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There are several common elements to successful shopping programs. When planning a shopping program, don't stop at creating the questionnaire and figuring out how many transactions will be required. Ask yourselves, 'what are we going to do with the results when the tabulation is completed?' 'How do we encourage and reward the positive behaviors?' 'What do we do to correct the problem areas?'
Remember that shopping is part of an atmosphere of service quality at your bank. Make service important by including it in the way each department works with each other. Don't just talk about service. Live it by making it a part of everything your employees come in contact with during their workday. Put service standards in their job descriptions and make shopping part of their evaluations.
Throw parties, publish newsletters, or provide recognition by upper management. Always reward and acknowledge good shopping behaviors publicly. Improve deficiencies privately and temper corrections with encouragement for the good that has been accomplished.
This will only cause employees to look upon shopping as "big brother watching." When shopping is used as an incentive, employees will buy into the concept and look forward to the opportunity to prove what they are capable of doing.
Without communication and feedback, employees cannot understand what you expect of them.
While this is a temporary promotion, it is obviously a good incentive for the tellers of this bank to exhibit the behaviors stated on the jar, since they all begin with the potential to earn $ 50 and every lapse is a dollar lost to the teller.
Keep in mind that at your bank there are two important groups of people you need to impress and inspire: your customers, absolutely. But equally important to your employees. So remember, it's what you do after mystery shopping that counts.
Category: Shopping OnlineSome Mystery Shopping Program Reminders was written by:Author:Reggie AndersenAdded: Tue, 10 Apr 2007 17:18:01 -0400 This Article Has Been Read 444 times View all Reggie Andersen's articlesAbout the Author: Get the scoop on adware, malware and spyware issues as well as how to protect your PC from intruders at: http://www.adaware-resource.com Adaware. |
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