20 FABRICARE information about employee behavior and store appearance, exposing both the best and the worst about the customer’s experience. They’re also tailorable to your whims, meaning that you can have a general survey performed, or target specific issues. According to its website, MarketWise Consulting Group, Inc., uses an account manager system, which means that one staff member is responsible for your entire project. This focus allows for in-depth knowledge of your goals and objectives and provides a single point of contact to the Mystery Shoppers assigned to your project. After the visit, your MarketWise contact person will compile a detailed report about the shopping experience at your operation. The report will then be sent to the business owner or manager who requested it, a trove of valuable information about how employees truly treat customers. On top of the specific store or branch report, MarketWise publishes industry-wide Peer Group Data Comparisons twice a year. These Comparisons rank businesses according to the metrics gathered during the Mystery Shopping program and are considered the benchmark for service standards across the drycleaning industry. By carefully analyzing Peer Group Data Comparisons, business owners and managers can get important information about how they stack up against the competition and where to focus their training or retraining efforts. Success in business hinges upon how well customers are treated from the moment they enter the front door until the moment they walk out again. And since success in the drycleaning game hinges upon a repeat clientele, gaining detailed and unbiased insight into how the people who entrust you with their prized wearables are treated is worth the investment. Don’t wait until customers start complaining on an internet review website to investigate a training shortfall or issues with an unmotivated staff-member. With this valuable service from MarketWise, you’ll be able to make sure your customer service efforts are in the best shape possible, no matter if you own or manage one single location or a string of stores. The Mystery Shopper service is available exclusively to DLI members. For more information and to set up a round of Mystery Shopping at your business, email marketing@marketwi.com or call (800) 638-2627. Test Your Customer Service with DLI’s In-Store Mystery Shopper Program DID YOU KNOW? When we communicate face-to-face: • The WORDS WE USE impact 7% of the message • Our TONE OF VOICE impacts 38% of the message • Our NON-VERBAL SKILLS impact 55% of the message DLI’s In-Store Mystery Shopper visits help you pick out the rockstars among your counter staff. CALL (920) 735-4970 FOR MORE INFORMATION. FE ATURE continued from page 19