Our Services
We send our experienced shoppers to your designated location to anonymously evaluate the
service, maintenance, quality, and overall shopping experience. more info Whether your focus is on your marketing and sales processes or the physical product itself, we work with you to create evaluation criteria that will produce the most useful information for you. After our shoppers complete the customized evaluation form, we conduct an in-depth interview to collect even more detailed information. Using these insights, you can make changes that have an immediate impact at the point of customer contact.
- Experienced shoppers
- Anonymous evaluations
- Marketing and sales processes and/or
the overall product experience
- Customized criteria
- In-depth follow-up interviews
- Detailed written report
Inspections
We send our qualified inspectors to your designated location to evaluate it from both the
customer perspective and a more in-depth operational perspective. more info
Starting from a list of "basics," we work with you to develop customized standards, so that you get the feedback that is important to you. During Phase I, our inspectors pose as typical customers to anonymously evaluate the customer experience (for example, check-in/check-out processes, amenities, level of service, etc.) During Phase II, the inspectors disclose the purpose of their visit and tour the facilities (inviting the general manager, engineering and/or housekeeping managers to participate), evaluating safety and security standards, and sampling a cross-section of product offerings (for example, different room types). The final report provides you with not only a customer's-eye view of your facility, but also a behind-the-scenes evaluation of the day-to-day operations. This process can be adapted to benefit most any industry.
- Qualified inspectors
- Customized standards
- Phase I: the customer experience
- Phase II: facility audit
- Detailed written report
- Adaptable to any industry
Focus Groups
We facilitate consumer focus groups to assist you in gathering qualitative data. more info
This type of research can be done in the traditional "mirrored wall" setting, or it can be done onsite as customers are immersed in the product experience. This is an exceptional way to test new offerings (for example, new activities, new foods and beverages, remodels, etc.) in their native contexts, and it provides you with immediate satisfaction input, enabling you to prevent customers from leaving with a negative impression of your product. We can then use this qualitative data to structure a quantitative survey for statistical testing. Changes based on such "heart of the customer" insights can make a profound and lasting impact on customer satisfaction.
- Qualitative consumer data
- Traditional or onsite setting
- Test new offerings
- Written summary of findings
- Quantitative surveys based on results
- Direct input from heart of the customer
Training
We design and deliver training to help you create a more robust bottom line. more info
Because your needs extend beyond sales training, we specialize in customer service, management, and quality assurance training, as well as informational sessions to insure that all team members understand your industry. Our custom-designed training process begins with an assessment of your business to determine where training will benefit you the most. We dig deep, working closely with your staff to design programs that address the underlying sources of your needs, not just the symptoms. When implemented, these programs will imbue your staff with a pride of ownership, encouraging them to strive for improvement long after we're gone.
- Provide staff with the knowledge they need
- Create a more robust bottom line
- Custom-designed program
- Customer service, management, and QA training
- Insure that all team members understand
your industry
- Address the source, not the symptoms
- Get staff involved in the process
- See improvement long after we're gone
Quality Solutions
We pride ourselves in listening to the customer—both yours and ours. more info
To that end, we refuse to limit ourselves to the items listed above. We would love to sit down with you and, using our extensive experience, create new and better solutions to help you stop getting by and start getting ahead.
- We listen and assess your needs
- We help create solutions that are right for you
- Our resources can be helpful in any area
of the business
- Stop getting by and start getting ahead
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