In last Friday’s email, I talked about the incredibly valuable information you can get from mystery shopping your business. I outlined two ways to mystery shop your business.
The first way was to do it yourself and the second one was to have someone mystery shop your business for you.
I laid out everything you need to do, in detail. In case you missed it, you can catch up here.
Now comes the most important part of the process, handling the feedback and information you learned from the mystery shopping experience.
This is especially relevant if you asked someone to mystery shop your business for you.
Handling feedback from a mystery shopper professionally and constructively is crucial for a fitness business owner. Here are some steps you can follow to effectively handle the feedback:
- Receive the feedback openly: Approach the feedback with an open mind and a willingness to improve. Acknowledge that feedback, whether positive or negative, is an opportunity for growth and betterment.
- Remain professional: Treat the feedback with professionalism and avoid taking it personally. Remember that the mystery shopper intends to provide an unbiased assessment of the business.
- Review the feedback objectively: Take time to thoroughly review the feedback provided by the mystery shopper. Pay attention to specific details, observations, and any areas of improvement highlighted.
- Separate constructive criticism from personal opinion: Differentiate between feedback that is objective and provides opportunities for improvement versus feedback that may be subjective or based on personal preferences. Focus on the constructive elements that can help enhance your business operations.
- Prioritize areas of improvement: Identify the key areas that require attention based on the feedback. Categorize them into immediate actions and long-term goals, depending on their significance and feasibility.
- Respond promptly and professionally: Reach out to the mystery shopper to express your appreciation for their feedback. Thank them for taking the time to evaluate your business and let them know that their insights are valuable. Responding promptly shows that you take feedback seriously and are committed to addressing any issues raised.
- Implement necessary changes: Develop an action plan based on the feedback received. This might involve training staff, improving customer service, enhancing facilities or equipment, or refining operational processes. Ensure that the changes you implement align with the feedback and are aimed at enhancing the customer experience.
- Monitor progress: Continuously assess the impact of the changes you’ve made and monitor customer experiences moving forward. Regularly review feedback from customers, including mystery shoppers, to gauge the effectiveness of the improvements.
- Share the outcomes: Once you have implemented changes and observed improvements, share the outcomes with the mystery shopper. Let them know that their feedback has made a positive difference, reinforcing the value of their input.
- Continuous improvement: Use feedback as an ongoing tool for continuous improvement. Encourage regular mystery shopping assessments to maintain a strong focus on quality and ensure that your business consistently delivers an exceptional experience.
By following these steps, a fitness business owner can effectively handle feedback from a mystery shopper and use it as a catalyst for growth and improvement.
Remember, you only get results when you take immediate action on your ideas.
