Asked to respond to Shopped Employee's Responses

dmh426 Wrote:
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> I shopped a retail store and it was a horrible
> experience. HORRIBLE. A week after I submitted my
> shop, the scheduler emailed me and said that the
> client would like clarifaction. The clarification
> were the shopped employee's responses to my
> report. There were outright lies, fabrications and
> misleading information by the employee. The
> employee stated that I "must have been in a sour
> mood that day" and took it out on her in my
> report. I basically had to rebutt the lies of the
> shopped employee.
>

dmh426
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>This particular company did have a concentration on the friendliness and helpfulness of their staff. The >reason I said that my shop was horrible was for numerous reasons, including a conversation the >employee had on the phone which was obviously personal (how else would I know her child "Billy" was >suspended for bullying and that it was an inconvenience for her to have to take time off from work).

Hmmm.....the son is a bully and the mom tried to force you to recant. The apple didn't fall far from that tree, huh?

*********************
I'm "Sandi" in the Middle!

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I am finding (as many others probably already have), that the little recorder on the cell phone works wonders. If there is every a question on how an employee responded, it is recorded. Turn it on and just put it in your pocket. I have just now started using it, and find it is invaluable, and jogs my memory, in little things that I might have forgotten by the time I got out to my car. In instances like this, though it has never happened to me, I think it would be handy to have.

ceil01 - that is exactly what happened! I was actually concerned that I remembered wrong (even though I knew I didn't) but I was reassured when I listened to my private recording. It was a fluke that I even had it running because on the dining shops it is extremely against the rules for the company I typically work for.

Now I understand that these types of shops are more for checking up on specific employees and less about customer service the company provides. It's a subtle difference but I feel less inclined to put myself on the line with a disgruntled employee when the company doesn't care to protect my anonymity in the situation. (In this case, they sent my description and day/time of shop so it was pretty easy for the employee to look up the information I was required to provide during the shop).

I was really "touched" to hear the 4+1 Guys employees received bonuses based on our reports.

And then, I got to thinking....I never got rewards for doing my job!

All kidding aside, if the employer wants to REALLY get the employees to be top performers, which equates to "an excellent customer experience" then who am I grumble

This is a good discussion of MSC's action when employees refute a shopper's critical comments. More than likely, the employee, in my case, a manager, refuted the report because it contained critical comments about her and the staffs under him/her. Of course, it is clear that they are only trying to protect their job and they challenged what was said about their performance. In some case, they even attacked the shopper. In my case, the manager went so far as falsely accusing me of non-existent conditions. What follows is interesting. What the MSC does after that, whether the MSC's scheduler or management takes the side of the employee or believes the shopper, is even more interesting. Most of the time, the MSC wants to keep their relationship with the client, whereas the shopper is dispensable. There are many more they can easily recruit out there.

I record all my shops on my phone and keep them 3-4 months. I've never needed to produce a recording but it's nice to have something to back me up.

NOTE: I'm not on the forum every day. If someone comments on my post, I might not reply right away. I've been a shopper since 1991. I've never done any work for a MS company in any other capacity.

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Asked to respond to Shopped Employee's Responses

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