards from a well planned mystery shopping programme. Granted, it does present some unique hurdles but once overcome, our work in this sector has continued to prove to be of significant value.

As with any male dominated environment, we would recommend the use of recorded evidence such as recorded telephone calls and video recorded visits. Service can (occasionally) be seriously flawed in these environments and it is better to present staff with recorded facts rather than written opinion.

Recorded telephone calls work particularly well due to the fact that so much business is won or lost in this way in these types of outlets. The recorded call is subsequently uploaded onto our web based reporting system so that the reader of the report simply clicks on a link which enables them to hear the call (via Windows Media Player) whilst seeing how the call has scored and how the caller felt about the experience.

Our on-line reporting system allows fast distribution of results and with an increasing number of company's having email and internet access at outlet level, we are able to deliver a fast and efficient programme with instant distribution of results.

We are also able to provide supporting/tracking information that allows your staff to see at a glance:

• their performance
• how this compares to regional/company performance
• how they have performed over time
• where they have gained or lost points (key questions)
• what actions need to be taken to address problem areas

This comprehensive approach leads to a self maintaining system that builds on the staff's naturally competitive spirit, encourages them to improve and gives them the tools to do so.