Clients rave about The Buyosphere Program

January 21, 2013 Leave a comment

Categories: Uncategorized

The Buyosphere Secret Shopper Training Video March 8th, 2011

March 16, 2011 Leave a comment

Please click on the link below to view the secret shopper training video.

Thank you for watching!

Categories: Uncategorized

The Unsecret Shopper Radio Show For Saturday February 18th, 2011

February 19, 2011 1 comment

 

Hello shoppers…

 

"Is that static...or The Unsecret Shopper Radio Show?"

 

Greetings, kind listener, or listeners if you brought a friend.

The Unsecret Shopper Radio Show For Saturday February 19th, 2011

(Left click to listen, right click to download, don’t click to not hear)

Today’s show includes interviews with Dan Wolf, CEO of Cape Air, and Jim White, VP of Guest Satisfaction for the Isle of Capri Casinos.

Both companies provide excellent customer service. Both men will tell you how they do it, and why.

I also give away a two nights stay at Casino Hotel in Waterloo, dinner for two at Otis and Henry’s Bar and Grill and $100 cash.

(Congratulations to my winner, Leila Draper of West Des Moines – she was caller #9. Nice job, Leila! Enjoy your stay – just don’t come back wearing a barrel. :) )

Today’s radio show (and this blog post) is my last for a while; my main focus for the next six months will be to work on customer service with the 1,200+ employees of the 12 Des Moines area Dahl’s Foods stores. The quality of their smiles and greetings and engagement and thanks yous is already good. We want to make it transcendent, which is a whole different ball game.

If you don’t think you’ve ever had “transcendent” customer service, especially in a grocery store, then stop in to a Dahl’s store over the next few months, and see if we’re transcending – then let me know, okay? :)

Most radio show hosts don’t voluntarily leave their shows; it’s usually the Program Director saying, “Hey, uh, Jonnie? Grab your coat and come into my office, will ya?”

Been there. Done that. Had food stamps (sold separately).

This time, I’m grabbing my coat because I want to, and stepping away from the mic because I need to. For a while.

Thank you so much for listening. See you back here this Fall.

 

  

Jonnie Wright is a customer service evaluator and trainer, professional secret shopper, marketing strategist and host of The Unsecret Shopper Radio Show, Saturday mornings 8-9am, on 1350, KRNT.       

    

Ways to contact Jonnie:

    

Click to be taken to Jonnie’s Facebook page    

Click to be taken to Jonnie’s Twitter page    

Click to be taken to Jonnie’s blog    

Click to email Jonnie (jonnie@theunsecretshopper.com)    

Phone: 515-480-4190 

The Unsecret Shopper Goes On Hiatus

February 16, 2011 1 comment

 

Hello shoppers…

 

Every blogger wants to believe that the readers who read their blog will surely keel over and die if the blogger stop blogging. Just like every radio show host likes to think that the people who listen to their show, will burst into flames if the host stops hosting.

As I step away from the laptop and the microphone for a while (after Saturday’s radio show), I’m mature enough to understand the actual ramifications of what I’m about to do: everyone will perish.

Sorry!

 

This stop for The Unsecret Shopper Media Train comes as the responsibilities of my “other” job are about to increase six-fold.

Currently I do weekly customer service training for a dozen clients in Iowa, Missouri and New York. That includes Dahl’s Foods – I do training at six of their twelve stores. Starting March 1st, the other six will be added. (The soon-to-be-new Ames Dahls will be #13, some time closer to summer.) So I’ll be traveling from Dahl’s store to Dahl’s store throughout the week – from the store at 50th and EP True Parkway, to the store on East 33rd, to the store in Ankeny, to the store in Johnston, to the store in Waukee, to all the stores in-between – conducting hour-long (employees say it feels longer) training sessions with hundreds and hundreds of staff. There’s also the army of secret shoppers I interview each week, who shop the stores. (Their testimony is used in training.)

Yes, it’s a lot of work, and a lot of responsibility. It’s also a tremendous honor to work for one of Des Moines’ landmark companies. And it’s a heck of a lot of fun.

