𝐇𝐨𝐰 𝐭𝐨 𝐈𝐝𝐞𝐧𝐭𝐢𝐟𝐲 𝐚𝐧𝐝 𝐅𝐢𝐱 𝐭𝐡𝐞 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐆𝐚𝐩𝐬 𝐘𝐨𝐮𝐫 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬 𝐍𝐞𝐯𝐞𝐫 𝐑𝐞𝐩𝐨𝐫𝐭 You can’t fix what you don’t see. A friend walked into Home Depot. He’s a regular DIY guy. Now, most products are locked up—anti-theft cases. Makes sense with rising shrink. But it also means you need staff to help you unlock and buy. He found three employees. Asked for help. “We’re on lunch,” they said. And walked away. No direction. No handoff. Just gone. He left the store without buying. Now here’s the question: How would corporate ever know this happened? Not from a lost sale. Not from a complaint. Probably never. The system is broken—but it hides behind numbers and processes. This is where apartment leasing (and most businesses) fall into the same trap. You assume your training works. You assume your team is helping customers. You assume your systems are being followed. But unless you test it, track it, and talk to customers, you’re blind. Secret shopping. Call reviews. Real-time feedback. It’s not optional. It’s how you see the holes before your customers walk out. Processes don’t sell. People do.