Tuesday, August 25, 2009

Secret Shopper

Large corporations often use “secret shoppers” – employees posing as customers – as an objective way to see just how well their customer service is actually performing. Why not ask one of your customers to be your secret shopper? Create a list of print buyer processes, from sales, quotation, prepress, proofing, presswork, bindery, finishing, etc., right out to final delivery. Ask your secret shopper to evaluate your company’s performance (below average, average, above average) in each area. In particular, ask them to note how your performance compared to their expectations, as well as your competition, at each phase of the process. A gift certificate for dinner or a modest discount on their next print order might prove an effective incentive.

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