Blogging, it turns out, is also a lot of work; in fact, it has a lot in common with customer service training, except the pay (It doesn’t). The average post takes me 12 hours to write, not including the time I spend secret shopping the stores. There’s also the weekly Unsecret Shopper Radio Show, which requires hours of prep work.

Then there’s all the time I spend whining.

As much as I enjoy writing a blog and hosting a radio show, it pales in comparison to helping a great company improve its already-good customer service.

So that’s what I’ll be focusing on, for a while.

This will be much harder for you than it is for me (as I cry hysterically as I write this). Dry your eyes (Jonnie). I’ll be back this fall, writing the blog and hosting the radio show.

Meantime, please do this for me: Do not accept bad customer service from any employee or any store, any time, anywhere.

You deserve better. We all do.

Thank you for giving me more than I deserve – whether you are a reader, or a listener.

See you again. And soon. 

  

  

Jonnie Wright is a customer service evaluator and trainer, professional secret shopper, marketing strategist and host of The Unsecret Shopper Radio Show, Saturday mornings 8-9am, on 1350, KRNT.       

    

Ways to contact Jonnie:

    

Click to be taken to Jonnie’s Facebook page    

Click to be taken to Jonnie’s Twitter page    

Click to be taken to Jonnie’s blog    

Click to email Jonnie (jonnie@theunsecretshopper.com)    

Phone: 515-480-4190 

Jonnie, Unplugged

February 9, 2011 Leave a comment

 

Hello shoppers…

 

I was doing a little adding the other day... 

Since January 1st, I’ve:

1. Sent 233 emails

2. Sent 281 texts

3. Checked for incoming emails and texts 12,392 times

4. Written 28,530 words in 18 blog posts

5. Played in zero oceans

 

To remedy this imbalance, I’m about to:

1. Turn off my cell phone

2. Shut off my laptop

3. Leave both at my apartment while I fly to San Diego

I’m totally jazzed about the part after “while,” but pretty freaked out about the five words before it.

The last time I roamed the Earth without the ability to contact anyone on it immediately, was six months ago, when my Blackberry fell out of my pocket and into the toilet. Verizon was on it like stink on etc, and I was happily reconnected with a new phone the same day.

Not being able to instantly check who friended me on Facebook was the longest 30 minutes of my life.

I’ve been far less dependant on my laptop; I can go without it for 2, 3, even 4 hours at a stretch.

Now, I’m chucking both for five days.

During that time, nearly 40 billion texts will be sent in just the U.S. Emails sent worldwide will total over a trillion. We’ll probably make a few cell phone calls, too.

But not moi.

No texting. No calling. No writing. I’m spending the next five days on the left coast, unplugged.

I wonder what’s out there.

 

 

  

Jonnie Wright is a customer service evaluator and trainer, professional secret shopper, marketing strategist and host of The Unsecret Shopper Radio Show, Saturday mornings 8-9am, on 1350, KRNT.       

    

Ways to contact Jonnie:

    

Click to be taken to Jonnie’s Facebook page    

Click to be taken to Jonnie’s Twitter page    

Click to be taken to Jonnie’s blog    

Click to email Jonnie (jonnie@theunsecretshopper.com)    

Phone: 515-480-4190 

Categories: Non shopping stories

The Week I Spent In Jail

February 7, 2011 3 comments

 

Hello shoppers…

The flashing lights of a State Trooper’s car appeared in my side mirror last week, as I drove down I-235, towards downtown.

I did what most of us do: I glanced down to make sure I was driving the speed limit (I was), checked to make sure I was wearing my seat belt (I wasn’t) and waited for him to drive around me (he did).

It hasn’t always gone down like that.

 

Dangerous behind the wheel at an early age



I’ve always enjoyed driving - from listening to the hypnotic sound of tires rolling over pavement, to watching the beautiful countryside fall by the wayside, to feeling the warm breeze blow against my face through an open window.

For me, driving has always represented freedom.

I lost the latter because of the former, in the Summer of 1991.

I began racking up traffic tickets three years before that, while working as a 24 year-old morning show radio host in Carroll. The offenses were mainly mechanical at the beginning: headlight out, tail light out, no rearview mirror. I was driving a beater: a POS 1980 Pontiac Sunbird. I was making $1,000 a month, so there wasn’t much money for repairs. It wouldn’t have mattered. I was also arrogant and irresponsible, and drove that way, which led to more tickets – from running stop signs, to speeding. 

