Virtual Training Center

Why would your company need this service?

Many organizations feel they already have customer service and sales under control and additional training isn't an issue.  However, in our years of experience in secret shopping, we have found a significant number of companies, both service and retail, that can benefit from this type of program.

After one of our encounter specialists visits your place of business posing as a real customer, a confidential report is provided on the entire experience.  This includes feedback on areas of service discussed with you in advance and customized to your objectives.  We also provide observations of real customer interactions that occur at the time of our visit.

Suggestions for improvement are specific and manageable.  We also provide access to a hand-picked group of masters who can provide additional training at a pace that is right for you.  

Who are we?

Details of our company profile are available during the initial conversation.  Due to the undercover nature of this business, we do not post our team photo or identifiable information. The most accurate results of the encounter experience happen when your team is unaware of the pending visit or the identity of our shopping team.

What we can tell you is that the founder of the company, Laurie Guest, has over twenty years of experience as a professional speaker and trainer and has conducted hundreds of secret shopping encounters. To learn more about Laurie and the speaking side of her company, visit

The members of her crew are individually selected based on their ability to accurately evaluate and provide feedback on the products and service of your company. We guarantee our report will provide an objective, fair, and balanced assessment of your customer service.  If you do not feel you received an appropriate level of value for the investment, we will gladly refund the difference.

What type of companies do we best serve?

Both retail and service industries can benefit from our encounter system.  Certainly the easiest ones to visit are businesses open to the public with a product or service that is general in nature. This does not mean that specialized companies are exempt from our offerings. It does mean we may need additional time in the preparation phase to learn more about your industry.

We encourage you to call regardless of your industry.  If during the introduction call we determine it is impossible to pose as a customer to achieve desired results, we will be the first to say so.  You may be surprised what we have encountered over the years.

How can I help you?

I'm Laurie, and I'm glad you're here. If you'd like to shoot me your email address, I'll (infrequently!) send over useful training resources, new articles and the occasional fun story from the road.