We were mystery shopped by Tattersalls a week ago and failed – no up-sell, no query as to whether they had a Tatts Card and no good luck at the end. While we should have done these things, we were busy and the failings are the exception and not the rule at our newsagency.
I wish the mystery shopper reported on Tattersalls products up-sell promotions away from the Tattersalls counter, the promotion of Tattersalls products outside our shop in our widely circulated newsletter, our entertaining house syndicate campaign and our above network average sales growth.
I guess these above average activities don;t matter to the examiner who has been asked to measure all outlets by common, average, criteria.
The report card from Tattersalls makes us feel like naughty schoolboys as it focuses only on getting us to be average while ignoring where we are exceptional.