1. Involvement of all retailers
/ tenancies
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 | It is important in order for this program to be
accepted in a positive light to involve all tenancies in it's implementation from the
outset. To have the commitment and understanding of the whole of the centre to the
objective behind the program is crucial to its success. |
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| Objective:
" to offer excellent customer service every single time". This will give you the edge over your
opposition. (both opposition tenancies and
centres) |
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| Arrange for all tenancies to be notified that
there is going to be a program implemented to
measure their customer service and to provide a benchmark level for the centre as a whole. |
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| Be sure to make it clear to all of your
tenancies that the mystery shoppers are just another customer
shopping in their store. They are simply
there to take a snapshot of the service being offered during
their visit. |
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| All stores will be visited at random times and
days so as all staff may be included. |
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| Suggest a commitment is made by management of
each tenancy to their staff that no salespersons will be dismissed as a result of any of
these reports. The objective of the program
is to provide some constructive criticism on areas where there is room for improvement and
to then back it up with further training. |
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2. Incentives & recognition
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| Again to encourage viewing of this program in a
positive
light we strongly recommend that an incentive & recognition program is aligned
directly with the results of these reports. |
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| As an incentive we suggest you arrange some
suitable
Gift Vouchers to provide to those stores who consistently achieve above
benchmark results. A $100 Gift
Voucher from a department store together with a letter of congratulations from centre
management will serve as an excellent gesture of your appreciation. |
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| Retail Services 2000 provide Award
Certificates exclusively to those stores who consistently achieve above benchmark
results on each of the cycles of the quarterly program. |
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| Both the Award
Certificate and Gift Voucher Incentive should where ever
possible be presented to the store \ manager in
front of their peers such as at a regular tenancy meeting.
This has proven an excellent means of promoting good will from management
and also an added incentive to get your tenants to attend regular meetings!. Either the centre manager or marketing manager
should present the Awards & Vouchers & offer recognition for a job well done. Recognition should be encouraged to all levels of
store management including any head office personnel via telephone calls, memos, newsletter acknowledgment, etc. |
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3. Counselling & role plays
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| It should also be stated to store management at
the outset that counselling will be offered on each report between centre management &
the store manager. |
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| During the counselling
session with the store manager it would be advisable for centre management to
suggest a role
play as a means of re-visiting the situation and given the benefit
of hindsight explore ways in which the situation could have been better
handled. Then in turn you could suggest to
the store manager that they also role play the situation at a group training
session for the benefit of all salespersons in their store.
This also greatly assists in having all personnel accept the program in a
constructive manner. |
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4. Open feedback
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| Open feedback should be encouraged from the
outset also - explain that all results can be
discussed both with centre management & also with Retail Services 2000 directly if
there are any queries. It should be made
clear that there is definitely an ‘open door’ policy with this program from all
levels. |
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5. Special notes
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| Whilst we can provide you with invaluable feed
back on the customer service being provided by your centre, it is in our opinion of even
greater importance that the results are utilised in a positive and productive manner with
the support of all of your tenancies. This means ensuring that all of your tenancies
including their full time, part time and casual salespersons are involved from the outset. It is crucial that each of them understand
the objective
behind the program is to 'reward excellent customer service'. |
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| As we are in the fortunate position of having
been involved in the successful implementation of this
program into many centres and retailers directly please do not hesitate to contact us
should you wish to discuss the implementation into your company. |
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