It never fails to amaze me how bad customer service is in this country. Yet many of the small business owners I meet complain that people don’t buy from them. Perhaps a good mystery shopper service would help more businesses understand how they really treat customers.

I imagine though that it’d be a hard sell, as few SME’s that I’ve come across have the time to step back from their business and really consider what makes it work (or not). I suspect fewer still would really want to have an honest appraisal of their business - after all none of us like being criticised.

Perhaps this could be combined with a consultancy along the lines of the one run by Paco Underhill the author of Why We Buy.

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