WOULD YOU WANT TO BE ONE OF YOUR CUSTOMERS?
Lonnie Sciambi
✔️"The Entrepreneur's Yoda" - Helping small business owners in technology and manufacturing businesses find growth by building and realizing value✔️
Bob Dylan once sang, “I wish that for just one time, you could stand inside my shoes...” And while he probably wasn’t talking about customer service, the sentiment fits perfectly. Have you ever tried standing in your customer’s shoes and seeing your business, your team, and your products through their eyes?
How big of a disconnect do you think there might be? Spoiler alert: it’s probably bigger than you’d like.
WALK A MILE IN THEIR SHOES (WITHOUT GETTING BLISTERS)
Understanding the customer’s perspective is crucial to building strong relationships. Do you really know what it’s like to deal with your company? Have you ever “shopped” your own business? If not, it’s time to get curious—and creative.
Big companies call this process “mystery shopping.” They hire pros to pose as customers, buy products, return stuff, complain a little (or a lot), and report back on everything. It’s like a secret spy mission for customer experience.
But if you’re a small business on a small budget, no worries—you don’t need to hire James Bond to uncover your customer service gaps. Here’s a hack:
HOW TO MYSTERY SHOP LIKE A PRO (FOR THE PRICE OF PIZZA)
Find a local university or community college with a marketing department. Pitch the idea of a mystery shopping project to the department head. Students get hands-on experience, you get honest feedback, and the school gets to build connections with the local business community.
It’s a triple win!
Bonus points: This partnership can become an ongoing arrangement. Think regular check-ins, fresh insights, and, who knows, maybe even a new hire down the line. All it’ll cost you is a couple of pizzas—or whatever fuels students these days.
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MAKE IT COUNT: WHAT DO YOU WANT TO LEARN?
To get the most from your mystery shoppers, focus on key questions like:
Tailor the scenarios to uncover the good, the bad, and the “oh no, not that!” of your customer experience.
DON'T BLINDSIDE YOUR TEAM
Keep your employees in the loop! Let them know this isn’t some undercover sting operation but a chance to improve together. No one likes surprises—especially when the word "mystery" is involved. Transparency builds trust, and trust builds teamwork. Share results openly and involve your team in finding solutions.
CUSTOMER SHOES: THEY’RE A PERFECT FIT
Standing in your customer’s shoes gives you an unfiltered view of your business. It’s the foundation for stronger relationships, better service, and happier customers. So, go ahead—lace up, step in, and see what your customers see. You might be surprised (in a good way).
Remember, “The Entrepreneur’s Yoda” always says: Success starts with understanding. May the force of great customer experiences be with you!