One key reason for Owners and Managers to act like a customer and phone their store is to evaluate the customer experience firsthand. By doing this, they can:

  • Assess Customer Service: Understand the quality of service provided by their staff, including professionalism, friendliness, and helpfulness when addressing customer inquiries.
  • Test Communication Skills: Gauge how effectively their team communicates important information about appointments, eyewear, prescriptions, and any other customer concerns.
  • Identify Improvement Areas: Detect areas where the customer experience can be enhanced, such as response time, clarity of information, and overall customer satisfaction.
  • This “secret shopping” approach can offer valuable insights into the strengths and weaknesses of their business, allowing Owners and Managers to make necessary improvements and ensure that their customers receive the best possible service