If you own an apartment complex, you know there are a lot of variables in keeping your tenants happy. But while getting that lease signed quickly or providing good maintenance are important, the most critical time for providing good customer service is actually during move-in. Maybe it’s
Read more →The most frequent objection we hear from doctors about mystery shopping is that it isn’t ethical. Well, that might have been a valid argument until 2008, when the American Medical Association itself went back on it. In June of that year, the AMA’s Council on Ethical and
Read more →Gone are the days of the one-doctor town, where a single doctor made house calls or cared for every family in a 5-mile radius. If you’re a doctor, you aren’t just running a medical practice; you’re running a business. And you need to start treating it like
Read more →Some mystery shops these days require a bit more than just copious note-taking; you may be asked to record your experience in the shop, especially if you’re measuring employee attitude or store cleanliness. Audio and video recordings provide much richer results than their paper predecessors! But you
Read more →Have you ever called a customer-service hotline and heard the recorded message, “This call may be monitored or recorded for quality or training purposes” before you reached an operator? That’s because each state has laws protecting its citizens against being unlawfully captured on video, audio or other
Read more →I hate to be the one to tell you this, but where customer service is concerned, you may not be doing as stellar a job as you think. Here are five ways to know: You’re always working for new business. If you’re always out there trolling for
Read more →When people stay in your hotel, whether they’re there for business or pleasure, they expect a lot from you. They expect quick and painless check-in and check-out, a secure room, comfortable and cozy beds, great water pressure in the shower, and sometimes, even a warm breakfast. Oh
Read more →People often ask me how I got into this profession. (Very few, if any, little girls wake up one morning and say, “Mommy, I want to be a mystery shopper when I grow up!”) So let me tell you a little bit about my path to where
Read more →Staying in a hotel should be a treat for all guests, whether they’re business travelers or vacationers. For them, it’s an opportunity to have all their needs attended to by friendly professionals who live to provide good customer service! They can expect smiles around every corner, clean
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