NO MYSTERY BEHIND TOP MARKS

Store in Nova Scotia comes up big in test of retail businesses

Roots stores have long been known for their excellent customer service and inviting store environments. Recently, this reputation has been further enhanced as several locations have received official recognition in independent programs that grade retail businesses.

The latest to win approval from a third-party source is the Roots store in Dartmouth, Nova Scotia which just captured top scores in the Mic Mac Mall “mystery-shopping” program. As part of this initiative, mystery shoppers visit various stores incognito to assess their standards and provide independent evaluations of customer service and store appearance.

Earlier in the summer, as part of their research, an undercover shopper came into the store and was attended to by Assistant Manager Sabrina Hoskins who had no idea that this was no ordinary customer. Sabrina’s top-notch manner and professionalism obviously made a strong impression.

It earned the Roots store an 85-plus score from the mystery shopper who commented: “Sabrina was very pleasant, well groomed and polite. She was walking around the store constantly, tidying up merchandise, watching for customers to enter, and giving me eye contact now and again to see if I needed her assistance. She was assertive but not pushy, courteous and friendly.”

Sabrina, who joined the Roots team at the Mic Mac Mall a year ago, says, “This would not have been possible without the team effort of the entire store staff and the great training that I received at Roots. I love working here and Roots is a great company to work for.”

The mystery shopper also described her shopping experience as very good, adding, “The store was extremely clean, not a thing out of place, uncluttered and organized, very tastefully done.” There’s no mystery behind how Roots stores earn such praise.