Are leads and customer calls handled in an efficient and courteous manner at your company? Most would like to say yes. But do you really know? When creating a marketing plan, we often test the sales process of our clients and their competitors by engaging with the company as any interested potential buyer or customer would. Too often, we find that companies are slow to follow-up or don’t respond at all. Create a special e-mail address and request information on a product or service. How quickly does someone respond? Is the information provided appropriate for the request?  Do your competitors have a better process? Have someone call your customer service number and ask a question. Is your customer service team knowledgeable and courteous or curt and unhelpful? Secret shopping isn’t a new concept. But it’s often overlooked.