FYI – I don’t drink, have never been drunk and have never driven drunk, let alone been arrested for it.

I didn’t need booze. I was as dumb about paying the tickets as I was about getting them.

Eventually a warrant was issued. The Carroll cops (who listened to my show every morning and knew where to find me) came to the radio station, put me in handcuffs and took me to the police station, where they fingerprinted me, then kept me for a few hours.

On my last day at KKRL, the Carroll cops gave me a framed copy of my warrant

That humiliation would have been enough to straighten most people out.

I had other ideas.

Speed ahead to 1991. By this time, my license had been suspended. I had no insurance. And I was driving my brand new Chrysler LeBaron convertible on a Sunday morning in Boone.

The guy in front of me stopped at the stop sign. I was reading the Des Moines Sunday Register, and kept moving. The collision deployed my airbag. The cops came. I was arrested, fingerprinted and placed in a cell. A friend bailed me out six hours later.

A month later, I stood in front of a judge.

I’d racked up 33 tickets in three years. I’d paid thousands of dollars in fines. I figured I’d be hit with a large one, and that would be it. I was still arrogant, still stupid.

I was about to get a little smarter.

“Mr Wright,” said the judge, looking over the top of his glasses at the two pages of offenses, and then at me. ”It is clear to this court that you have not learned how to drive. I sentence you to ten days in jail.”

I wish I had a picture to show you now, the look on my face back then.

A few weeks later, I checked in to the Story County Jail, inside the Story County Courthouse in Nevada.

The booking personnel didn’t care that I was a radio personality. The jail staff didn’t laugh when I made a joke about the situation. Without expression, they printed me, checked in my personal items, explained the rules, told me to strip, did a cavity search, handed me an orange jumper and slip-on shoes, blanket and pillow and took me to my home for the next ten days.

It was also home for 18 other inmates, who looked up at me as I approached the commons area, accompanied by a jailer.

“There’s the toilet,” he pointed, opening the cell door. “There’s the shower. There’s your bed. Don’t cause me any problems.” He shut the cell door behind me, and disappeared.

My heart sunk.

I turned around.

Some inmates played games. Some read. Some laid in their beds. Some watched TV.

Each had committed a crime(s). All of them were strangers to me. I started shaking uncontrollably; I was trying to hold it together, and was failing.

The arrogance was leaving my body. It would get help from other parts of prison life.

There was no privacy; you used the toilet and shower in full view of everyone. Men would defecate, and the smell would waft throughout the cell. You slept in a sub-cell area with eight other men. Your “bed” was a thin pad on a slab of concrete, bolted to a wall. Lights went out at 10pm, back on at 5:30am, when breakfast was served. It was warm and bland, as was lunch and dinner, served at Noon and 5pm.

The worst part was passing the time.

I played mind games - imagining myself at a football game, or watching a movie, or taking a trip across the country by plane, train and automobile. I’d play the entire event out, moment by moment, scene by scene, then rewind it and play it again, and again and again - then look up at the clock…

Five minutes would have passed.

I read the first 10 pages of Catcher In The Rye, then gave up. I poured my loneliness out into letters I wrote to my girlfriend at the time. I slept as much as possible.

Another five minutes passed.

I eventually struck up conversations with a few inmates. Half of the men were in for DUI. One guy had 17 arrests for drunk driving and was serving a two-year sentence. One had committed armed robbery and was waiting to be transferred to Fort Madison. He was the biggest and baddest badass in the cell. When I told him why I was in, he laughed so hard, he choked.

If he was happy, I was happy.

The second night, an inmate kept making weird sounds in an adjacent cell where nine more inmates slept. Suddenly, there was a dull thud sound; an inmate had slammed the guy’s head into the wall.

Day five brought some more excitement: an outbreak of crabs.

We were instructed to strip off our orange jumpers, and toss them into the middle of the cell. We were then paraded single-file out of our cell and into a shower area, where we were sprayed with a powder that made your skin tingle. We were then given new jumpers, and led back into our cell.

God had my full attention.

I got sick on day seven. I followed procedure, filling out a written request for aspirin. I would get them on the morning of Day 10, the day I left.

