Legitimate Mystery Shopper

First Indiana Bank tops off this annual recognition and award program by hosting an annual FSR Quality Service Recognition reception. During this event, the president recognizes top performers for their excellent service with cash awards and plaques.

Besides the FSR Legitimate Mystery Shopper Recognition and Award Program, First Indiana has in place a Branch Manager's Bonus Program. This program is based on many criteria including production goals, such as loans brought in, operation goals, sales goals and service goals. In part, this latter goal is determined by shopping statistics.

Managers receive a monthly report card that they share with their branch employees.

Goals are established on an individual and group (branch) basis. "Because of our reward and recognition program, our FSRs don't complain about our mystery shopping survey. They complain if they aren't shopped. They feel it's in their best interest," says Lindsey.

A common thread to a successful service environment is using the shopping results during individual counseling session between supervisors and employees. During these sessions, it is important to bring out the good behaviors as well as those that need to be improved.

It is recommended that if at all possible, supervisors include in their counseling "recipe" several parts, praise to each part reproach. This helps employees feel that the supervisor has a positive feeling toward them, and that the criticism is constructive and balanced.

A shopping program adds the benefit of providing an impartial, unbiased source for the negative comments. Employees understandably look upon shoppers as having less of an axe to grind than perhaps their own supervisors.

Group training sessions during which supervisors sit down with their staff are also necessary to change behaviors. For example, the supervisor may say to employees, "The results of the survey show that you are all doing a good job of smiling at the customer, giving eye contact and saying 'hello.' Congratulations on doing so well. Let's continue to do this. One area we all need to improve on is using the customer's name. Let's practice this with a role play."

In this setting, employees are less likely to take personal offense at the comments, because they are shared with the entire group. This is an efficient method of handling problems that the group has in common.

A community bank in the suburban Chicago area offers an idea of immediate reward or correction. Periodically, in conjunction with their shopping program, the bank places at each teller window within reach of customers, a jar of 50 Susan B. Anthony dollars. On the jar is a sign which reads: "If I fail to smile, say 'hello,' use your name and thank you, you may take a dollar." The teller is able to keep any money remaining in the jar at the end of the month or quarter.

Mystery Shopping |