We have dedicated significant effort to refining our mystery shopping approach for evaluating our managers. By simulating a customer's experience, mystery shopping provides valuable insights into how your employees interact with prospective clients. We categorize our evaluations to cover the entire customer journey, enabling us to pinpoint any shortcomings that may be hindering your RV park's revenue potential.
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Assessing voicemail adequacy:
Begin your mystery shopping endeavor by calling your RV park when you know nobody is available to answer. Gauge the efficiency of your voicemail system. Does it convey a professional message or merely instruct the caller to leave a message in an informal tone?
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Response time:
After leaving a voicemail, monitor how long it takes for the manager to return the call. Prompt callbacks are crucial for customer retention; otherwise, clients may opt for another RV park. Assess your manager's ability to respond in a timely manner.
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Phone interaction quality:
Pose as a potential customer and inquire about the RV park's rates. A competent manager will enthusiastically discuss the park's features, local attractions, and reasonable pricing. In contrast, an unimpressive response might deter customers from choosing your RV park.
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In-person experience:
Enlist a local friend or hire someone to visit the RV park in person. Observe the manager's presence, demeanor, and sales pitch. Sometimes, managers who seem perfect on paper may falter when interacting with actual customers.
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Continuous evaluation:
Consistently mystery shop your managers, addressing any shortcomings and monitoring their progress. Incorporate mystery shopping into your monthly routine and, when necessary, use the results to make informed staffing decisions.
Conclusion:
Mystery shopping can breathe new life into your sales approach. By understanding the reality of your RV park's customer experience, you can determine whether your team is performing like seasoned professionals or underwhelming amateurs. Investing time in mystery shopping can yield substantial returns in customer satisfaction and revenue growth.