The Mystery Shopping Day 2010
For the sixth time, Better Business arrange the Mystery Shopping Day, this time in cooperation with our business Partner, StigFram, an education company that focus on excellent customer care.
Date: January 26, 2010
Place: Parken, Stockholm
Time: 13.00-17.00 |
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The seminair will focus on customer care and will contain the following items:
The world famous professor in marketing and customer relations: Christian Grönroos from Hanken school of economics in Helsinki, about the importance of understanding your customers behaviours and routines. Toyota – about their own successful philosophy The Toyota Way. Indiska and Burlöv Center – Two companies using Mystery Shopping and education as a tool in order to be the best in their business to take care of the customers and for Burlöv Center, to offer a 5 star shopping. Further more, the winners of the Scandinavian Service and Quality Award 2009 will be presented on stage, the categories are; business hotels, day conference centers and conference centers with overnight stay.
For registration and information (swedish only)  |
Team Better Business
We would like to introduce you to our co-worker Anna Sundkvist. Anna has been working as a key Account Manager for Better Business since 2005. Previous, Anna run her own accounting office. Anna also has been working as a manager of administration, a coordinator as well as a managing director assistant wit in the IT sector. Anna has a diploma in accounting. |
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Annas best sales memory
We were about to buy new outdoor furniture and at last we found "The table". Unfortunately, they were out of it. Then, we decided to buy another table that we found in the same shop. When we got home with the goods, we discovered that the table was just a little bit damaged. I called the shop, they told me that there where no problems by changing the table, and they also told me that they now could offer me the table that I wanted from the beginning. Of course I was very happy to hear that. Then the saleswoman excused herself by saying,
- We are sorry but we are not able to deliver the new table tonight, is it OK if we come tomorrow before lunch?
We have returned to Olsons In Åkersberga several times and we now recommend all our friends to go there as well. At Olsons you don’t only get expected good service - you get Suberb Service!
Annas worst sales memory
I was looking for new curtains and curtain rods unsure of the best solution for our window. I went into a suitable store for curtains, linen and towels. I saw one of sales woman in the shop and I was the only client. I got the impression that the sales woman was very stressed, that she didn’t had time to help me. She told me that it was better that I bought the curtain rod so I could try It at home. Then I asked if I had the right to return it if it was not suitable. She said it was OK to return it within 30 days if I kept the package and the receipt. I asked them if it was OK to open the package. Yes but as I told you, you must take the package with you.
At home I opened the package in a very precautious way, soon I realized that it wasn´t right for our windows. So I tried to put it back as good as possible in the package again. I went back to the shop the day after and met another sales woman. I said hello, and told her that I wanted to return the curtains and the rods. The sales woman took the package without not even giving me a sight. She looked at the package, turned it, looked at the receipt, she didn’t pay me any attention, but she turned to one of her co-workers saying to her, this I not ok, is it? She has broken the package. They both looked at the package, they sighed and talked to each other for a long time, I asked if their where any problems? They didn´t answer me. Once again I asked if their where any problems, then the sales woman answered me with a sigh still not looking at me,
- You have been broken the package.
I told her about my conversation with their co-worker the day before. She still didn´t look at me, at last she asked me about my credit card. She returned the money to the card without a word. Then I felt so upset that I was shaking. I told her that I felt that I had done something very wrong here and that she made me feel like a criminal. Once again, she told me that I had opened the package and it would take them some time to fix it. I told her that I did my very best to put it back properly. I also told her that I never will return to this store and also that I would tell all my friends about how badly I was treated. She still didn´t say anything. |
