Mystery Shops
When used correctly, an effective shop program is one of the most valuable tools for improving performance and ensuring consistency. Our process serves as a “mirror,” reflecting exactly what customers experience when they interact with your staff. We will then work with you to create and implement a plan based on your specific goals. At North Star, our shop product is like no other -- our customers frequently report that each shop is like its own mini-training.
An audio file of the exchange
This ensures total accuracy and permits evaluation of critical components like tone of voice and cadence.
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Quantitative score
Each report will include a score sheet by which the shoppee and management can measure performance. This component makes it easy to track improvement over time.
Action plan
One of the most unique features of our shop product is the motivational, carefully constructed action plan that accompanies it. Our experts will provide detailed coaching for the shoppee, commending areas of strength and highlighting areas of need. Moreover, we will offer concrete and thorough recommendations (with sample verbiage, merchandising tips, etc.) for improvement. These suggestions can be implemented immediately, making positive change easily achievable.
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Experienced consultation
You can rest assured knowing that every one of our mystery shoppers has a background in hospitality sales. The suggestions we make are well-informed and relevant, reflecting our intimate understanding of the complexities of our industry.
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Performance analytics
We provide customized, detailed analytics that make it easy to evaluate sales performance in a variety of ways (i.e., individual, team, market segment, property and by key metrics) that can be used as a measurement tool, as well as a diagnostic tool to guide training and hiring decisions.