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Tue, 10 Dec 2002 16:50:58 -0500 |
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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
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