An MSC called me last week to do a FF audit that required photos to supplement the report. I took them as discretely, though I do think an employee saw me and reported it to the Manager on duty. I bought a soda and sat down as a paying customer is entitled to (really though wanted to make sure I got everything I needed). As I got up and left, I asked the employee a question. The employee was scared as he saw me approach him. His response was that he didn't know. I then asked if there was any one else who could assist me. The cashier next to him interrupts and basically tells me to go *#$! myself. The Manager came over and assisted me as best and as polite as she could, without confrontation.

I told my scheduler what happened. I hope they will share it with the client. But, since it wasn't a shop, I wasn't supposed to be rating customer service. I don't know what to do. I don't want to go around the MSC, as they're my employer, and I've enjoyed working with them for the last six months. But, at the same time, I want to let corporate know how I was treated and made to feel, especially given that I was a paying customer, and entitled to the same respect as the others. Believe me, I was so put off by the behavior of these two employees that I will never ever set foot in that restaurant again, not even to shop them. The disrespect, defensiveness and lack of appreciation for my business have really bothered me. I don't know if I should tell my scheduler I want to make my experience known to corporate, and him and I can work together at it. What do others think?

Is it possible you overreacted? What was the purpose of the photos? If you were doing a menu audit, those are competitor shops - I've been questioned before when doing these. And if they were menu audits, it might have looked like you were taking the employees' photos. That you mention the employee you approached was scared - can you elaborate? What did you ask the employee?

In any case, the employees most likely did not treat you like they treat a "normal" customer - one who doesn't have an ulterior motive - because they saw you snapping photos inside their workplace. Be sure your behavior did not cause theirs before you make a fuss about this.

jonk Wrote:
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> Is it possible you overreacted? What was the
> purpose of the photos? If you were doing a menu
> audit, those are competitor shops - I've been
> questioned before when doing these. And if they
> were menu audits, it might have looked like you
> were taking the employees' photos. That you
> mention the employee you approached was scared -
> can you elaborate? What did you ask the employee?
>
>
> In any case, the employees most likely did not
> treat you like they treat a "normal" customer -
> one who doesn't have an ulterior motive - because
> they saw you snapping photos inside their
> workplace. Be sure your behavior did not cause
> theirs before you make a fuss about this.

I disagree. The workers are paid to act and conduct themselves professionally at all times. Even if the customer had acted like a complete jerk, they should still be polite. I would have reported the employee to the manager and left it at that.

Thanks, that's exactly it for me, I want to be sure before escalating this. This restaurant has a seating room upstairs. I approached the counter to ask how many the upstairs could seat. The cashier looked like a deer caught in the headlights. It took him a few seconds to respond to me. "I don't know," he snapped. I asked if there might be anyone else who might or who could assist me. At that point, the other cashier interrupts and says, even more rudely, "Well why don't you just go up there and see for yourself." The Manager then came over and assisted me.

Yes, it was a menu audit, but I don't think it was a competitor shop. This chain has a few different types of restaurants, and I was offered assignments at all (declined them though because I couldn't get a sitter). I personally think that I was made as a shopper. But, I am very disappointed in how I was treated. I'm really big on customer service because my parents used to own a few franchises growing up and I used to work in one store or another. We also had people taking pictures for x, y and z, but we always treated customers with appreciation and would never dream of talking to one the way I was spoken to. I don't know...maybe I'm being idealistic.

I agree that smart remark when you asked a question was uncalled for. They should have offered to find out for you. All I can guess is that they probably did see you taking photos and that influenced their behavior. Did they act professionally? No. But escalating it would only hurt you if this was a competitor shop. Best to keep a low profile. If these employees behave like this with other customers, they will be dealt with in due time.

Did the manager see the behavior and that's why he came over to you?

I believe the Manager did see what was going on, especially because she was also in the front, looking over paperwork.

Send an anonymous email (or maybe fake name - different email addy than you use for shops). Maybe a phone call in the same manner. If somebody said something like that in my establishment to one of my customers, I would certainly want to know.

If I performed an audit which did not require me to evaluate customer service, I would not report the poor customer service. If I then became a customer, which is totally separate from my mystery shopping assignment, and if I was so deeply offended by the poor customer service I received as a customer, I might (although I probably would not) take steps to notify the company. But it would have nothing to do with being a shopper or with the MSC for whom I performed the assignment.

I've decided to just let it go. Indeed, if they're like this with their customers...they'll get theirs and what's coming to them. Thanks everyone for the discussion.

I would report it privately.. separately from the audit. The only reason the customer service is poor and continues is because no one speaks up about it to the right people.