As a motivational speaker for hospitality clients, I often add value by offering secret shopping as a way to help increase their customer scores. I go in as a customer, experience everything a customer would experience, only I am looking for ways to improve the customer experience…and I take pictures. On one of my recent secret shopping excursions, I had great service. I was greeted warmly and sincerely, check. I was offered special items not on the menu, check. I was served with efficiency, quickness, and always with a smile, check check check. Then I went into the ladies room. It was clean, but I noticed something that stood out for me – a small yet important detail. The toilet paper roll was broken! I know, it's not that big of a deal. But, I began to wonder – how long had it been broken? When an employee changed the roll, how long had they been putting the new role in it's temporary home? How many customers went in and actually paid attention to this? I'm not sure of any of these answers, but here's what I thought. If you take care of details, customers notice. And, if you don't take care of them, customers begin to wonder what other details are left undone.
So, when it comes to the old saying 'If it ain't broke, don't fix it', fine. But I'd like to add – 'if it's broken, fix it!' before you get a secret shopper coming in and taking pictures of it!
From your grateful that at least they had toilet paper motivational speaker, Marilyn Sherman