The Mystery Partnership. About us and what we do. Self Storage Saleswatch © Sample Average performances past 3 years. Why measure Service levels? Cost of losing enquiries.
Who we are? Started in 1995 in UK Based in Worcestershire. Work with Hotels, Facilities Management & Self Storage companies. 5 Partners, 1 db programmer. Associate staff of 22. Small db of 570 assessors. We only independently MEASURE service levels. WE DO NOT
Why Measure Service levels? Improve profitability through service delivery. Service = Improved Sales = Improved Profit. Service consistency. Departmental, Unit or Company wide. Company Core operating standards. Employee Incentive or Performance Management programmes.
What we do. Saleswatch © Assesses efficiency in reacting to telephone or email enquiries. Operates in over 450 businesses throughout the UK. Fulfilment packs and recorded calls service. Self-operating management tool. Results within teams work by peer pressure.
Saleswatch © Self Storage Industry Assessment based upon 3 elements. 1. Initial Telephone call 2. The ability to deliver or email a brochure, proposal or information pack. 3. Follow up or chase up call. Telephoning the potential customer. We have undertaken over 20, 000 assessments over the last 3 years. 600 in the Self Storage.
Saleswatch © Self Storage Assessments 2003 -2006
Saleswatch © Measuring customer service. 50% increase within 6 months. Industry wide Anonymous benchmarked programme would provide valuable data. Direct comparison against other industries. Average Nationally at
Saleswatch © Hotels Research over 10 years 38% Brochures are never received. 57% take 5 days or more to arrive. 46% have incorrect name or address.
Cost of losing Enquiries Number of Enquiries per day per store. Five to Eight SAY 6 %age of enquires NOT converted to Sales. 30% – 60% SAY 45%
Cost of losing Enquiries Number of days open per store. SAY 350. Average Sale Value per booking. £ 600 - £ 900 SAY £ 700
Cost of Losing Enquiries, the Maths 6 Enquiries per day X 45% Not converted X 350 Days X £ 700 Average Sale. £ 661, 5 00
Saleswatch © Call or Visit types Telephone enquiry. Email enquiry. Booking or reservation negotiation. Specific enquiry profile. ( Special requirement, DDA or Security Assessment) Visit or Show around and or booking.
Quote “If you don’t measure it independently and consistently, how do you know when you’ve improved? ” Jonathan Raggett Managing Director Red Carnation Hotels A customer of TMP for 8 years
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