Every entrepreneur, regardless of their industry, wants to ensure that their employees are competent professionals who communicate effectively with clients. Unfortunately, not all workers take their responsibilities seriously. If you notice that the quality of your product or service has remained the same, but the number of customers has decreased, it may be time to evaluate your staff.
Who Needs to Monitor Service Quality the Most?
All business owners want their employees to perform well. The first step is to analyze whether employees are communicating with customers effectively, as this often determines long-term relationships. Monitoring staff performance is particularly crucial in industries where sales depend heavily on customer interactions, such as: • Real estate sales. • Banking services. • Insurance. • Service-based industries.
If a real estate agent cannot highlight the advantages of a property or a beauty salon administrator struggles to explain available procedures, customers are likely to turn to competitors.
How to Identify Inefficient Employees?
To improve service quality and client communication, assess whether employees engage properly with customers. Common methods for evaluating staff performance include: • Hiring in-house mystery shoppers. This method works best for large companies with multiple branches. Otherwise, employees may quickly recognize auditors, making evaluations ineffective. • Hiring freelancers for remote or in-person evaluations. Different people will interact with your staff each time, preventing employees from identifying whether they are speaking with a real customer or an auditor. Regardless of the method chosen, ensure that conversations with company representatives do not follow a scripted pattern. The dialogue should feel natural, as if the customer genuinely needs the service and is seeking information.
Key Evaluation Criteria
Before hiring an auditor, create a simple evaluation table to assess staff performance. Consider including the following points: • Politeness – Did the manager ask for the client’s name? Was the conversation friendly and professional? • Customer orientation – Did the employee follow a strict script, or did they personalize their approach based on the customer’s needs? • Competence – How quickly and accurately did the employee respond to complex or unexpected questions? • Sales effort – Did the employee actively try to close the deal? For example, did they suggest a follow-up discussion or invite the client for an in-person meeting?
These are key factors employers often prioritize, but you can add any other criteria relevant to your business.
Where to Find Auditors?
If you need multiple individuals to conduct a one-time staff audit at an affordable rate, hiring freelancers is the best option. You can find auditors through: • Classified ad platforms like Yula or Avito, where professionals offer their services. While this method allows for direct communication, you may need to pay for access to freelancer contact details, and there are no guarantees of job completion. • Freelance marketplaces, which provide a safer option. These platforms often include secure payment options, ensuring that freelancers receive their payment only after completing the task. Additionally, you can review freelancer ratings and portfolios to avoid unreliable workers. Consider hiring a mystery auditor through the emerging but highly rated freelance marketplace instado.com. The platform features an intuitive interface, allowing you to post a task in just a few clicks. You will receive freelancer applications immediately, enabling a swift selection process. Posting a task and securing payments through the safe transaction system is completely free for clients.
