"A business absolutely devoted to customer service will have only one worry about profits, they'll be embarrassingly large."  -Henry Ford

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 Did you know?...Mystery Shopping facts

• Dissatisfied customers share their negative experience by telling 10-16 people they know. *Word-of-mouth is #1 advertisement

• It may take over 10 positive customer service experiences to overcome 1 negative experience. *It's not easy to forgive, and even harder to forget!
• It costs 5 times more to attract a new customer as it does to keeping your existing customers.
• If you displease a customer, there is a 91% chance they will not return to your establishment.  
• You only get one chance to make that all-important first impression, and every encounter is a first impression!