Would you like to know how well the staff in your tasting rooms and call centers are doing in following your standards for guest service, product knowledge, selling, and service recovery?

Outside the Lines, Inc. has a program for conducting secret shopper calls for wine clubs and call centers for the wine industry. Secret Shopper programs are one of the best ways to monitor how your company representatives, whether they are employees or outsourced contractors, perform to your company standards. Unlike guest feedback, which measures the individual guest's experience and perception, a shopper program is standards-based, measuring how well performance matches company criteria.

With an Outside the Lines, Inc. secret shopper program, your company will receive:

•	A completely custom-designed shopper questionnaire, based on your company’s service standards.
•	A pre-determined number of phone shops per month and/or a pre-determined number of tasting room shops per month.
•	Wine club phone shops will cover a variety of guest service scenarios that will allow us to evaluate standards in the areas of phone answering, friendliness, helpfulness, product knowledge, timeliness, efficiency, complaints and service recovery.
•	Tasting Room shops will include an evaluation of the staff’s friendliness and welcoming attitude, helpfulness, product knowledge, salesmanship, and efficiency, as well as an evaluation of the cleanliness and ambiance of the tasting room and restrooms.
•	Scored reports, complete with comments. Monthly (or other interval) cumulative reports are also available, allowing you to compare results over time.

For more information, contact Margie Tosch at 707-933-0687 or Su Pinney at 206-650-5206.