Client Q&A
If all reports that we receive from PatronEdge are consistent and positive, should be continue to use PatronEdge? What is the value?
You absolutely should continue to use PatronEdge. Your ultimate goal is to have all reports have similar positive results. This would mean that you are executing properly. The results would be mainly used to reward and acknowledge employees for doing a good job, but they also constantly reinforce how critical providing a great experience to guests is. Our reports are also helpful in finding problems early. If you did stop using PatronEdge and waited until there was a problem to use us again, you need to ask yourself when this problem really started. A lot of damage might have already been done before we can help you identify the areas that need to be fixed. In summary, you have worked hard to build your reputation, PatronEdge needs to be consistently used to keep you at the top of your game. We help you keep your finger on the pulse of your business.
Can you provide some examples of businesses that might use PatronEdge?
In general any business that has employees that interact with customers in any way can benefit from using PatronEdge. Below are a few samples:
- Restaurants / Bars
- Department Stores
- Liquor Stores
- Tourist Attractions
- New / Used Car Dealerships
- Casinos
- Fitness Areas
- Ski Areas
- Special Projects
- Fast-Food Restaurants
- Telemarketing Companies
- Security Companies
- Museums
- Bed & Breakfasts
- Supermarkets
- Hotels
- Bookstores
- Advertisements
- Home Improvement Stores
What areas of a business are evaluated?
In general all areas that an employee has the opportunity to interact with a customer can be evaluated. Some specific areas are as follows:
- Customer Service
- Integrity Issues
- Business/Employee Appearance
- Operational Efficiencies
Who complete the evaluations?
Evaluations are completed by independent contractors used by PatronEdge. The evaluators are your typical customers, the people whose opinion means the most to you. Everyone is part time. Everyone joins because they want to complete the reviews, they do not need to complete the reviews.
A PatronEdge director will coordinate and perform at least one of the evaluations each year. The goal is to get different types of people performing evaluations to provide the broadest feedback.
Evaluators are trained to objectively and consistently complete reports.
How are evaluations complete?
Evaluators pose as ordinary customers. The idea is for employees not to know that they are being evaluated. This way very accurate information on how employees act and how they treat customers can be provided.
PatronEdge recommends that employees are told that they may be evaluated. This will be sure to keep them on their toes at all times.
When are evaluations completed?
PatronEdge will make every attempt to schedule evaluations around the clients time frame. PatronEdge also tries to provide evaluators as much flexibility as possible. Therefore, we try not to commit to a specific date, but rather to a time frame when evaluations are completed. Of course, if an evaluation is needed on a certain day at a certain time, PatronEdge will do its best to perform the evaluation provided reasonable notice is given.
What value will PatronEdge offer me?
PatronEdge will help you get an edge on your competition. PatronEdge evaluations will provide:
- Insight on the level of customer service provided
- How customers perceive your business
- Areas employee training may be needed
- Materials to assist in training employees
- Information on how employees act when management is not present
- A means of detecting employee theft and other integrity issues
- How knowledgeable employees are of goods and services
- How well employees suggestive sell products to increase sales
How does PatronEdge make money?
The fee for service PatronEdge charges is very competitive. PatronEdge is streamlined with efficiencies to minimize overhead and redundancies. This allows PatronEdge to provide a high quality product at a reasonable price.
When was PatronEdge formed?
PatronEdge was officially formed in 1997, but the idea started in 1989.
Who completes the evaluations and how are they trained?
Evaluations are completed by independent contractors trained to be customer service auditors. Other names for customer service auditors are mystery shoppers, and phantom shoppers.
Depending on the experience and background of the independent contractors, training can be from one or more of the following mediums:
- Written training manuals
- Examples of evaluations
- Individual training over the phone
- Bringing an evaluator in training along on an actual review.
How are evaluations completed?
Evaluations are completed by evaluators posing as ordinary customers. They have a predetermined agenda of what to review and have been trained in these areas.
How much do evaluations cost?
The fees for evaluations can vary significantly. They can differ depending on the type of the evaluation, the number of evaluations and the amount that the evaluations are tailored to meet individual clients needs. There are several programs in place. A program can be set up for just about any budget that a client may have.
How does PatronEdge plan to continue to grow?
PatronEdge plans to continue to grow from referrals. PatronEdge believes that if superior evaluations are provided, advertising will not be necessary.
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PatronEdge, LLC
P.O. Box 72, Danvers MA 01923, (978) 774-9763, info@patronedge.com
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