Mystery shopping has a powerful halo effect on employees: by measuring a staff’s sales skills on just a few interactions, we are able to improve service on many interactions.

I witnessed this effect first-hand recently. We have a new restaurant client, and I’ve been eating there for years.  

From past visits, I know that the staff of this restaurant is very friendly, but also laidback and somewhat hands-off when it comes to suggestive selling. The service is always decent, but not noteworthy.

But their new mystery shopping program has really changed things!

On my recent visit (for pleasure, not business), our server introduced herself to us, made recommendations for appetizers and desserts, and made an effort to check on us often.

I can’t remember ever seeing a manager in the past, and not only was there a manager circulating throughout the restaurant, but she even stopped by our table to check on us.

The atmosphere was more energized and the servers were on their toes and alert. Every employee was focused on the customers.

And these changes are noticeable after only two weeks of mystery shopping.

I don’t consider myself a typical customer (I’m cursed with knowing too much about customer service), but their typical customer will certainly reap the benefits of improved service brought on by their mystery shopping program.