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TODAY'S
ISSUE
A
look inside mystery shopping firm located in Gwinnett
By Chuck Paul
President, A Closer Look, Norcross
Special to GwinnettForum.com
OCT. 3, 2006 -- Have you ever visited a restaurant, hotel or retail
store and had a great experience, and returned at another time and
were disappointed? Did you communicate your negative experience
to management? Do you think they would have taken any action if
you did?
Paul |
To be successful, companies need regular feedback from customers.
And, since many of us don't take the time to communicate our experiences,
both negative and positive, many companies rely on mystery shoppers.
In recent years, the mystery shopping industry has grown exponentially.
Every day, thousands of "mystery shoppers" are reimbursed
to stay in hotels, eat in restaurants, and even shop in retail stores.
One such company is based in Norcross. A Closer Look, founded by
CEO David McAleese and me in 1994, today has more than 110,000 qualified
mystery shoppers across the U.S. and Canada. Its client list includes:
Buckhead Life Restaurant Group, The Capital Grille, Hilton Hotels,
Houlihan's, and P.F. Chang's China Bistro, among others.
Both of us are hospitality industry veterans. I started out in
the kitchen at Steak and Ale in 1968. David moved up the ranks at
the company, joining the management staff in 1974.
I learned a lot from Norman Brinker, founder of Steak and Ale,
including what drives recurring customers. Brinker often said, "Most
companies do the big things right but it's the little things that
count." I remembered this advice when I started building A
Closer Look. I always share it with others who are building businesses.
David has successfully managed a myriad of dining concepts from
casual to fine dining restaurants. In addition, he has held a number
of senior management positions in both corporate and privately owned
restaurant companies.
What makes a good mystery shopper? There is much more to mystery
shopping than just enjoying the shopping process. Attention to detail,
excellent grammar skills, objectivity, reliability and the ability
to express oneself clearly and succinctly are absolutely critical.
In addition, top shoppers are observant, organized, perceptive,
focused and detail-oriented.
Here's what happens on a typical shopping visit. Once assigned
to a location, a mystery shopper must review the guidelines for
the shop, including the questions they will be required to answer.
The majority of questions are yes/no, which makes scoring a shop
easy. In addition, there are several areas that require subjective
comments or an explanation of why a particular rating was given.
All this is fed back into our offices, and A Closer Look editors
review the feedback, and sometimes ask our mystery shoppers to explain
their comments if the editor finds them confusing. Only after final
review is the client forwarded the Mystery Shopper's comments.
A Closer Look then sends the shopper reports to clients electronically.
Clients use the information from mystery shops to praise, teach
and motivate the managers and employees in that specific location.
When visited by mystery shoppers on multiple occasions, a client
can hone in on specific areas where they are doing especially well
or zero in on an area that may be in need of attention. In the restaurant
scenario, areas of concern may include: food taste, cleanliness,
or service times.
For more information about A Closer Look or to find out how to
become a shopper, visit www.a-closer-look.com.
ELLIOTT
BRACK
Similarities to U.S. Revolutionary War and
Iraq abound
By
Elliott Brack
Editor and Publisher
GwinnettForum.com
OCT. 3, 2006 -- What will it take for us to get out of Iraq?
What if….a civil war broke out in Iraq? Would that help?
Brack |
That said, has a civil war broken out there?
Reading early American history within the last four years, we are
struck at the similarities between when our country was being founded,
and what is going on in the Middle East today. Iraq was a defined
country of its own when the United States jumped into the zone,
ostensibly to take on the fight against terrorism. And for a while,
the superior American forces ran roughshod over the Iraqi Army,
zipping through the countryside. Matters looked good.
Back in the 18th Century, the British fought in America to quell
an uprising of what it thought of as its overseas citizens. During
that time, the British Army was thought of as the world's most mighty,
just as the American Army is considered the world's mightest power
today. Time and again it appeared that the upstart colonists were
over-matched, and would soon fall to the obvious power of the British.
About the only obvious advantage that the rag-tag Americans of
the colonies had was that they were fighting on what they perceived
to be their own turf. The Brits were an ocean-away, both with supply,
reinforcements, and obviously, with high level leadership. In those
days, it would take weeks or even months for decisions in London
to be felt on the ground.
The big difference today in the American efforts to stabilize Iraq
is that there is instant communication between the troops in the
field and those back in Washington. Yet one similarity remains:
the actual war is half a world away, and the American-led forces
are just like the British, an invading Army not familiar with the
country they are trying to defeat.
