.SERVICES
i-SPY provides restaurants and other hospitality and service driven businesses invaluable insight to view their operation through the eyes of their guests. Our custom reports — available
"24/7" on your own pass code-protected Internet webpage — may include detailed narrative analysis, easy-to-employ recommended strategies, numeric grading, trending reports, and MP3 audio files of telephone administrators so you may hear how your future guests are spoken to during phone calls.
industries we serve
No matter the industry, quality assurance
evaluation is a key to ensuring employees perform tasks
according to company guidelines and strategies, and thus
fulfilling department and company goals.
Reasons to invest in a quality assurance "mystery
shopper" program
Businesses invest in construction,
architectural planning, rent, managers, décor, advertising,
public relations, and countless other tangibles—all of which
serves to attract guests. Quality assurance is a means of
maximizing service and sales performance and retaining
guests.
• Service is the issue
most often cited by guests when speaking of a memorable
experience—good or bad. If a guest has a negative
experience, there are countless establishments eager to
earn their business.
• Word-of-mouth advertising is the number one source
of restaurant referrals. 95% of your guests will never
communicate a negative experience to an employee; they
just won't return to your establishment. Moreover, one
unhappy guest will tell eight to 10 others of their
negative experience; each of those 10 will tell five
additional people.
• It costs 5X as much to attract a new guest as to
keep an old one. You will reduce advertising
expenditures by providing the best possible experience
to those already frequenting your establishment.
• Your employees, aware their next guest may be a
"mystery shopper," will work at an increased level of
performance.
• With quality assurance reports as part of your
ongoing employee training program, your staff will have
a better understanding of their expectations, which will
ultimately reduce the cost of hiring and training new
employees.
• Your employees will earn more money via our
recommended sales strategies and learn ways to enhance
the experiences of their guests, which leads to a
happier and more productive working environment.
Our custom reports may include detailed narrative analysis,
easy-to-employ recommended strategies, numeric grading to
chart performance, trending reports to chart progress, and
MP3 audio files of telephone administrators so you may hear how
your customers are spoken to during phone calls. For a
sample quality assurance report that will suit your
company’s needs and help meet its goals contact
Marc Kravitz. |
