Stakeholder Buy-In! Without it your mystery shopping programme will go nowhere. If you are contemplating mystery shopping be certain to consult all stakeholders – most particularly front-line staff.
No desk-bound manager really knows the difficulties of working on the front-line. And yet many managers setting up and managing mystery shopping never get input from the very people who are expected to embrace the changes.
To get the best response from your mystery shopping programme do the following…
Ask current front-line staff for suggestions on design and implementation of your mystery shopping programme.
Inform new hires and new franchisees about mystery shopping at during the selection process.
Make full disclosure about mystery shopping in employment and franchise agreements.
