Competing with the internet is becoming ever more difficult for so-called “brick and mortar” branches. This counts for banks as well as retail stores. How can a branch contend with the convenience of online banking from anywhere and at anytime, for example? The answer: with people!
The foundation of any solid business is its product line. And that’s what the internet can offer customers too – the products. But, the rest of success is built of less tangible materials; a welcoming and warm environment, a friendly smile, a remembered name, and personalized service. Those are the human aspect in business and something only branches can truly offer.
Keeping both products and service strong allows companies to compete with others in the marketplace; real and virtual. This is where mystery shopping is an advantageous tool. Like an annual inspection of the AC unit or the quarterly lawn service, mystery shopping helps companies tune up their branches.
A solid service environment makes the difference to consumers. As a mystery shopper, you’re helping companies give their brick and mortar branches the strength needed to compete with online offers. Nothing beats a face-to-face resolution of a problem, an accurate transaction and tailored service provided with a real smile, instead of an emoticon!