I can't get anyone to help me.

I'm hoping someone here has a suggestion for me. I'm attempting to do one of the large DIY stores. I did my out of stock, no problem there. There is no one in the plumbing department to assist me! I've waited my five minutes, called for assistance, then walk around trying to snag someone. Two associates told me I would need to speak with someone that worked in the department. In frustration, I called the MSC. The lady I spoke with kept telling me the steps I needed to take to do my shop. I don't think she understood that I've been trying to and can't get assistance. She kept telling me to just debrief. I seem to recall the guidelines stating that the shop is invalid unless I interact with an associate. This is the second time I've attempted this shop. Even with the bonus, I'm spending way too much time on this. Thoughts?

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I'm not going to be much help, except to give you comfort by reporting that there are tons on people on the forum now and surely someone will have access to the guidelines. I just vaguely remember that you have to wait a minimum amount of time before asking someone outside of the area to help.

(heart)

I intend to live forever. So far, so good.

Don't make multiple trips to the store! You're needlessly wasting time and money.

If it's Lowe's, push the assistance button. The amount of time it takes for a response affects employee bonuses, and they're usually pretty quick to show up. If that doesn't work, go to the customer service desk and ask for a manager.

The assistance button is "perfect", since I believe they get measured on the response time. When someone shows up to silence the button, insist on their help or insist they find someone who can assist you.

(heart)

I intend to live forever. So far, so good.

Not sure what DIY store you are shopping but once I am there the job gets done. Sometimes you have to be assertive and go to the customer service desk to ask for assistance. If the report says wait 5 minutes than I will do that but usually with enough eye contact you can get helped before the 5 minutes. The more unnecessary time I spend at a shop takes away $$$ from my pocket and is not efficient. So track down those associates and if the 5 minutes have gone by head for the service desk.

I wonder if announcing loudly, "Do I have to go to Ace to find a helpful hardware guy?" would help.

JK. But you might go to the customer service desk and ask that question.

Time to build a bigger bridge.

Thank you everyone for replies. Yes, I pushed the assistance button and no one showed. I finally went to customer service and asked for assistance. I will probably "out" myself, because it's all going in the report.

As well it should! Be sure to mention how several people (us, your trusty assisters) were stressed out by your lack of assistance in the store! Hey, how about going back and pressing that "assistance button" one more time for the team?

(heart)

I intend to live forever. So far, so good.

I was told with the old company that if you waited 10 minutes after having someone paged to the department then you're good to go. Don't know if that's true of the new one or not.

There are reasons that a body stays in motion
At the moment only demons come to mind

Well, I messed up. I was not supposed to go to Customer Service to get assistance and I did. It also says that you MUST be assisted for both the OOS and the main department interaction or your shop is invalid. Maybe, once I explain what I had to go through to get someone to help me, it will be accepted.

PS - Do NOT tell "you know who" it took me over two hours to complete this shop. I don't want to validate anything he says or does.

Lips sealed. Mind erased.

Good luck. I'm betting it will be accepted.

(heart)

I intend to live forever. So far, so good.

Just to clarify, I liked that post for the PS, not for the fact that you had problems with the shop, which sucks.

There are reasons that a body stays in motion
At the moment only demons come to mind

"You know who" would have given the absent employees a glowing review of how efficient they were not to waste time helping you because they make minimum wage and shouldn't be penalized for spending the afternoon in the break room instead of on the floor helping some mystery shopper screw them over.

I sure hope they accept your report because how else will the client learn what horrid service that store is dishing up? Good luck. I hope you get paid. At least it's been a learning experience. What I've learned is not to even think about doing one of those shops.

Time to build a bigger bridge.

Ditto what bgriffen said, liked the PS part. Actually laughed out loud at it.

