Secret View Experience of the Month Award February: Gall & Gall Maastricht
28/9/2023
Gall & Gall Maastricht at Burgemeester Cortenstraat wins the Secret View Experience of the Month Award for February! Every month, our mystery shoppers visit thousands of stores. From all these visits, we select the most notable and customer-oriented experiences! This month’s award is won by Michaél, a super-driven store manager at Gall & Gall, who has been putting his heart and soul into the liquor store for 23 years.
With a heart for the customer and passion for the profession
Michaél is at the helm of the Gall & Gall store on Burgemeester Cortenstraat in Maastricht, with a small team of an intern and a part-time employee. Although Michaél has been working at Gall & Gall for quite a number of years, this branch is still relatively new to him.
Michaél opts for a smaller store intentionally, so he can dedicate all his attention on customer service. He is completely in his element here, and the customers notice it! This includes our mystery shopper, who was extremely complimentary about her visit to the store and Michaél’s hospitality.
This is what our mystery shopper wrote: “Entering the store, I was greeted super friendly with a warm smile. The employee advised another customer but then immediately approached me. With his enormous product knowledge and interest in my wishes, he created an unforgettable shopping experience. His stories with each wine made the visit not only informative but also super fun and interesting. As a customer, I didn’t have to make any effort; he asked exactly what was needed to find what I was looking for. What an incredibly fun, humorous, and friendly man. He radiates that he loves his work and that he does it with so much pleasure, it was great to see! I left the store with the best feeling in the world and the wine I was looking for!”
Michaél is super happy and surprised: “This is really cool! I can hardly believe it. Great to hear that people leave here with a good feeling. Since I’ve been working at this location, I can focus all my attention on the customer and really search together for what they need. That’s where my passion lies. So nice that this is appreciated with this award, and I’m going to proudly display it in the store!”
WOW service
At Gall & Gall, they are currently working on the WOW-skills project. Ruben, Customer Happiness Manager at Gall & Gall, explains that they are defining the desired customer experience and service from colleagues in the store and looking at how they can elevate this to an even higher level: “The results from the mystery shopping research help with this because they provide a nice insight into the behavior of our colleagues in the stores. Within this project, we want to highlight both areas for improvement and successes. Michaél’s performance is a great example to include in this. This award is not only a token of appreciation for his hard work but also inspires all Gall & Gall colleagues. Michaél’s performance perfectly shows how dedication and personal attention make a difference.”
Congratulations to Michaél and the entire Maastricht team, on this well-deserved Experience of the Month Award!
About the Secret View Experience of the Month Award
This award is intended to recognize and reward our clients for their exceptional customer experience. We see feedback as something positive and want to convey this with our Experience of the Month Award. We hope this also motivates others to go the extra mile.
