This book is a result of my experience as a mystery shopping provider as, a mystery shopping user and a mystery shopper. Mystery shopping is without a doubt hard work. But if I could chose to work in any industry in the world, I would chose mystery shopping. It is so great to realize that employees become more motivated and companies really improve their sales, service level and bottom line results. Only by using mystery shopping, businesses have the chance to see what is really going on in the interaction with their customers – in The Moment of Truth. I love this industry! I want to thank our mystery shoppers, colleagues, and clients for being my source of inspiration. I also want to thank my fellow colleagues from MSPA for helping me gather facts and for sharing their invaluable experience with me. I especially thank my family for always supporting me. Now I will again have some more time to shop and play golf. Veronica Boxberg Karlsson