THE TRUE TEST OF SERVICE

Store in Waterloo scores big with mystery shopper for second year running

Six times a year, the Conestoga Mall in Waterloo, Ontario, carries out secret shopping exercises in which evaluators go into stores unannounced to see what’s what. For the past two years, Roots has consistently received a 90-plus score in every one of the exercises. In the most recent one, some of the newest staff members of the store were responsible for acquiring top scores.

Earlier this year, when Sales Associate Alison McDougall greeted a customer and directed her toward the Babies Department, she had no idea that the pregnant lady she was serving was actually a secret shopper.

The then Keyholder now Assistant Manager Adrienne Wilford helped the undercover shopper buy babies items before she went on to the Men’s Department where Sales Associate Letizia Ferreira guided her through the sweatshirts. She helped the lady pick the right sizes for her husband and suggested styles that would fit her.

Last month, the store received their score sheets from the mall administration and the three girls had helped the store achieve a 95-plus score for customer service. At the time of the exercise, Alison had been working at the store for only a few months and both Adrienne and Letizia even less.

“It is amazing that within the short time since they started working at Roots, they played a vital role in the store receiving such above average results, especially on a busy Sunday,” says Store Manager Alison Sochasky. “It’s the source of great pride for me to be working with such a great team.”

Last year, after a similar performance, the store was the recipient of a Customer Service Award from the mall administration.