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... any other quality and mystery checks: We provide you with valuable information about your customer's satisfaction and with information that helps you to gain a competitive edge.
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The best business objectives...
... are worthless if not complied with. Whether there is a lack of instruction or rather training of the staff members, or the implementation of the business objectives are impeded by certain factors, the negative effects are directly realized by the customer – whereas the management realizes these effects only indirectly, by loss of sales or image.
Business objective of a restaurant: As soon as a customer has paid the bill and leaves the table, this table is to be cleared and cleaned immediately. Every customer entering the restaurant is to be greeted instantly and escorted to a vacant table.
A customer has paid the bill and is leaving the crowded restaurant when at the same time a new customer enters the premises and sees the just vacated table, the only free table in the restaurant.
The service staff is talking on the phone and is scanning the scene, but stays on the phone for a few more minutes. The service person then approaches the customer, who by now has taken a seat at the only vacant table. Without greeting the customer, the service person grumpily clears the table.
With a smile, the service person walks over to the new customer, greets him in a friendly manner, and escorts him to the vacant table. The service person apologizes to the customer that due to the bustle the table has not yet been cleared. The service person immediately clears and cleans the table.
A travel agency A’s business objective is answering all e-mail inquiries within 24 hours. Answering the customers’ questions has top priority, outranking all other tasks.
A customer sends an e-mail inquiry to the travel agency.
The responsible staff member is busy checking incoming payments and answers the customer’s e-mail, together with all other e-mails received, only after three days. The customer has also sent the inquiry to travel agency B and received a prompt answer. She therefore decides to make the booking with the latter agency.
The responsible staff member is busy checking incoming payments. He interrupts this job every time a new e-mail comes in, in order to answer immediately. (If necessary, he informs his superior about a delay in his actually assigned tasks). The customer has sent her inquiry also to a competitor, travel agency B. The resulting offer however was less attractive. She therefore decides to accept travel agency A’s offer.
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