Time passed. We picked up the pieces of our lives. Then we started packing the pieces into boxes, because we were moving to new office space.

Shortly before the actual move, the retailer called back. Our competitor had raised the price. Would we stand by our quote? Of course. Could we take over the account next month? (Well, that's when we were moving, but...) Of course. And could we do our reporting electronically, in a format yet to be determined? Uh, sure....

After thanking our new client for the account, we took a moment to savor an exceptionally robust surge of adrenaline. Then we rolled up our sleeves and tried to remember which box we'd put the Rolodex in.

Both the engagement and the move went smoothly. And, four years later, the client is not only still with us, but also says embarrassingly nice things about us, like:

"Beyond Hello provides the quality service that we require.... The experienced professionals at Beyond Hello are terrific to work with -- they provide prompt, personal service. We have no reservations in recommending them for any service evaluation project, from the most basic to the very specialized."

(This client is not the only one who has made us blush by heaping praise upon us. For more heaps, continue on.)

In one memorable instance, Beyond Hello was among several mystery-shopping firms commissioned to evaluate the night-owl dining experience at the chain's restaurants. Details regarding the contest critieria and a list of the locations to be visited would be forthcoming.

Forthcome they did, but only to the other mystery- shopping firms. Beyond Hello did not receive its marching orders until 48 hours prior to deadline.

A certain amount of frenzied activity ensued (a whole lot, to be exact). Within the 48 hours, Beyond Hello scheduled and conducted three visits, all after 10:00 p.m., to each of 155 facilities -- 465 visits in all. We favored pallid shoppers with large purple eyes for these evaluations.

We later learned that, despite the tardy instructions, Beyond Hello was the only mystery shopping firm to meet its deadline. We were also told that our reports were the clearest and easiest to use.

You Can't Sell an Old Dog New Shoes

Once we were approached by a shoe store chain that had been using one of our competitors to evaluate its outlets. The chain felt that, for some reason, our competitor's evaluations did not accurately reflect the shopping experience its stores provided.

Discussions with the chain led us to conclude that the other mystery shopping firm had done nothing wrong -- it had just used the wrong personnel to do it. The chain specialized in trendy shoes. Its average customer was between the ages of 12 and 22. But our competitor's shoppers had not reflected these demographics.

After consulting its shopper profiles, Beyond Hello performed an evaluation of the chain's stores with shoppers who either were between the ages of 18 and 22 or had children who could accompany them on the shop.

And our client received tracking data that mirrored its real customer base.

Put Down Those Scissors!

The catch was that if the clothing actually were altered, it would be unsalable to real customers. Therefore our shoppers had to notify our offices immediately upon completion of their shops, and we in turn had to immediately notify the client, so that the alterations could be canceled and the clothing returned to stock, to await customers with an appropriate level of disposable income.

Mission accomplished, but not before we'd depleted the office supply of Maalox.

Why We Don't Allow Bulls in the Office Logistical challenges, anyone?