Secret shoppers can be big help

Letter to the Editor

Posted: Tuesday, January 29, 2008

Tesoro has a "secret" secret shopper.

Unlike many companies, Tesoro has placed the customer first and asked for random customers who are anonymous to their staff to review and comment on their stores and their operation.

Any business can make the place run right for the few minutes that the managers are actually looking over their shoulder. This gives them a look at when the manager might not be looking.

Mystery shoppers provide valuable feedback to the businesses who use them. Managers and supervisors who mystery shop also learn more about serving their customers.

There are two main mystery shopping companies in the United States, and

Alaska companies hoping to do better can use either to get help in reviewing the opinions of the customers.

I hope more businesses utilize mystery shoppers in the future and more Alaskans perform those tasks. I have in the past used third-party reviewing as a way to teach my staff to see business from the customer's perspective.

Martin Kunz


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