Eyespy critiquing and consulting6/13/2023 ![]() As computing continued to advance so did our system and the clients continued to come. I put my computer science background to work and began building my own database to support scheduling, data collection, and sorting. Having seen the impact of the service on my own stores and now have the interest of others, I knew I had the makings of my own business. ![]() I began to show other industry people what we were doing and EyeSpy quickly had its first few clients. We found that people really appreciated the feedback and took pride in being able to improve their service. These mystery shopping evaluations became a learning tool for management and specific employees. We improved our service and in turn our profits. As a GM, I was able to manage my staff’s time so much more efficiently – targeting specific locations in need of specific support and determine where we needed companywide trainings and initiatives. They completed the evaluations and sent them back to us and we input their responses into an excel spreadsheet and over time compiled enough data to see trends. I trusted them not only to honestly answer the yes and no questions but also to write details about their experience, so I could understand their interactions and feel how they felt as a guest. Initially, we sent PDF’s to a small group of personal friends and acquaintances that were the first to become a mystery shopping evaluator. So, like most startups, I started EyeSpy in my basement, to address a need I saw. ![]() The services available then weren’t restaurant focused and didn’t capture the information I wanted. In 1999, I was the regional manager of 15 restaurants and I wanted an objective way of measuring customer service between locations and to see how my staff performed when I or the store GMs were not there. ![]() Mistie Boulton is the CEO and Founder of EyeSpy Critiquing & Consulting, a restaurant and hospitality consultancy in the Bay Area. ![]()
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