The phone is the first impression prospective members will get of your facility! Offering great customer service over the phone is a very effective tool to gain & retain members.  It is one of the first and most important interactions to create a good impression.  Monitoring this experience results in a significant impact on the rest of the customer journey with you.

Mystery Shopping can help you identify whether a prospective member’s telephone experience will encourage them to make an appointment to visit your facility, to call you again or whether they will hang up and never return.

Mystery Shopping will measure your telephone customer service.

  • This includes details (just to name a few):
  • Number of rings before answer
  • Friendliness (enthusiastic, natural & focus on the caller)
  • Basic Customer service (eg: receive the callers name & use it throughout the call)
  • Sales skills / Invitation to visit
  • Product knowledge (able to answer questions & relay information easily)
  • Closing & Thankyou (finishing the conversation on the right note will create a lasting impression)

You must agree that effective telephone communication skills will result in productive relationships that lead to better service and increased sales !

Mystery Shoppers for your business are the key to unlock great potential! 

Our Mystery Shopping program is adapted exclusively for the Fitness Industry and your unique business requirements.  We will bring back the best corrective feedback and data. Each report you receive will provide useful information for your business. Our Mystery Shopping program is conducted with integrity and discretion.

We can help you create solutions to your customer service, your sales and to your employee motivational needs.

Consider making mystery shopping an ongoing part of your overall company initiatives to develop real awareness of customer service and reinforce your sales!

Our mission is to encourage, grow and facilitate outstanding customer service, leading to member satisfaction and increased business. Our services enable transformative insights and priorities to emerge, allowing our clients to take action, to affect positive change and drive improved business performance.