The customer service practice most companies ignore.

 I used to be on a training team along with CC and LT. Our director was Dr. Noswal. We would train 

our sales people, our managers, companies, vendors, retailers, on different aspects of customer business

in todays world. Every group that came into our training center were shocked when they came 

upon customer service #7, and how they admitted they haven't given it much thought.

Customer Service #7- "MAKE IT EASY FOR CUSTOMERS TO DO BUSINESS WITH US"

We see this every day as we interact with customers, retailers (especially retailers), every business

we come in contact with It can ruin a shopping or service oriented experience. 

If we're honest with ourselves, we know that our own company is alsot doing this. You may disagree 

with me and thats fine; but here's a couple of things you can do to bring customer service to the 

surface so it's visible.

# 1- SECRET SHOPPER--A tried and true action that can provide valuable information. This can

be done either in person or by phone.Have someone with zero knowledge call upon a company

and observe how they interact with the shopper. Then have the shopper announce themselves as a

secret shopper at the end of the visit and tell them how they did with a positive spin. Also, have the

company, the day before  the secret shopper test is to occur, spread a rumor that a secret shopper is

 coming or contacting the company the following day.

#2- SECRET SHOPPER WITH A TWIST- The day after the secret shopper visit,

have a second shopper contact the company and do the same visit all over again, but this time, have an 

experienced shopper that know what he or she (better to have the opposite sex the second 

time) is looking for.. This way we can see how they really interact with the customer after

a secret shop visit. Is the company the same as the day before or are they relaxed after 'passing'

the secret shopper test? The information revealed during this second visit will either make us happy

or sad. The second shopper does not reveal themselves.

Either way you have real time information that will help you grow your business.