The Jenkins Organization Takes Their SkilChecks to the Next Level

While chatting with Jeremy Rollwitz, the Regional Manager at The Jenkins Organization, we discovered that this remarkable team takes their SkilCheck mystery shops very seriously. They help create a positive and healthy competitive environment where everyone is focused on the company’s growth.

How Has the Jenkins Organization Used Their SkilCheck Mystery Shops Over the Years?

I believe mystery shopping is a valuable tool for us. It’s simple yet highly effective. One of the key aspects we appreciate about the SkilCheck mystery shops—done in person or via phone—is that they reinforce positive behaviors. This process also promotes accountability and consistency within the team. We can identify areas for improvement and engage in continuous learning and development.

Furthermore, we can measure the impact on performance and revenue through enhancements in our sales process. Ultimately, the most critical aspect is improving the overall customer experience, so we utilize SkilCheck’s mystery shopping services.

We want to ensure the teams at our stores find their approach while providing real-time feedback. We aim to have targeted coaching and ongoing learning, whether focused on customer service or other best practices. This is what sets us apart from everyone else in the market.  We focus a lot on our managers and teams, giving them all the training and support they need for excellent customer service.

There’s Always Room for Improvement

No matter how experienced our managers are, we know there is always room for growth. The SkilCheck mystery shops help us identify specific areas to focus on, such as objective handling, rapport building, or closing techniques. It enables us to tailor our coaching approach, moving away from a cookie-cutter method and instead providing a specific strategy to each employee and manager.

The data we collect on the SkilCheck results and all our KPIs at the stores supports our decision-making process and helps us track progress over time. It allows us to correlate specific behaviors with successful outcomes, ensuring that our managers drive both customer satisfaction and revenue growth, which go hand in hand.

Sometimes, we need to step back and return to the basics to ensure a solid foundation. Without this foundation, it can be challenging to piece everything together effectively.

Do You Bring Your SkilCheck Results into Your Manager Training Programs?

Yes, we hold a primary in-person manager training day at least twice a year, but typically every quarter. We close all the stores and gather all the managers from the Houston, Dallas, and Austin markets for a full day of training and development. During this time, we engage in team-building activities, roundtable discussions, and training sessions focused on various topics, such as marketing initiatives and sales processes. These topics often change depending on the time of year and the company’s current priorities.

We believe these gatherings are valuable for continuing our managers’ learning and fostering a company culture emphasizing development and growth. Ultimately, I want to train individuals so they can move up the ranks and potentially take over new positions in the company.

Managers must have the opportunity to collaborate in person, as it helps to solidify team morale. While competition among us is healthy, and yes, they take their SkilCheck mystery shops very seriously, working together is most important to move the team forward. That collaboration is where real progress happens for me.