How often does retail leadership walk the shop floor?
Not in a pre-announced way with the eventual photo-op and subsequent LinkedIn post.
I mean, in an incognito way. To see what the customer and employee experience is really like.
In a planned visit, of course the store will be presented in a pristine manner. Staff will be checking off all the boxes related to process and service standards.
If that’s the case, then your impression of the in-store experience is, in fact, fugazi.
Even though reality shows are known to be notoriously scripted, being an undercover boss uncovers the reality of what’s going on in your stores – both the good and the bad, maybe (hopefully not) some ugly.