Customer Follow Up / Feedback

 

Ever wonder what your customer thought of your business and the service they received? It’s common for customers to hesitate when asked to write a comment or post a review on the site immediately after they have been in for service. Industry testing shows that customers are much more straightforward and open with their opinions when asked soon after a visit to your business and feel they can be candid with someone outside of the actual shop. Motorhead Marketing can call your customers, as an authorized third party, and ask your customers what they liked and disliked.

Motorhead Marketing knows the value of customer feedback; feedback is one of the best marketing tools you can have. The best way to find out what someone wants is to ask him or her! And that is exactly what Motorhead can do with our Follow-up Customer Service program. Give your customers the chance to help you keep them coming back and referring their friends and family to your shop.

 

Mystery Shopper

 

• Have you ever wanted to see your business through the eyes of your customer? 
• Do they feel welcome when they walk in the door? 
• Is there something specific that caught their attention or distracted them? 
• Were the members of your staff friendly, professional and knowledgeable? 

 

These are questions that are hard to answer when you, the business owner, try to see your shop as a customer might see it. With Motorhead Marketing’s innovative and results-oriented Mystery Shopper and Mystery Caller services, you can see your shop through new eyes.

 

Motorhead Marketing knows the vital importance of testing service levels, processes and systems from the standpoint of an unbiased third party.  It is essential that you have the opportunity to see the way your employees react and interact with your vendors and customers in a natural and everyday manner.  When you, the boss, arrive, your employees are acting in a manner they believe you want and expect them to act.  But what happens when you don’t have your eyes and ears in the room?  Motorhead Marketing can put a professional Mystery Shopper in your shop and/or on the phone so you can experience exactly what your customers experience.  Motorhead can make you a fly on your own wall.

 

Here are a few of the benefits of Motorhead’s Mystery Shopper service:

•  Allow you to see the goings-on in your own shop through the eyes of a professional third party.
• The Mystery Shopper service includes an in-person visit by one of our trained professionals as well as an over-the-phone visit to best highlight the strengths and weakness of your shop’s service and satisfaction practices.
• Our trained Mystery Shopper will complete in-depth surveys for both the in-house and phone visits so you can see with your own eyes where things are working, and where they are not.
•  It’s an excellent opportunity to keep your employees at top form and gives a phenomenal opportunity for a round-table discussion with your staff on the results.
•  Motorhead can even arrange to record the in-house and/or the phone visit for further review and improvement.
• You can do this once or on a more regular basis to see if your employees are improving service levels and implementing the changes you made after the first visit.