How do your centre staff really perform with customers? Do they provide the service you expect, to ensure maximum membership and services sold? Do they upsell and add value as you hope they would?
We work closely with a specialist company called Shopper Anonymous, who can assist leisure and sport centres to improve profitability by enhancing customer service. They are already familiar with the leisure sector, working with Bannatynes and Serco, plus over two hundred other businesses across the UK.
The mystery shopping process focuses on enhancing customer service and sales opportunities and is supported by a thorough reporting system. The feedback is provided with action plans so that you can use the reports to coach and train your team. Indeed, the process is focused on improvement, rather than chastising staff, for best effect.
The service commences with mystery shoppers visiting your site(s) to, for example, enquire about membership. They would then measure the response, particularly looking at the presentation of the staff and the venue, the standard of customer service and the ability to sell / upsell.
To arrange a mystery shopper scheme, please contact us for further details and/or a quotation on 0845 873 7712 or send us an email.
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