Episode Overview

Unlock the power of the mystery shopper method to elevate your business operations. This episode explores how a cost-free audit can provide instant insights into your customer experience and service quality. Learn actionable steps to implement this strategy, motivate your team, and turn valuable feedback into profits. Perfect for home service professionals ready to take their business to the next level. Join host Adam Sylvester and Katie Pearse of Glimmer Cleaning Co. and Glisten Academy.

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Show Notes

• [00:00] Introduction to the episode and guest
• [01:00] Explanation of the secret shopper method and its benefits for businesses
• [02:12] The challenges of monitoring staff performance and maintaining standards
• [03:10] Using mystery shoppers to validate customer experience and improve services
• [04:30] Building a secret shopper list and creating feedback parameters
• [06:22] Motivating staff through structured feedback and performance incentives
• [09:19] Addressing fears of feedback and starting the mystery shopper program
• [10:37] Steps to set up and implement a secret shopper system
• [12:02] Designing effective evaluation forms
• [14:02] Maintaining a high level of quality by using Jobber for customer profiles
• [15:42] Evaluating the entire customer experience with mystery shoppers
• [16:44] Frequency and scale of mystery shopping in different business contexts
• [19:10] Providing customer feedback for staff to reference
• [20:06] Addressing complacency in both staff and clients over time
• [22:25] Financial and operational advantages of mystery shopping over traditional management methods
• [25:27] Ethical responsibilities of maintaining service quality as a business owner
• [28:22] Adam’s Key Takeaways: Get started today, give test answers to technicians, and checklist matches client form