There’s one thing that everybody in every company can do to help make the company successful: be a mystery shopper. Test how easy it is to do business with your company.
A couple weeks ago I tried to make a reservation for a golf package on Alabama’s Robert Trent Jones Golf Trail. I went to the web site and called the direct number for the hotel on a Saturday evening. I was told to call back between nine and five on Sunday. I tried another number on the web site and got an answering machine with an announcement that I needed an extension number to reach anybody.