Positive communication

The success of a Mystery Shopping program greatly depends on the way the program is communicated to the employees. It is very important to get the buy-in of all staff and directors.

The first step should always be to share what mystery shopping is and what specific goals are being pursued. In the past Mystery Shopping has been perceived as a negative way of controlling people. It is therefore vitally important to bring employees up to date with the real purpose of the project how mystery shopping has changed - and how mystery shopping will be used positively to help in improving general and specific service standards within the business.

AQ Services International can work with the client to provide a wide range of communication tools on paper or electronically reflecting the client`s own corporate image. Examples are:

• What is Mystery Shopping?
• What are the goals of the program?
• What will be asked of the employees?
• Who are AQ Services International?

The purpose of providing this information is to widen the knowledge of employees and to make them comfortable with the desired action that is required. This will then lead to faster and better improvement of results.