DU’MARY MYSTERY GUEST (DMG) PROGRAMME “see the quality of the customer service through service intelligence… the key to service success”

DU’MARY MYSTERY DU’MARY MYSTERY GUEST (DMG)GUEST (DMG)PROGRAMMEPROGRAMME

““see the quality of the customer see the quality of the customer service through service intelligence… service through service intelligence…

the the keykey to service success” to service success”

What is the DMG Programme ?

How many customers did you How many customers did you lose lose today?today?

If you do not take care of your customers,If you do not take care of your customers,your competitors will!your competitors will!

DMG is the practice and use of pre-trained, DMG is the practice and use of pre-trained, professional and qualified staff to anonymously professional and qualified staff to anonymously assess your service-oriented business at location assess your service-oriented business at location by observation, survey or simulation.by observation, survey or simulation.

Customer ServiceEnvironment

DMG Shoppers visit your retail location

007 incognito. They blend in with other customers, in order to gain insight into the true customer service environment.

The findings are then promptly reported to DMG…. Followed by reporting back to your company

Why do I need On-Site Monitoring?

A positive impression leads to a bond between the consumer and the concept.

This bond leads to a transaction that contributes to immediate short term growth

and has the power to create a relationship that can last a lifetime!

Key Benefits of DMG

Customer Retention Improve Customer Service Increased Sales Reward staff and management Operational Confidence Ensuring outlets are complying with

established guidelines

Customer Choice

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Word ofMouth

Location Pickedrandomly

Advertising Not Sure

Customer Choice

Customer Loss Preventable?

5 top reasons for customer loss:

Quality of Service received…..38%

Quality of Products received…25%

Quality of Environment………16%

Price Factor……………….….12%

Miscellaneous….……..………..9%Source CRG Research study

Customer (dis)satisfaction

Research reveals that 9 out of 10 dissatisfied customers will stop visiting a location without registering a complaint.

They will however, tell between 9 and 12 other people negative things about your business within 30 days. When you figure the math, you realize how powerful “word of mouth” really is.

Unfortunately, research shows that less than half that number tells others about positive experiences.

What is YOUR customer’s perception?

What you can expect from DMG

The uniqueness of DMG is the dedicated, professionally selected pre-trained staff (SPEED)

Utilization of state-of-art methodologies and technology (TECHNOLOGY)

Cost-effective standard packages (AFFORDABLE)

After-audit services: TSQM training programs, rewarding programs, TCRM and other marketing support services (ONE STOP SHOPPING)

ALM PR Agency and Consultancy (QUALITY)

What you can expect from DMG (cont.)

As it is affordable: regular audits (e.g. quarterly, monthly) can be conductedto keep up with the trend…

instead of yearly Off-the-shelf packages per industry DMG Shopper can turn into one of your

new customers Card membership for ALM/Du’Mary staff

for more sales revenue

Privacy Policy All information supplied by you will not

only be treated with the highest degree of professionalism, but also in the strictest confidence. Under no circumstances is any information supplied by you or any representative of your company released or knowingly made available to any third party. At DMG , we not only respect, but

protect, you right to privacy.

Our Services Evaluations Follow-up Check and Balances Tape Recording/Video Shopping Incentive Programs Corporate Sales and Customer Service

Training Security, loss prevention

Evaluations Custom evaluation questionnaire and specific

scenario are prepared by our standardized and/or by request tailored based on your needs (A current employee policy & procedures manual is helpful in customizing this form)

Scenarios range from simple observations to dining, purchases and returns etc.

"Shoppers" anonymously visit and/or call the business location to interact with employees as a regular customer

Evaluations (cont.) You decide what we evaluate. Common evaluations

are made in the following areas:

• Quality Of Service• Attitude• Appearance Of Staff and Site• Service Time• Loss Prevention• Cleanliness• Overall Perception• Sales Skills• Merchandising

Evaluations (cont.)

Each question, category and overall report are scored based on your operational standards. As an example, a "Greeting" can hold a higher score value than "Cleanliness". Therefore, besides our standard package, we can custom tailor each overall report to your company requirements.

An overall unbiased perception is recorded in detail. Reports usually include both factual and opinion based narratives.

On-going feedback is provided to benchmark performance from a customer's perspective.

