Tattersalls mystery shops its outlets and provides feedback on each visit. In the latest feedback we’ve slipped behind our previously average position. The measurement points include: whether the employee serving has a uniform; whether they wear a name badge; whether an up sell is offered; whether they ask if you have a Tatts card. There are plenty more. It is a good process and keeps business owners focused on making sure these things are covered.
In the same period as this last mystery shop we increased our Tattersalls sales by 17%. The Tattersalls rating is based on one visit while our sales growth is over the whole period. Without wanting to dismiss the Tattersalls rating approach, I’d prefer the sales success we have achieved even it means we’re below average on the rating.
Some in Tattersalls would have me believe that my poor rating means I am not a good representative. Smarter ones would say, ignore the ratings, 17% growth is well above average. Keep doing what you are doing.
Asking customers about an up sell is not that important for every sale – employees need the flexibility to be spontaneous. Just go to a Coles petrol outlet and see what happens when you are forced to offer cheap candy to every customer. It’s reverse evolution in action. Humans have become monkeys.