undercover to find out. if you re an employee at la bonne s supermarket, you know that behind every inquiring customer there may be a notebook recording how you ago. hi. how are you? good. how are you? good. do you have doughnuts. sundays we have doughnuts. only on the weekends. okay, great. thank you. they pride themselves on customer service and once a month it puts its employees to the ultimate test and sends in a mystery shopper who recorded their every move. this month i played the role. judy is the ceo of customer perspective, a mystery shopping cu customer who trained me. what will i look for when i go inside? you have to look for cleanliness at the entryway, the carriages, floors, the windows and then it s important that you do all the departments, because
department. did you know i was from nbc and a mystery shopper. no, i did not. you were so nice to me. i m always nice to everyone. at least i try to do. i felt like i was getting a lesson on how to pick produce. that s how i was trained. la bonne say he wouldn t be able to get the same sense by watching himself or surveying his customers. in a world where consumers have too many choices, customer service is more important than ever. you ve got to have the cust pler s perspective, because that s the key to retaining that customer. lau do you feel about them having people spying on you? i think it s great. i think it keeps you on your toes. if you don t get checked on, people tend to get complacent. if you re standing still, then you re not moving forward. the employee lunchroom is where the mystery shopping reports are posted for everyone to see. the rewards for a good report, movie ticket.