Recording Visit Through advances in micro audio and video

equipment, DMG Shopper is able to provide you with actual recording of your shops. Shoppers are outfitted with concealed equipment

Shoppers are briefed on the equipment and receive direct instructions on their role to assume in order to provide you with the information you desire.

Incentive Programs

Mystery Shopping in itself is a positive training tool and should not be presented to staff as a “policeman” trying to catch them doing wrong.

Instead, we have seen that rewarding employees that score highest on our evaluations has raised the service standards of the rest of the staff.

Incentive Programs (cont.) Some businesses choose not to disclose that they

have Mystery Shoppers, while others use Mystery Shopping for positive motivation.

The best way to get the most out of employees is to recognize their achievements. Monthly recognition programs can be implemented to ensure continued excellence.

DMG Shopper can help motivate your employees by providing award certificates to those individuals that score highest on our evaluations.

Incentive Programs (cont.) Research shows that businesses who share

the Mystery Shopping program details with their staff, consistently score better and achieve a higher service output.

It's a fact that employees who are aware that a Mystery Shopping program is in effect, are more motivated to provide excellent service, since any customer may be a potential Mystery Shopper!

Training Programs

Our Training is targeted and focused, utilizing the weak areas of evaluations as a guideline if necessary.

DMG offers Sales and Customer Service training to help our clients improve their level of service and performance.

Lost prevention and security

Knowing that our Mystery Shoppers may be observing is a strong deterrent for employee theft.

Customer theft is combated by ensuring employees follow proper procedures. Allow us to make suggestions on your loss prevention program based on your own unique needs.

Loss prevention and security Our evaluations can be fully focused and

integrated into any loss prevention program. Are employees following procedure or

contributing to an atmosphere of dishonesty? Are you being pro-active in combating loss due to employee or customer theft?

Loss prevention Mystery Shopping may be added as a separate section to any existing customer service evaluation.

Follow Up

Some people are constantly putting out fires (emergencies) while others always have the ground wet enough to prevent them.

ACT, rather than RE-ACT, by being Pro-Active with your customers. Stop problems before they arise and become part of your company’s culture.

Follow Up (cont.)

Calls are made to customers to thank them for their past business and to inquire about their satisfaction.

Using effective phone personnel, we develop an immediate relationship with the client and encourage them to provide suggestions on how we may ensure their return visit.

As with all of our programs, you decide what questions are to be asked and what areas are to be evaluated. Everything is customized to focus on getting real time results that you can truly use.

Follow Up (cont.)

This service is one of the most pro-active ways of finding your customer's needs and wants. Within a short time, substantial patterns in reporting develop, allowing your company to take confident action.

Follow Up (cont.)

Let our shoppers be your EYES around the world! Management simply cannot be everywhere at once; and when they are around, everyone is on their best behavior. Shoppers blend in with ordinary customers because they ARE ordinary customers. Their collective feedback is a real measure of the service your locations provide.

Checks and Balances MANUFACTURERS CHECKS AND

BALANCES...

We provide reports to manufacturers on how their product is doing in retail stores.

By visiting and "shopping" the location, we can identify how the product is being promoted, how prominently it is being displayed and how skilled the salespeople are in presenting it.

Checks and Balances MANUFACTURERS CHECKS AND BALANCES...

Case study: A large electronics store is receiving special discounted wholesale pricing on a certain brand DVD unit. They are getting a preferred rate because of their salespeople’s recommendations of the player and having a working unit on display for retail customers. The manufacturer wishes to check that the employees are indeed recommending their DVD machine and that the display is up and functioning properly. It would be rather costly and inconceivable for the manufacturer to transport unbiased representatives to these locations. Instead, our shoppers are a cost effective way for you to have eyes around the entire United States.

Awareness

Employees made aware that a Mystery Shopping program is in effect are more motivated to provide excellent service since any customer is a potential “Mystery Shopper”

Reports DMG reports are a valuable tool to assist in

pinpointing challenges and opportunities of both staff as well as management. The report will provide information for management to conduct and improve employee training, trouble shoot problem areas and reinforce staff performance

The Program is an investment in profitability as it identifies positive and negative aspects which need more additional attention

Standardized Package Price Quote STAR Package = Rating audit PREMIUM Package = Narrative detailed report GOLD Package = Wide range of checking points, rather customized

including simulation play and comment space

• All packages are excluding reimbursement cost• Per visit per location