101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 16
Tangibles: Secret Shopper
Tangibles are the physical facilities, equipment, and appearance of service personnel. Pay attention to the details, and your organization can leave your customers Wowed! You can learn much from others on ways to improve and leave your positive, lasting impression.PURPOSE:
✓ To observe how much other organizations pay attention to the Tangibles
✓ To apply these observations to Tangibles in your organization
TIME: Two meetings—one 10 minutes, one 20 minutes; observation time variesDIRECTIONS:
1. Spend a few minutes discussing those businesses that your associates believe focus on the details of the Tangibles. Some examples of businesses that pay attention to details are Disney theme parks, Wegmans market, and Ritz-Carlton hotels. Ask participants for examples in your industry as well.
2. Explain to the participants that one great way to learn what others do well is to become a “secret shopper.” As was done for the two earlier RATER factors, secret shopping is the goal of the next several days: challenging other service providers to pay attention to the details and observing the results.
3. Ask participants how they will become secret shoppers—what might they do or ask to find out how well other companies pay attention

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