Is It Time To Send In A Secret Shopper?

You know, everyone goes around talking about the importance of customer/client service.  There are whole books, in fact entire industries built around the notion taht consumers today have choices and if you don’t make things easy for them, your competition will.  Less charitable books and experts speak of the consumer’s lack of "loyalty". 

Anyway, I just got the 90-day warning on my complimentary virus protection software that came with my new laptop.  Of course when I clicked on it, I was sent into the Circle of Hell.  Here I am ready, willing and able with credit card in hand and I cannot figure out how to give them my money!  Their process is THAT screwed-up (McCaffee, by the way)

What’s it like for YOUR clients to try and do business with you?  Is it time to send in a secret shopper to find out? 

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