Beat the Recession: Twenty-Five Clusters of Five: Number 23

It's time for secret shopper. How are you doing?

1. Make the phone call. How are you handled?
2. Fill in the web-site enquiry form. How long for a response? Automatic or personalised?
3. Take a long, hard look at your reception area. Well?
4. Read the literature. And?
5. Write a report as if you were a highly-paid external consultant. Get action on all the weak areas.