“When Performance Is Measured, Performance Improves”

	It takes months to gain new customers and only seconds to lose them.
	If your customers have a Bad Service Experience-They won't tell you- but they will tell their friends, and they won't come back!
	It costs up to 5 times more to attract a new customer as it costs to keep an existing customer happy and coming back!

Our Quality Assurance Program can be implemented for a fraction of

your advertising budget.  It pays for itself many times over in terms

of increased revenues and repeat business. You may be asking the

question, “can I afford to implement this program?”

A better question may be,

“ Can you afford not to have this program?"

 "How much is it costing to not have it”?

 Poorly defined expectations will result in inconsistent performance

and quality.

     If you don’t know where you are going, how will you know when you get there?

        If each member of your service staff doesn’t know “Exactly what is expected

        of them” how can they consistently perform?  Our Quality Assurance program

        helps you establish and communicate your “sequence of service” and

        associated standards to each member of your staff – company wide.  Each

        time an evaluation is completed, it reinforces those standards and turns the

        attention to the areas that need attention. Most of our clients have implemented

        our evaluation forms into their orientation as well as ongoing staff training.

  You must “Inspect what you Expect”.
    You must keep score in order to know if you are winning or losing.

       Can you imagine participating in a sports event and not finding out the score

       until the end of the game? If you don’t have a consistent, objective and on-going

       system to Inspect  and Measure your sales and service efforts how will you

       catch problems early and know where to focus your training resources?

        Our Quality Assurance programs provide on-going inspection, measurement

        and feedback. We inspect, score and track dozens of performance criteria

        for you both currently and historically, along with variances and trends. Our

        company wide ranking and comparison reports allow upper management to

        identify problem operations in moments. You can monitor 5 stores or 500

        stores in a matter of minutes so your energy and resources can be focused

        where most needed.

        Imagine being able to select any performance standard in your company, for

        an individual store, region or company wide, and know how you are doing in

        the current month, prior month, for the quarter and year-to-date within

        minutes. For example:  What percent of the time are our servers specifically

        mentioning desserts?

         Also imagine being able to get that specific information from our website,

         any time, day or night, from anywhere with an Internet connection with

         your personal UserID and Passcode to our secure web site.

    Key Features of Our

Secret Shopper Quality Assurance Programs

     Scheduling shops, inputting reports and report processing are all done through

        the Internet.
     Reports are electronically generated and scored. This means typed, legible

        and accurately scored reports.
     Report data is maintained in a database, enabling sophisticated reporting of

        current and historical results.
     All reports are reviewed by our staff to ensure complete, accurate and quality

        reports.
     Reports can be viewed and printed by our clients through our secure Web Site

        with a Standard Internet Connection and Microsoft Internet Explorer Browser

       (widely available and freely distributed).
     Managers can be assigned a UserID code and Passcode that will enable them

        to view ONLY the reports and locations they are authorized for.  For example:

        A regional manager can be set up to access all reports for his/her region.
     Reports can be printed on a laser printer or in color (see samples) from our

        web site or from an emailed report attachment.
     Reports can also be emailed, faxed or mailed.
     We regularly use and encourage the use of e-mail. However, we are always

        just a toll free phone call away for our clients whenever you need us.

    We will customize our program to reflect your service and quality criteria.
    In addition to tracking Service, Food and Ambiance categories, we can set up

       and track up to 6 additional subcategories with separate scores and charts i.e.

       Suggestive Selling, Hostess, and Manager Presence etc.
    YTD totals can be reset at the end of your fiscal year or can reflect a 12-month

       rolling average.

  Our evaluators are carefully selected and receive on-going training. They are

       required to have Internet access so that reports can be completed timely and

       accurately.
    We can easily perform timely and professional evaluations anywhere in the

       United States.

        Benefits:

Measures your performance in the areas of:

                 Hospitality & customer service.
                 Suggestive selling of goods and services.
                 Products - quality, appearance, packaging, value etc.
                 Ambiance - Inspection of facilities and surroundings.
                Telephone effectiveness - promoting you and your image.
                Compliance to loss prevention controls and procedures.

                           Objectively "Inspects your Expectations."
             Based on your criteria and company standards.
                From an objective and independent third party.
                Lets you know  how your service staff is really doing.
                Provides valuable feedback from the customer's view point.

        Increases employee Awareness and Accountability.
               Great management tool for all levels of management.
                Helps communicate standards and expectations to employees.
                Provides motivation and incentive to employees.
                Pin points problem areas for training.

     Performance measurements allow you to Keep Score.
               Reports are quantified, scored and tracked over time.
               Analysis reports highlight weak and strong areas.
               It's easy to know if you are winning or losing and why.

                Program is Cost Effective and Affordable.    
               Costs only a fraction of your advertising budget.
               It costs less to keep existing customers than to get in new ones.
               Pays for itself many times in terms of:
               Increased sales, service and quality.
               More repeat business and referrals to friends.
               A more aware and accountable service staff.
 
                                  EVERYBODY WINS!!
               Customer Wins - Increased customer satisfaction.
               Employee Wins - Increased tips, skills and self esteem.
               Company Wins - Enhanced image, sales and repeat business.