Using Kaizen To Improve Mystery Shopping Results.
Companies can use the Kaizen approach to training along with the results of a mystery shopping program to help employees. Small incremental steps would lead to long lasting growth. Note that changes here would be incremental and we are not talking about innovation.
Here, is an example. A service staff was found to be weak in greeting customers – from a mystery shopping result. Using small incremental growth, we can ask the staff to first smile at the customer in acknowledgment. It may not seem like alot, though it would allow the staff to get comfortable. And next the staff would be asked to say good day/morning/evening/etc. Ultimately asking the staff what is the best way for them to greet a customer.
What is essentially happening here is that each incremental step takes very little effort from the previous. It may seem unimportant. What the staff is doing though, is internalizing the training. Getting comfortable with the situation by continuously improving a small step. This in-turn adds value to the employee. Because it is both person and professional growth.
Also, when asking the staff to think of the best way to greet a customer. The staff would be able to take pride in their work. As who thought of a way to greet the customer.