One of our mystery shoppers told us this horror story about her experience with a small pizza chain. Here it is as a guest post.
My most recent best & worst experiences came from the same business - my favourite pizza restaurant. I was recently served by the store owner and was given polite, prompt service in immaculate surroundings. My order was made exactly to my specification and was cheaper than I expected. Also the owner chatted to me in a friendly manner while my pizza was cooking. And the pizza was delicious!
The following week I was served by a rude, abrupt young man who ignored me for the first few minutes. He was untidily attired and filthy dirty. Food was slopped all over his clothes & dough stuck to his hands. The surroundings were no better. The benches were covered in food, as was the floor. My order was wrong and I was overcharged. And the lad argued with me about the price before telling me “STIFF.”
It will be quite some time before I return!
This is a case of “while the cat’s away the mouse do play.” The owner upheld his brand values and high standards but the staff member ignored them and destroyed a customer.
If ever an endorsement of the need for mystery shopping was needed this is it!
Peter Rogers
Managing Director
Shopping Science International