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Profiting in Developing Countries - A Profiting in Developing Countries - A European case studyEuropean case study
Presented byPresented byEva Parvanova, Owner/ CEOEva Parvanova, Owner/ CEO
Face Off Bulgaria – The Mystery Shopping CompanyFace Off Bulgaria – The Mystery Shopping Company
66thth Annual MSPA AP Conference Annual MSPA AP Conference08-10 November 201008-10 November 2010
Bali, IndonesiaBali, Indonesia
AGENDAAGENDA
What Face Off is and how it all startedWhat Face Off is and how it all started
What we have achievedWhat we have achieved
What we want to doWhat we want to do
HOW IT ALL STARTED…HOW IT ALL STARTED…
Silent Customer Survey
0
1
2
3
Cleanliness Attentiveand efficient
staff
High qualityand well
maintainedrestaurant
hall
Atmosphere Wellfurnished
dining room
Lighting Prompt andefficient
order-taking
Prompt andefficient
food service
Prompt andefficientbilling
UNIVERSITY PROJECT - MYSTERY SHOPPINGas a tool for measuring and improving customer service
IN THE BEGINNING IT IN THE BEGINNING IT WAS…WAS…
Pioneer Partner 60-70 EUR Influence
service
IN REALITY…IN REALITY…
Overcrowded
Pending MSPA membership
Low understanding
60 EUR - no way!
What shall What shall we do?we do?
We focused on
creating valuevalue to our customers
and profiting moreprofiting moreby offering:
THAT IS WHYTHAT IS WHY
Quality
Specialisation
Personal touch
Innovation
And by always saying “YES”
ADDED VALUEADDED VALUE
Free visits
On-line MS software
Speed of service
Presentations, additional charts, e-mail & phone checks, meetings, shopper transport
High level mystery shoppers
Certification
24/7 personal contact and attention
Diversifying questionnaires
Motivational games
Flexibility
Innovative thinking
FIRST MYSTERY SHOPPING DAY FIRST MYSTERY SHOPPING DAY IN BULGARIAIN BULGARIA
Special guest Mr. Mark Michelson
100 participants
Big media coverage
Increased brand and service awareness
New clients
RecapRecap:
MSPA MEMBERSHIP!!!MSPA MEMBERSHIP!!!
MSPA Membership
Participation in worldwide surveys – Smiling Report, Queue Survey
PR – in leading newspapers, on-line portals and TV
Increased profits
OTHER ACTIVITIESOTHER ACTIVITIES
New imageinteractive website, CD business cards, Facebook page, blog
PROGRESSIVE Magazine’s First Retail ConferencePROGRESSIVE Magazine’s First Retail Conference
SponsorSponsor
ReachReach
PresencePresence
Articles
Articles
ResponseResponse
AS A RESULTAS A RESULT
WHAT WE WANT TO DOWHAT WE WANT TO DO
Diversify
Ratings.bg
Open Days
Consulting
Training
THE MILLION D$LLAR MANTHE MILLION D$LLAR MAN
Concept of Arnold Terpstra from Retail Reality, Holland
UPDATE OUR SOFTWAREUPDATE OUR SOFTWARE
BenefitsBenefits Networking
Exchanging experience
Subcontracting
Partnerships
Quality stamp
ChallengesChallenges More value
Subcontracting
Raising awareness
Barriers to entry
Communication
QQ&&AA
Profiting in Developing Countries - A Profiting in Developing Countries - A European case studyEuropean case study
Presented byPresented byEva Parvanova, Owner/ CEOEva Parvanova, Owner/ CEO
Face Off Bulgaria – The Mystery Shopping CompanyFace Off Bulgaria – The Mystery Shopping Company
66thth Annual MSPA AP Conference Annual MSPA AP Conference08-10 November 201008-10 November 2010
Bali, IndonesiaBali, Indonesia