Mystery Client
This is a customised consultancy service to enable you to know how it feels to be a client in your business.
This is the perfect starting point for any business wishing to streamline, improve quality and delivery of service. Attention to detail is paramount, and constructive feedback is given in every area of service, from the initial booking call to close of sale.
A detailed written report is discussed with the business owner, outlining and scoring the finer details of all topics of the service such as:
- Booking the appointment
- Meet and greet at reception
- Consultation
- At the basin/styling/colour
- Service – Quality of treatment
- Service – Technical
- Facilities – Bathroom
- Rebooking and Retail
- Departure
During the boom, it wasn’t so important to push re-bookings and retail sales, whereas now it is much more difficult and business owners are focusing more closely on sales and client satisfaction. The whole area of client satisfaction is getting higher priority since the recession hit. Business owners cannot keep an eye on all their staff all the time to ensure clients are getting the best service.
This is not about catching out a staff member. It’s about running a business well. Most companies have training processes in place and this is a good way of seeing whether the message has been getting through.
It also flags issues that may become problems down the line.
The purpose and benefit of mystery client shopping is to provide feedback and show the business owner where they can up their game and ultimately increase turnover by focusing on and improving client satisfaction.
For more information and to get a free consultation use this form to contact Liz McKeon or call +353 86 386 1243.
Testimonials
“I wanted to implement a staff training programme, but I didn’t know where my starting point was. Liz solved this dilemma very quickly and accurately, by highlighting each therapist’s positive and weak areas. This allowed us to streamline training according to our needs, leading to a significant improvement in cashflow”!
Antoinette, salon owner, London
“There is just no fooling Liz. I would have been six months trying to figure out what she was able to tell me after one day. It has allowed me to be objective and look at my business from the client’s perspective, so now I can improve the quality of our service.”
Michael, day spa owner, Midlands