Since the initial American victories in direct confrontation three
years ago, an entirely different strife has developed. What started
out as disruptions and individual acts of aggression have dramatically
changed. Now there is widespread rampant civil unrest, increasingly
a guerilla type of rear-guard action. By the time the U.S. led forces
secure one area, something disruptive happens in another. Often
these skirmishes and outright attacks on our forces happen simultaneously.
Coupled with these rampant insurrections, there is the continual
hatred of elements and factions within the country against one another,
often erupting into armed conflict, ambushes, suicidal attacks and
death. It is often Iraqis killing Iraqis, one faction against another.
So the question comes: at what time do we realize what is happening
in Iraq is war among the substantial factions, all armed to the
teeth, within the country?
In other words, a civil war.
The American posting of its Army in Iraq has weakened the American
military defense forces to its lowest level in years. We must find
some way to bring our troops home, and not interject ourselves in
what is obviously becoming a Civil War.
Can't we learn from the lessons of the 1776 era?
ABOUT
OUR SPONSORS
 The
public spiritedness of our sponsors allows us to bring GwinnettForum.com
to you at no cost to readers. Today's sponsor is the Aurora Theatre,
Gwinnett County's first choice for professional theatrical entertainment.
Celebrating their 11th year and inaugural season in their new home
on the square in downtown Lawrenceville, the Aurora Theatre is committed
to producing quality, professional theatre for North Georgia. In
the 2006-2007 Season Aurora Theatre will produce Five Mainstage
productions including: Glorious! and Christmas Canteen 2006 in their
interim theatre at Lawrenceville City Hall. The season will conclude
with Noises Off & Camelot to be staged in Gwinnett's crown jewel
for the performing arts, the new Aurora Theatre., For young children,
ask about the Saturday Children's Playhouse on the second, third
and fourth Saturday Morning of every production. Aurora Theatre
also produces Lawrenceville Ghost Tours, a year-round weekend attraction
which will be running every single night in October. To purchase
individual tickets, season tickets or for more information, visit
their website at www.auroratheatre.com
or call 678-407-6690.
FEEDBACK
10/3:
Can't believe Clinton said this with a straight face
Editor, the Forum:
Former President, Bill Clinton states in a recent interview on
Fox News that while in office he had a plan to invade Afghanistan,
topple the Taliban and kill Bin Laden. He even said this with a
straight face. I believe this about as much as I believe the Easter
Bunny is going to come see me next spring.
-- Todd Evans, Dacula
Dear Todd: What! Use sarcasm in the Forum! Unheard
of. -eeb
Ever wonder who is
alive and who is dead?
Editor, The Forum:
Ever wondered who is dead and who is alive? If a certain rock star
or politician was still around? If an actor or actress had passed
on?
Well, there is a certain web site: http://www.wa-wd.com/
that can answer questions such as these. It tells about different
famous people and whether or not they are living or deceased and
it's filled with interesting trivia.
-- Cindy Evans, Duluth
Seeks input from Americans
to help rebuild Gulf coast
Editor, the Forum:
We, the undersigned citizens of the United States, ask the White
House and Congress to fulfill the promises made on September 15,
2005, by President George W. Bush, in a nationally televised broadcast
from historic Jackson Square in New Orleans. The President pledged
that America would "do what it takes" to rebuild the Gulf
Coast, and that "we will not just rebuild, we will build higher
and better".
These are promises to be fulfilled not only by the President but
also by the nation as a whole, if it is to live up to America's
historical commitment to all citizens.
We respectfully call on the nation to support the fulfillment of
the President's pledge:
- We request sufficient assistance and a streamlining of the relief
distribution process to better enable the businesses and residents
of the Gulf Coast to help themselves recover from this crisis.
- We urge the President and Congress to make a commitment to coastal
protection, a marrying of coastal restoration and hurricane protection
that is key to rebuilding and revitalizing the region.
- We call on the President and Congress to create a continuous
funding stream to support coastal protection efforts, through
a 50 percent sharing of federal Outer Continental Shelf revenues
from offshore Louisiana.
- Lastly, we ask and invite every member of Congress to personally
visit the Gulf Coast region to experience first-hand the devastation
and to realize the full scope of this national tragedy. Our nation
has always come to the aid of its own in a time of crisis. It
is part of the national covenant of citizenship that we, as Americans,
have with our government. The United States demonstrated such
will with New York City after September 11 and with rebuilding
Iraq.
We believe that preventing the loss of one of the country‚s
great cities, important communities and natural resources along
the Gulf Coast must be a part of America‚s will and we ask
our fellow citizens for their support.
