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