You’ve created manuals, processes, and training for your office staff. You set standards, create onboarding materials, and write policies to improve the client experience.

But do you really know what potential clients experience when calling your agency? 

Secret shopping can provide you with an invaluable, unbiased perspective on your agency’s performance, helping you to identify strengths and areas for improvement. Join Emily Isbell, founder of E.I. & Company for a walkthrough of the entire process, from planning and execution to analyzing and acting on the results. We cover how to:

  • Create a plan for the perfect secret shop
  • Dig deeper to uncover the most important insights
  • Analyze your results and creating a course of action that motivates your team
  • Use overlooked approaches to improve your client experience