Mike Albert

Satisfaction Services Inc.- Founder and Chief of Service

Biography

In 1989, Mike Albert founded Satisfaction Services Inc. Developed as a contrarian concept in the mystery shopping industry, Albert created the business to take a distinctively positive approach to the business, building a philosophy around beliefs such as:

• Share your goals for customer service with everyone in the organization. If you recognize positive behavior in your organization, it will happen with greater frequency.

• People spend money when and where they feel good and a good service evaluation program can ensure that people feel good about your organization -- all of which translates into higher sales, customer retention, loyalty and frequency.

• It is impossible to compete on price, customer service is the ultimate differentiator.

As founder and chief of service, Albert develops corporate vision and strategic direction, manages business development and technological advancement efforts, and oversees top-line management functions for the company. Under Albert’s direction, the company has grown to four offices and become a leader in the mystery shopping business with proprietary technology and real-time reporting unparalleled in the industry.

Prior to founding Satisfaction Services, Inc., Albert had spent many years in restaurant and retail. He started his career with Bristol Meyers before venting his entrepreneurial bent with a wildly successful wholesale and retail venture in which he introduced the turquoise and silver jewelry craze to the eastern United States. As a follow up, Albert opened a fine dining, French-focused restaurant in Palm Beach, which became extremely popular, allowing him to sell after only two years. Next, Albert joined Fuddruckers with the opening of its second restaurant, focusing on the operations side of the chain and contributing to the dynamic growth of 100 plus restaurants prior to the company being sold.

In 2003, Albert opened up the Satisfaction Services concept to other entrepreneurs by offering licensed offices and franchises in select markets.

Mike Albert is also a keynote speaker on "Customer Service" and the Guest Experience. Some articles and interviews follow:

Satisfaction Services spotlights poor customer service trend on TODAY Show

Today Show Video Segment

This morning, mystery shoppers from Satisfaction Services a leading mystery shopping company were featured on The Today Show in a segment about the decline of customer service. To investigate claims that service is at an all time low, the team had taken hidden cameras into leading retail establishments and later critiqued the film footage of both good and bad service for Today Show viewers. Mike Albert is also a guest speaker - MORE

Quality Digest
Five Steps to Stellar Customer Service How do you achieve stellar customer service? By following five easy steps.  MORE

Grocery headquarters
FOOD FORUM The bottom line on service
A well-run quality evaluation program can be a key reason your shoppers are happy with your stores and keep coming back.
Do you know how much your customers are worth? More importantly, do your checkers and front line employees know? If a family spends $100 per week and shops your chain for the next 20 years, it is worth $104,000 to your company. Losing just 10 of those customers can mean losing $1 million. MORE

Money Talks
Secret shopping puts customer service under microscope
Have you ever been in the grocery check-out bagging your own stuff while two or three store clerks stand not too far away talking loudly about taking their upcoming 10-minute break or when their shifts end for the day? MORE

QSR
Quality and Speed for Restaurant Success Sep 6, 2006
Using technology to improve mystery shopping.
When a restaurant operator wants to evaluate their operation, it would be nice to be able to read customers’ minds. Secret shoppers, who are clandestine agents sent to evaluate your business, can provide that insight. MORE

Small things can add up to a happy, loyal customer...
or lost business
"Do you know how much your customers are worth?" More importantly, do your store employees and servicemen know? If a family uses your cleaning and maintenance services weekly and spends a $100 per month, they are worth $24,000 to your company over the next 20 years. Losing just 10 customers can mean losing almost a quarter of a million dollars. MORE

Marketing News
Internal evaluation programs aid campaigns
Why would a marketing publication, namely Marketing News, devote a special section entirely to customer satisfaction? A better question might be, why spend thousands or millions of dollars in creating a product or concept and then spend thousands or millions of dollars in advertising to drive people to the product or service, if you don’t know what you are doing to the customer when they finally do come into your business? MORE

NBC, Video, Magazine Articles, News, Restaurant, Retail, Marketing, Industry publications, Electronics Industry CEA, Para, TODAY Show segment on customer service and articles on the Steps of Service and Guest Loyalty and Staff Rewards,Restaurant News

Creating an Effective Mystery Shopping Program Effective Mystery Shopping Customer Service

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Mystery Shopping Customer Service "Shoppers" visit businesses to evaluate customer service, product quality and delivery.

Mike Albert - Founder of Satisfaction Services, Inc. and is a guest speaker on Hospitality, The Customer Experience and Customer Service

Satisfaction Services, Inc.®

Corporate Headquarters - Florida

P.O. Box 11045
Fort Lauderdale,
Florida 33339
United States of America

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