Why we do what we do

To put it simply, we’re all about impact

  • impact on your team’s behaviour
  • impact on the coaching conversations that your managers can have
  • impact on your customer’s experience
  • impact on your business results
Our Services
Full ExperienceMystery Shop

The Challenge

One of the most common complaints we hear from employers is that they just need their staff to consistently deliver the desired behaviours that they ask of them.Now there’s many reasons why standards slip but there’s three key things you can do to uphold your standards; clearly communicate your standards, measure if they are being executed and provide coaching. The key to consistency, is doing all three things ongoingly.

The Solution

We will build a bespoke objective-based mystery shopping template that is tailored to your specific performance outcomes. This mystery shopping template will enable you to clearly communicate your standards to your team, measure if they are being executed and provide a template for your managers to have regular coaching conversations with your team.

What you get

  • A bespoke mystery shopping template tailored to your business
  • Objective based feedback from the regular mystery shopping reports conducted
  • Monthly summary reports, trending data and live dashboard
  • Coaching training for your Management team (optional)

What to Expect

  • Clarity with your team around what behaviour is important
  • Managers who can now have meaningful coaching conversations with your team
  • A shift in the behaviour of your team in a direction that positively drives the results that you’re after
Back to BasicsMystery Shop

The Challenge

Sometimes it’s just about focusing your team on the basics to drive results, rather than overwhelming them with a whole lot of expectations up front. Many businesses like to start with measuring their simple key drivers or the top “1%” factors that make all the difference in order to focus the team on what’s most important. This is a great option for start-ups, businesses on a budget, new owners or businesses in high growth mode.

The Solution

We will build a simple yet powerful bespoke objective-based mystery shopping template with you. This mystery shopping template will enable you to clearly communicate the most important standards to your team, measure if they are being executed and provide a template for your managers to have regular coaching conversations with your team.

What you get

  • A simple bespoke mystery shopping template tailored to the key drivers of your business
  • Objective based feedback from the regular mystery shopping reports conducted
  • Monthly summary reports, trending data and live dashboard
  • Coaching training for your Management team (optional)

What to Expect

  • A focused team who understand the top key drivers of your business
  • Managers who are empowered to coach your team on these top key drivers
  • A change in results that will enable you to move beyond just the basics and start to focus on other elements in your business that impact results
ComplianceMystery Shop

The Challenge

We often hear employers’ frustrations around how their teams become complacent when it comes to maintaining compliance standards. Likewise, our clients who distribute products tell us how hardit is for them to measure and give feedback around their commercial terms being implemented operationally.It doesn’t matter if these compliance pressures are industry specific, about commercial agreement compliance, hygiene-based, COVID-19 related or safety standards, it can be hard to maintain the focus and energy of your team around these critical factors, which ultimately can leave your business open to risk.

The Solution

We will build an objective-based compliance mystery shopping template with you. This mystery shopping template will enable you to clearly communicate your specific compliance standards to your team and / or your commercial partners. The reports will measure if your standards are being executed operationally or not and provide a template for your managers to have regular coaching conversations with your team and / or commercial partners.

What you get

  • Abespoke mystery shopping template tailored to your compliance pressures
  • Objective based feedback from the regular mystery shopping reports conducted
  • Monthly summary reports, trending data and live dashboard
  • Coaching training for your Management team (optional)

What to Expect

  • A team who understand your compliance pressures and maintain their ongoing focus in this area
  • Managers who are empowered to coach your team on your compliance
  • Reduced business risk

Work with Us