There is this very famous Italian restaurant in Podgorica, always good food, good service. People are always smiling to you and I always get pleasure to eat in this restaurant. At the end you generally get a free desert, coffee or a drink.
I was there for lunch a few days ago with some people. Actually we were 3. We all head a full course but my main dish was late, the owners apologized saying that my food will be 5 minutes late.
So far so good but I did not get my food for quite awhile, others were almost finishing. I was hungry and very upset with the service. I was waiting for the others to finish and wanted to ask for the bill and leave without eating.
At this moment my food came, I have to honest it was delicious but I was still upset.
Finally I asked for the bill, I got it, it said ON THE HOUSE.
All my temper was down; I was even embarrassed about my feelings. They did not have to do that.
THIS WAS A GREAT WAY TO CHANGE AN ANGRY AND FURIOUS CUSTOMER TO A LOYAL ONE.
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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