This morning I stumbled upon an article about a mystery shopping experience written by Garrett Boone, the co-founder of The Container Store. His experiences in this article echo 98% my shopping experiences. Garrett Boone’s mystery shopping is a real window onto what’s actually happening with customer experience and customer service.
Here is the article from DallasNews.com:
After I read that article, I wanted to learn more about him.
Here is the link to the radio interview he gave in mid 2007.
"My husband and I started a full-time photography business eight years ago and as we were getting it going we found we have some very different ideas about how to run a business based on our two very different backgrounds in business. We also found that we were talking business with each other 24/7. We hired Lee Beaven to coach us once a week during our weekly planning meetings.
Lee not only helped guide us into more effective (non-emotional) communication so that we could move forward, she also helped us compartmentalize our time for better efficiency and to make sure we had personal time together and separately.
She always kept the tone upbeat and positive, while making sure we each got our time to present ideas. The ideas she helped us put in place at the beginning are still serving us well, and we have included her many times in our annual planning meetings to help us organize our thoughts into a workable plan.
We highly recommend Lee Beaven as a coach for new business owners, and any that find themselves at a stall, or getting ready to move to a new level. We are at that point again and will definitely call on her for a bit of coaching as we redefine one line of our business."
~ Beth & Wolfgang Jasper, Wolfgang Jasper/Howldog Photography, Richmond, VA