Fielding:

This is a discussion of *evaluating* visitor service.  I agree, one
ought to be able to trust employees to behave properly.  But there is
theory and practice.  It is a grand shame that plenty of "exposés" on TV
demonstrate that staff do not always follow appropriate procedures.

So, how would you propose to evaluate visitor service - from a (more)
neutral or objective perspective - without the use of secret visitors?

Sincerely,
Jay Heuman



> -----Original Message-----
> From: Museum discussion list [mailto:[log in to unmask]]
> On Behalf Of Redcliffe State Historic Site
> Sent: Tuesday, December 10, 2002 3:51 pm
> To: [log in to unmask]
> Subject: Re: "secret shoppers" to evaluate tours
>
>
> Sure the use of secret shoppers, or the threat thereof, will keep
> employees on their toes, but what message does their use send to your
> employees? I don't have experience working at a large museum, so my
> comments may be off base, but it seems to me that if you want to scare
> employees into behaving well and have them resent management, by all
> means use secret shoppers. It just seems to be a lazy approach to
> ensuring quality customer service.
>
>
> Fielding Freed
> Redcliffe Plantation State Historic Site
> 181 Redcliffe Road
> Beech Island, SC 29842
> 803.827.1473
> www.discoversouthcarolina.com