E102: Mystery Shopping The Powersports Customer Experience With Fran O’Hagan from Pied Piper

In today's episode, we had the pleasure of speaking with Fran O'Hagan, President and CEO of Pied Piper, a mystery shopping organization that focuses on customer interactions at Powersports dealerships.

Fran brings a wealth of experience in dealership operations, having worked in the automotive and powersports industries, as well as being an avid motorcycle buyer. He is well-versed in how dealerships should interact with digital customers for sales and service.

During our conversation, we discussed the survey questions, how they are scored, and why it is important for dealerships to incorporate them into their customer outreach. We also talked about how dealerships of different sizes and with varying levels of resources can use this information to improve their processes.

We then touched on the importance of mystery shopping your own store to assess the customer experience. Fran emphasized how a poorly scored survey can highlight areas of improvement in your process, serving as a "burglar alarm" of sorts.

As we rely more on technology to automate workflows, it is important to ensure that it is working as intended. Pied Piper can provide valuable insights into the customer experience, but it is up to the dealership to make the necessary changes.

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