Business

Mystery shoppers help businesses boost service

The Gladstone Chamber of Commerce and Industry’s new crusade is improving customer service.
The Gladstone Chamber of Commerce and Industry’s new crusade is improving customer service. Thinkstock

I KNOW many local businesses have had a difficult time over the past few years competing with businesses based outside the region, or larger businesses coming to the area to capitalise on opportunities that industry brought to Gladstone.

However, things are starting to settle down with the bigger companies, which didn't have the same overheads as local small businesses, starting to leave in search for the next lucrative location.

With this comes great opportunities for local businesses to get back into the game on a more level playing field.

In winning back customers, businesses need to be creative, innovative and provide genuine customer service.

Through our research at the Gladstone Chamber of Commerce and Industry, it is evident that customer service is a high priority when deciding which business to support or which to publically scorn.

It's been interesting to see the difference between what a customer thinks of a business and what the business owners think happens in their business.

The way the phone is answered, the way staff deal with difficult situations, the greetings when customers enter a store - there seems to be quite some disparity.

It seems we need a few undercover tactics to get the real story.

That's where the Gladstone Chamber of Commerce and Industry is stepping up with its support of small businesses.

"Customer Service - It's your business" is the chamber's new crusade - to work with businesses owners to provide customer service training and processes, to work with staff to improve practices, and to work with customers to improve their transactions with our local businesses.

To start the campaign, the chamber is offering a free mystery shopper assessment for any locally owned or managed business.

Results of the assessment will be provided confidentially to the business.

The businesses that scored the highest and that are regularly praised in the community will become part of the chamber's campaign, and will have the opportunity for free publicity and be part of a short film that the chamber is co-ordinating for the campaign.

If you want to be a preferred local business, think your customer service is second to none, or if you could do with some support to improve, we want you.

Contact the Buy Local team at buylocal@amarna.com.au or phone 4978 7800.

Topics:  gladstone business, gladstone chamber of commerce, mystery shopper, retail, shopping




BREAKING: Car driver killed in horror crash with truck in Gladstone

A driver had died in a crash on Hanson Rd.

A BLANKET was laid over the car at the scene of a horror crash.

Open to taking away fears

INTERACTION: The Islamic Society of Gladstone open day as part of Multicultural Week last year.

Islamic Society of Gladstone is hosting an open day on Sunday

BREAKING: 'Flames from the roof': Gladstone house fire 'reignited'

A house is well-alight in New Auckland.

Fire crews are still on the scene of a house fire.

Latest deals and offers

Thy Art Is Murder are killing it

See Thy Art is Murder on their killer tour happening right now. Photo Contributed

We talk with Thy Art is Murder about touring, babies, and new music

Date announced for Prince tribute concert

A Prince tribute concert will take place later this year

Matt Damon is taking a break from acting

Matt Damon is taking a break to spend time with his family

Police foiled terrifying 1m plot to kidnap Katie Price

Police foiled a £1 million plot to kidnap Katie Price and her family

Kristen Bell's baby confession

Kristen Bell once pretended to be asleep when her baby woke up early

Babylon 5's Jerry Doyle has died

Jerry Doyle has died from unknown causes at the age of 60

You can own this Queensland town for just $1

Yelarbon

Unprecedented auction of town's business centre with no reserve

Work starts on $15M Caloundra apartment building

Turning the first sod at the Aqua View Apartments site in Kings Beach are (from left) husband-and-wife developers Alex Yuan and Stella Sun with construction company Tomkins director Mike Tomkins and Councillor Tim Dwyer.

Developers excited about addition to Kings Beach skyline

72-year-old Coast developer set to start new project

GREEN LIGHT: The Cosmopolitan has been approved for development at Cotton Tree.

Meet the Canberran set to deliver another chapter for Coast suburb

Plans revealed for 1500-lot 'master-planned community'

Precinct will be bounded by Boundary St and Shoesmith Rd

Ecco Ripley sales run sparks prime release

MOVING IN: Sekisui House has announced the release of more residential blocks at Ecco Ripley.

Sekisui House is preparing to unveil more land at Ecco Ripley

The climb is slow but property on the way up

Michael Matusik, director of Matusik Property Insights.Photo Allan Reinikka / The Morning Bulletin

The improvement would be mild when compared to past cycles