Mystery shopper
A mystery shopper is always on the lookout for bad service, but also gets to see some amazing venues and exotic locations. For Shayleen Newman, the perk of working as a part-time mystery shopper is that she and her husband get to experience many things they wouldn’t necessarily be able to afford themselves.
A typical evaluation starts when Shayleen enters the gate to the premises of the retail, medical or hospitality business she’s evaluating. She takes note of the upkeep and atmosphere:
Is it well run? Do staff and clients seem calm and happy? She assesses the facilities; monitors compliance with Covid-19 regulations; and evaluates staff on their friendliness, efficiency and knowledge of their products. These assessments may include video clips and voice recordings, so trying not to be noticed is what Shayleen finds the most challenging part of the job.
The company she works for, RCA Consulting, then draws up a report and gives the feedback to the client. This often results in a blended learning approach for the staff in the form of video tutorials and physical training to improve service delivery.
Shayleen says being a mystery shopper has heightened her awareness of service, both good and bad. ‘I use Hellopeter and Tripadvisor not only to complain but also to make special mention of staff members who stood out.’
FIND OUT MORE Geraldine Johnson (RCA Consulting) geraldine@rcaconsult.com