-- Douglas Domas, Atlanta
UPCOMING
AADD
Forum tonight at Instrutional Support Center
The Atlanta Alliance on Developmental Disabilities (AADD) and the
Unlock the Waiting Lists Campaign will offer a special forum on
Tuesday, October 3 focusing on issues relevant to developmental
disabilities and how individuals and families can advocate for resources,
supports and programs. The event, "Conversations that Matter:
Town Hall Meetings on Disability," will take place at 7 p.m.
at the Gwinnett Instructional Support Center at 437 Old Peachtree
Road in Suwanee. The event is free.
To help parents deal with these kinds of challenges, AADD and the
Unlock the Waiting Lists Campaign, a coalition of advocacy groups
in Georgia will host a series of town hall meetings throughout the
state this fall and winter of next year.
Gwinnett to mark October
as Hispanic Heritage Month
The month of October is Hispanic Heritage month and Gwinnett County
will be celebrating in full swing.
Ingrid Hervey, Chairperson for the Hispanic Advisory Committee,
says: "It is a chance for others to get to know the Latino/Hispanic
culture and have a good time." The festivities will be at the
Wal Mart shopping center at 1400 Lawrenceville Highway on October
14 starting at 11 a.m. There will be folkloric dances, music presentations,
vendors providing a taste of their countries foods and much more.
Over thirteen Latin countries will be represented showcasing the
diversity within all Latin cultures.
In addition, Gwinnett Justice Administration Center will transform
the right wing of the first floor of the Gwinnett Justice &
Administration Center into a colorful display of Latin America.
Pottery, basket weavings, paintings, clothing, and music are just
a few of the displays that will line the sides of the hallway. The
self-guided exhibit will be on display throughout the month of October.
For more information about the Hispanic Heritage month event festivities,
call 770-638-5668.
SecureWorks president
to address next Technology Forum
Gwinnett's Technology Forum will have for its next meeting the
president and CEO of Secure Works of Atlanta, Mike Cote. The Forum
meets on October 17 at 7:30 a.m. at the Busbee Center at Gwinnett
Technical College.
In a recent article in Financial IT Security entitled, "The
Cyber War," Cote commented that "If one types "hacker"
into Google, one gets more than 170 million hits, with 'How to become
a Hacker' at the top of the list." Cote's presentation, "Internet
Security in the 21st Century," will discuss cyber war and the
lines of defense that businesses can take to win the battle against
hackers.
.
RECOMMENDED
- An invitation: What
Web sites, books or restaurants have you enjoyed? Send us your
best recent visit to a restaurant or most recent book you have
read along with a short paragraph as to why you liked it, plus
what book you plan to read next. --eeb
GEORGIA
TIDBIT
Populist
Party had brief history in Georgia political circles
In 1892 Georgia politics was shaken by the arrival of the Populist
Party. Led by the brilliant orator Thomas E. Watson this new
party mainly appealed to white farmers, many of whom had been impoverished
by debt and low cotton prices in the 1880s and 1890s. Populism,
which directly challenged the dominance of the Democratic Party,
threatened to split the white vote in Georgia. Consequently, the
Populists boldly tried to win black Republicans to their cause.
Such appeals outraged Democrats and visited upon the state some
of the most dramatic and bloody elections in its history.
Watson |
Populism blazed across the Georgia scene only briefly. By the end
of 1896, it was nearly exhausted. For better or worse, however,
the movement's short existence profoundly affected state politics.
And Thomas Watson remained a commanding force in Georgia politics
for more than 20 years.
After the defeat of 1896, white Populists slowly drifted back to
the Democratic Party. But few forgot their political heritage. In
1906 Tom Watson came out of retirement to support the gubernatorial
campaign of Hoke Smith, an Atlanta progressive. Watson also demanded
the disenfranchisement of black voters.
This about-face, and a growing eccentricity in Watson's behavior,
troubled some former Populists. Nevertheless, thanks to Watson's
support and the support of most of the former Populist counties,
Hoke Smith was elected. Smith led the fight for many of the reforms
that Populists had once demanded, including prohibition and an end
to convict leasing. But he also oversaw a successful campaign to
disenfranchise the African American voter in Georgia.
THOUGHT
OF THE DAY
One way to get the
light of reason turned off
"A Western civilization that will not recognize the essential
role that Judaism and Christianity played in its development and
will not defend its faith in these religions and the right of other
faiths to exist unthreatened, will fall victim to the irrationality
and violence of Islam, and the light of reason will be turned off."
-- Science writer and journalist Alan Caruba, via David Earl
Tyre, Jesup.
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