Secret View Experience of the Month December: NAME IT Hoofddorp
3/2/2025
Congratulations, NAME IT Hoofddorp! You’ve won the Experience of the Month Award for December! Every month, our mystery shoppers carry out assignments in thousands of stores, and from all these results, we select the most remarkable, customer-friendly, or best experiences! This month, without a doubt, the award goes to NAME IT Hoofddorp!
A natural passion for retail
Olesia Ketrosan, store manager of NAME IT Hoofddorp, has extensive experience in the retail industry. Since October, she has been managing the children's clothing store in Hoofddorp, and in a short time, she has made a strong impression. Our mystery shopper was highly enthusiastic about her service in the store:
"The employee took plenty of time to provide advice. She made the conversation personal and warm, offering excellent suggestions. An employee to cherish!"
As a mother herself, Olesia understands firsthand the challenges and needs parents face when choosing children's clothing. This allows her not only to offer great advice, but also to anticipate her customers' needs. She still remembers this specific mystery shopping visit well: "I remember exactly who the mystery shopper was. I don’t speak Dutch yet, but he was so kind. I carefully wrapped his purchase, even though he said it wasn’t necessary, and he was really happy with it. I knew his daughter would appreciate such a gift. It’s those little extras that make the difference."
A radiant team and consistently high scores
Brenda, Area Manager at NAME IT, praises Olesia’s dedication: "Olesia is our first English-speaking store manager, and she has truly raised the bar for other NAME IT stores. She leads a fantastic team, with service as the number one priority."
Linda, Country Retail Manager, is also proud of NAME IT Hoofddorp’s performance. She highlights the importance of mystery shopping within the company:
"We regularly put the stores with the highest scores in the spotlight. Soon, we will do the same here by presenting certificates to the respective teams."
Despite NAME IT Hoofddorp’s consistently high scores, Linda sees opportunities for further improvement, especially in sales conversations: "We see upselling as a service, not as something pushy. You’re helping customers by offering something extra, and we want to keep getting better at that."
From autopilot to conscious action
The NAME IT team actively uses mystery shopping results to continuously improve. Brenda explains: “I conduct a lot of sales training. For every part of the customer journey, I refer to Secret View’s insights to see what can be improved. Receiving feedback can be challenging, and people often get defensive, but it really helps to break free from autopilot mode."
NAME IT Hoofddorp has now completed three rounds of mystery shopping evaluations. Olesia and her team have demonstrated that delivering outstanding service and going the extra mile ultimately pays off in the results!
Congratulations once again, NAME IT Hoofddorp! Here’s to many more high scores!
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