By then I’d struck up a semi-friendship with several inmates. I promised to come back and see them, and meant it at the time. They wished me well, and meant it, too.

Several of the jail staff joked with me as they took me through exit processing. These men and women had difficult jobs, and did them with a great sense of professionalism. I’d been polite and respectful to them during my brief stay, and I could tell they appreciated it.

As the final security door was unlocked for me, a staff member yelled out, “I hope I don’t see you again.”

He wouldn’t.

I stepped outside. It seemed impossibly bright. I looked up into the sky, closed my eyes and felt the sun shine on my face. I took a huge breath of fresh air. I bent down and felt the grass, grabbed a handful and brought it up to my nose. I smiled, then laughed. It had been just ten days – but everything in that moment, seemed brand new to me.

The moment didn’t last, of course. 

My arrogance and stupidity would eventually return, in coming years. None of it ever landed me back in prison. It did plenty of damage without having to.

I’ve slowed down a bit since those reckless days. I drive the speed limit. I (sometimes) use my seatbelt. And I pull over – WAY over – when a police officer comes up behind me with his/her lights flashing and siren blaring.

And I have the dream.

I’m driving a convertible with the top down, down an empty highway. It’s nighttime. The car’s lights are off. The only illumination comes from the car’s dash, and the stars overhead. I set the cruise control, then move up in the seat until I’m sitting against the head rest. I put my feet on the steering wheel, then slowly move my hands off of it. The wind buffets my face. I lean back, close my eyes and hold my arms towards the heavens.

I’m free.

 

 

  

Jonnie Wright is a customer service evaluator and trainer, professional secret shopper, marketing strategist and host of The Unsecret Shopper Radio Show, Saturday mornings 8-9am, on 1350, KRNT.       

    

Ways to contact Jonnie:

    

Click to be taken to Jonnie’s Facebook page    

Click to be taken to Jonnie’s Twitter page    

Click to be taken to Jonnie’s blog    

Click to email Jonnie (jonnie@theunsecretshopper.com)    

Phone: 515-480-4190

Categories: Non shopping stories

The Unsecret Shopper Radio Show For Saturday February 5th, 2011

February 5, 2011 Leave a comment

 

Hello shoppers…

As you prepare for takeoff (off the couch) and fly to your friendly neighborhood (Dahl’s) grocery store to stock up on chips, dips, meats, treats (and Tums) of all sizes, shapes and flavas in preparation for Sunday’s Steelers/Packers Superbowl tilt, please enjoy this pre-flight audio:

The Unsecret Shopper Radio Show for Saturday February 5th, 2011 

(Left click to listen, right click to download, don’t click to not hear)

In today’s show, I give a 10,000 foot (over)view of Thursday’s secret shopper review of The Des Moines Airport, United Airlines, the TSA and flying in general.

I talk with Roy Criss, Air Service PR Manager for Des Moines International Airport, about the facility’s recent renovation, plus who to complain to if your flight is late, your car got ticketed or a TSA agent made you cry (hint: it ain’t the airport).

I also chat with Tony Garcia, VP of local markets for Regionalhelpwanted.com, about those great Des Moines Help Wanted ads, and why the site works so well, for employers and potential employees alike.

I’ll close out the show with Jeff Graham, mayor of Watertown, New York. Jeff talks about why everybody in Watertown seems so happy, even though they’re 30 miles from Canada and 1500 miles from Florida.

I hope you are happy wherever you may be, and regardless of the outcome of tomorrow’s game.

As a Dallas Cowboy fan, I will not be.

My prediction: Steelers 27, Pack, 21.

 
 
 

 

"How 'bout dem Cowboys!"

 

 

Shadup.

 

  

Jonnie Wright is a customer service evaluator and trainer, professional secret shopper, marketing strategist and host of The Unsecret Shopper Radio Show, Saturday mornings 8-9am, on 1350, KRNT.       

    

Ways to contact Jonnie:

    

Click to be taken to Jonnie’s Facebook page    

Click to be taken to Jonnie’s Twitter page    

Click to be taken to Jonnie’s blog    

Click to email Jonnie (jonnie@theunsecretshopper.com)    

Phone: 515-480-4190

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