Wouldn't you like to know what is happening in your organisation when you are not there? Be a fly on wall, and learn how you could improve your service delivery by understanding how your employees delight your customers or not! I have the best job in the world, yes I do get paid to shop but moreso, because I help businesses deliver exceptional customer experiences, increase their employees’ engagement and customer loyalty. Let me entertain you during this enthusiastic presentation. Discover what are the Secrets of a Mystery Shopper; with real-life customer service stories, to drive change, increase performances and have a thriving business with exponential growth by taking a customer-centric approach.