There is a fish store in Podgorica where you can find all sorts of fresh seafood. Just a regular store.
What makes this store different from the others (not only in Podgorica but many places that I have seen) is; by telephone you can give an order for a certain hour, and they will cook your order AT NO ADDITIONAL COST. This is wow services (with Tom Peter’s words.)
This is one of the most convenient services that a fish store may offer. A lot of them clean your fish, but think; you are buying FRESH-GRILLED fish for your dinner.
If I may say so Tom Peters, this is re-imaging. All you need is a little insight, be a little alert to watch people, to develop a customer service that will put your business far ahead from others.
I will not be surprised if this store will be the first store that will start taking orders on the Internet.
Bravo
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This blog is to support the retail industry in Montenegro, all the posts will be retail and service related as MYSTERY SHOPPER, no brand or trade names will be used. Please feel free to comment on any of the issues, they will be posted upon the approval of the administrator.Opinions stated in the posts are the private opinions of the authors of the post and they do not represent the attitudes of any organization.
What is MYSTERY SHOPPING
Mystery shopping is a tool used by market research companies as a tool to measure quality of retail service. Companies send mystery shoppers to 'act' as shoppers or to legitimately shop in return for some combination of cash, store credit, purchase discounts, or the goods or services purchased. Instructions to mystery shoppers can include a script of behavior, questions to ask, complaints to give, purchases to make, and measures to record, such as time it takes to receive attention from an employee or receive a service, or the responses given to questions.
Mystery shopping is also known as:
Secret Shopping - Experience Evaluation - Mystery Customers - Spotters - Anonymous Audits - Virtual Customers - Employee Evaluations - Performance Audits - Telephone Checks
Source : WIKIPEDIA