Secret Shopper - tanTALK

neon · 06-10-2002, 09:54 PM

I know I have read posts on this before, but I can't seem to find what I need on the search.

Does anyone have a secret shopper come in their salon? I was thinking of asking a few of my better customers to come in and critique my employees. You know, check cleanliness, friendliness, knowledge. Maybe even to make sure they remind them to use lotion, and are not blabbing on the phone when they should be working.

Advise from anyone would be appreciated.

shallee

neon · 06-10-2002, 09:58 PM

Also, how did you compensate the cust. who did this? I was thinking maybe a free session or upgrade and a lotion sample for each time they did this for me. Should I be more generous than that or does that sound fair?

I know I read about this before. Someone stated that they included a stamped envelope addressed to their home to ensure that employees didn't snoop in the mail and see who said what. That seems like a good idea as well.

Nichole74 · 06-10-2002, 11:49 PM

We have them and it works very well. I do need to type a new form for them to fill out though. Such as did the employee smile, was there garbage in the room can, was the employee on the phone, so on and so on. If anyone has a form like this can you send it to me so I can use it to go by?:)

njchica · 06-11-2002, 04:34 AM

the only suggestions I would make about a secret shopper....

it should be a different face every time. You'd be surprised at how quickly the staff can figure out the Secret Shopper. Of course they will NEVER let on to you that they know who it is, because then you'll change the person and they'll have to figure it out again!!

You might want to enlist a "new" person to do a secret shop for you.... let them put your staff through all of the "beginning" explanations, questions/answers, suggestions. If you ask a trusted client who has been with you for a long time, your staff might feel that there's nothing else to say except hello and "what bed would you like to use?"

tangirl · 06-11-2002, 07:18 AM

Neon - Be sure to ask Fungirlz about this. I know that she has talked about this in the past. I'm pretty sure that she's the one that sends a question list to customers homes with a return envelope.

fungirlz · 06-12-2002, 09:51 AM

We have secret Shoppers every 3 months..
I choose about 5 of our best clients who I know will honest.. I send a cover letter explaining what I want them to do and thank them in advance for their HONEST OPINION..
I have a survey they fill out.. and rate the questions on a scale from 1-10.

The secret shopper does NOT sign the sheet.. they pop it in the mail to me in the self address stamped envelope I provide with the survey that is sent to their home.

For being my secret Shopper I give them 3 free tans in the Mega..or Solar Wind..

The tans are put on their package when I send out the survey..
The staff has NO IDEA who is spotting them..
I don't know who sent which survay to me.. as I want them to be honest.. so it is unsigned

I have the survey sent to my home..so the staff doesn't get them..read them and if a problem was mentioned..the survey may get lost..

I discuss each returned survey with the team..

Example:
make up 10 questions..
Each time change some of the questions..
Ask though what time they were in..Date.. who was on duty..
Was a new lotion suggestd?
Did team member suggest you try a upgraded unit?
Was the front desk neat and tidy?
Were you given 100% attention?
Did they show you a new product?
Were you greeted with a warm friendly smile?

I ask sometimes our Secret Shopper to get ready to tan..then open the door and ask if they should tan today because they just took an anti-biotic.. how was that handeled?

Use your creativity when making up your questions..
I like to know if the staff called them by name upon leaving..

Was the bathroom CLEAN and well stocked?

Did the team member suggest they the guest schedule a skin treatment..?

There was a thread on this awhile back.. let me see if I can find it..
It could have gotten deleted.. like the Mission Statement.. I hate that delete button!!!!
Let me see if I can find it for you.

Love,
Chris

BooBop · 06-12-2002, 09:59 AM

Man, Chris you cover it all don't you girl. Very good. And I wish we could find that mission statement too

fungirlz · 06-12-2002, 10:05 AM

Shame isn't Mitzie..when poof...it's gone....

Things that make you wanna go WOW!!
I have a copy of the latest survay..if you want it sent to you let me know.. you can use it a guideline..and make up your own..
C

BooBop · 06-12-2002, 10:43 AM

Chris I would love to have a copy. You could fax or mail to me. Let me know which.

neon · 06-12-2002, 10:20 PM

Thank you Thank you Thank you!!

This is just what I was looking for, and yes I would also like a copy. Email or fax both are easy for me, I was thinking that I would like to implement this in my salon as well.

shallee

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06-10-2002, 09:54 PM	#1 (permalink)
neon Join Date: Oct 21 2001 Posts: 667 Rep Power: 23	I know I have read posts on this before, but I can't seem to find what I need on the search. Does anyone have a secret shopper come in their salon? I was thinking of asking a few of my better customers to come in and critique my employees. You know, check cleanliness, friendliness, knowledge. Maybe even to make sure they remind them to use lotion, and are not blabbing on the phone when they should be working. Advise from anyone would be appreciated. shallee

06-10-2002, 09:58 PM	#2 (permalink)
neon Join Date: Oct 21 2001 Posts: 667 Rep Power: 23	Also, how did you compensate the cust. who did this? I was thinking maybe a free session or upgrade and a lotion sample for each time they did this for me. Should I be more generous than that or does that sound fair? I know I read about this before. Someone stated that they included a stamped envelope addressed to their home to ensure that employees didn't snoop in the mail and see who said what. That seems like a good idea as well.

