Employee Satisfaction = a Good Customer Experience

Ever have a boss you loved to hate? You’d bite your lip when he or she spoke, afraid you might say what you were really thinking. If so, you already understand how employee satisfaction equals the customer experience.

Not long ago, as I shopped at a local discount store, I overheard several employees bashing their boss. Obviously, the ladies did not like their jobs, but they needed the work.

When I asked for help, I received half-hearted service--just enough to get by, nothing more. My customer experience was sorely compromised. Perhaps the boss was difficult to work for. I’ll never know because I won’t be shopping in that store again.

Conversely, I’ve shopped in stores obviously eager to improve the customer experience. The supervisor had a great working relationship with his employees, and it was a pleasure all around. I felt welcomed and valued and received service with a smile.

A good mystery shopping program uncovers necessary information in both these instances. The boss of the unhappy employees doesn’t realize what’s going on behind the scenes. Mystery shopping would reveal it…and explain why his profits are dwindling. Mystery shopping rewards and motivates employees. If they’re unhappy, it can be fixed. If they’re already treating customers well, mystery shopping ensures the retailer’s future.

Employee satisfaction equals a satisfying customer experience. To cater to customers’ needs, it’s not enough to guess. And they’re probably not going to tell you, even if you ask. Like the unhappy employee in the beginning of this story, they’re biting their lips and hoping you don’t notice.

The only way to give customers what they want is to know what that is. And the only way to really know your customers’ unbiased opinions is through mystery shopping.