06-10-2002, 11:49 PM	#3 (permalink)
Nichole74 Join Date: Feb 11 2002 Posts: 276 Rep Power: 23	We have them and it works very well. I do need to type a new form for them to fill out though. Such as did the employee smile, was there garbage in the room can, was the employee on the phone, so on and so on. If anyone has a form like this can you send it to me so I can use it to go by?:)

06-11-2002, 04:34 AM	#4 (permalink)
njchica Join Date: Mar 17 2002 Posts: 674 Rep Power: 23	the only suggestions I would make about a secret shopper.... it should be a different face every time. You'd be surprised at how quickly the staff can figure out the Secret Shopper. Of course they will NEVER let on to you that they know who it is, because then you'll change the person and they'll have to figure it out again!! You might want to enlist a "new" person to do a secret shop for you.... let them put your staff through all of the "beginning" explanations, questions/answers, suggestions. If you ask a trusted client who has been with you for a long time, your staff might feel that there's nothing else to say except hello and "what bed would you like to use?"

06-11-2002, 07:18 AM	#5 (permalink)
tangirl Join Date: Jul 6 2001 Posts: 1,875 Rep Power: 23	Neon - Be sure to ask Fungirlz about this. I know that she has talked about this in the past. I'm pretty sure that she's the one that sends a question list to customers homes with a return envelope.

06-12-2002, 09:51 AM	#6 (permalink)
fungirlz Join Date: Jan 17 2002 Posts: 4,339 Rep Power: 24	We have secret Shoppers every 3 months.. I choose about 5 of our best clients who I know will honest.. I send a cover letter explaining what I want them to do and thank them in advance for their HONEST OPINION.. I have a survey they fill out.. and rate the questions on a scale from 1-10. The secret shopper does NOT sign the sheet.. they pop it in the mail to me in the self address stamped envelope I provide with the survey that is sent to their home. For being my secret Shopper I give them 3 free tans in the Mega..or Solar Wind.. The tans are put on their package when I send out the survey.. The staff has NO IDEA who is spotting them.. I don't know who sent which survay to me.. as I want them to be honest.. so it is unsigned I have the survey sent to my home..so the staff doesn't get them..read them and if a problem was mentioned..the survey may get lost.. I discuss each returned survey with the team.. Example: make up 10 questions.. Each time change some of the questions.. Ask though what time they were in..Date.. who was on duty.. Was a new lotion suggestd? Did team member suggest you try a upgraded unit? Was the front desk neat and tidy? Were you given 100% attention? Did they show you a new product? Were you greeted with a warm friendly smile? I ask sometimes our Secret Shopper to get ready to tan..then open the door and ask if they should tan today because they just took an anti-biotic.. how was that handeled? Use your creativity when making up your questions.. I like to know if the staff called them by name upon leaving.. Was the bathroom CLEAN and well stocked? Did the team member suggest they the guest schedule a skin treatment..? There was a thread on this awhile back.. let me see if I can find it.. It could have gotten deleted.. like the Mission Statement.. I hate that delete button!!!! Let me see if I can find it for you. Love, Chris

06-12-2002, 09:59 AM	#7 (permalink)
BooBop I love Derf!! Join Date: Apr 5 2001 Age: 66 Posts: 7,766 Rep Power: 28	Man, Chris you cover it all don't you girl. Very good. And I wish we could find that mission statement too

06-12-2002, 10:05 AM	#8 (permalink)
fungirlz Join Date: Jan 17 2002 Posts: 4,339 Rep Power: 24	Shame isn't Mitzie..when poof...it's gone.... Things that make you wanna go WOW!! I have a copy of the latest survay..if you want it sent to you let me know.. you can use it a guideline..and make up your own.. C

06-12-2002, 10:43 AM	#9 (permalink)
BooBop I love Derf!! Join Date: Apr 5 2001 Age: 66 Posts: 7,766 Rep Power: 28	Chris I would love to have a copy. You could fax or mail to me. Let me know which.

06-12-2002, 10:20 PM	#10 (permalink)
neon Join Date: Oct 21 2001 Posts: 667 Rep Power: 23	Thank you Thank you Thank you!! This is just what I was looking for, and yes I would also like a copy. Email or fax both are easy for me, I was thinking that I would like to implement this in my salon as well. shallee

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