Kathy - The exact same thing happened to me shopping the "Doors" scenario. Pushed the button right at the desk - nobody came. Went down an adjacent aisle and pushed the button - broken. Checked the adjacent department - all associates helping customers. The idea that I "must be assisted in the department or the shop would be invalid" kept coursing through my mind. I waited almost 20 minutes before finally flagging someone nearby down who couldn't help me. They did help by demonstrating that the button needed to be reset or it wouldn't work; when you push it, the little red light will go on *and* you should hear an overhead page. My light was on, but nobody was home (the overhead didn't announce). Even then, they had to go track down the guy. I blew almost an hour and 45 minutes on that shop. At least I had the consolation that it was one of those super-bonuses from a couple months back, but it made me late to another appointment.

I try to practice the 5 P's: Proper Planning Prevents Poor Performance
and then sometimes reality kicks me in the teeth.

~~~~~~~~~~~~~~~~~~~~~~~~

Could I have a receipt please?

diana615 Wrote:
-------------------------------------------------------
> Ditto what bgriffen said, liked the PS part.
> Actually laughed out loud at it.

If it's a Lowes shop you are supposed to wait for the appointed time then push the buzzer and wait and if no one has shown up in the time that you were supposed to wait you debrief with your comments. I had that experience and that's what I did and my shop was accepted with no problems.

****************

Motivation increases when we assume large responsibilities with a short deadline.

InPlainSight - I honestly can't remember if I heard the page or not, I thought I had. That might have been one of the issues. Definitely something to keep in mind for future shops though.

Pammie - It appears they updated their requirements since the last time I had done one of these. The guidelines specifically state that the shopper must interact with an employee for the out of stock scenario and an employee for the departmental scenario or the shop is invalid. I'm hoping my shop is accepted because I couldn't anyone on the sales floor to assist me and I finally went to customer service. If anything, that will get my shop rejected. How long ago did you have that experience?

dspeakes Wrote:
-------------------------------------------------------
> "You know who" would have given the absent
> employees a glowing review of how efficient they
> were not to waste time helping you because they
> make minimum wage and shouldn't be penalized for
> spending the afternoon in the break room instead
> of on the floor helping some mystery shopper screw
> them over.
>
> I sure hope they accept your report because how
> else will the client learn what horrid service
> that store is dishing up? Good luck. I hope you
> get paid. At least it's been a learning
> experience. What I've learned is not to even
> think about doing one of those shops.

lol!

****************

Motivation increases when we assume large responsibilities with a short deadline.

> Two associates told me I would need to speak with someone that worked in the department.

I think that this should qualify as an 'interaction.' The instructions say that the associates are supposed to try to help you, whether they're the specialist or not. So, if they refuse to try to help you, well, that's what mystery shops are all about.

Ishmael Wrote:
-------------------------------------------------------
> > Two associates told me I would need to speak
> with someone that worked in the department.
>
> I think that this should qualify as an
> 'interaction.' The instructions say that the
> associates are supposed to try to help you,
> whether they're the specialist or not. So, if they
> refuse to try to help you, well, that's what
> mystery shops are all about.

I never thought of it this way! I reported everything that occurred, including this, we'll see.

kathygry Wrote:
-------------------------------------------------------
> Ishmael Wrote:
> --------------------------------------------------
> -----
> > > Two associates told me I would need to speak
> > with someone that worked in the department.
> >
> > I think that this should qualify as an
> > 'interaction.' The instructions say that the
> > associates are supposed to try to help you,
> > whether they're the specialist or not. So, if
> they
> > refuse to try to help you, well, that's what
> > mystery shops are all about.
>
>
> I never thought of it this way! I reported
> everything that occurred, including this, we'll
> see.

I guess that depends on the MSC.

Not sure if you are allowed to do this but if I could not get assistance, I would walk the aisles, see a manager, smile and hope he asked me if I was finding everything I needed?

In sheer desperation, I would ask him (looking lost) ...if he knew where the light bulbs were....(or whatever you are supposed to get help with) but not sure if you are allowed to do that...

I used the assistance button, but I was new to using the button and did not hear the audible overhead. Sat there like a dummy for 10 minutes pushing the damn button, before moving on to another button, which worked perfectly the first time (heard the audible overhead). So next time I know, to listen for the audible overhead to make sure the button is working.

And yes, I notified the employee that the button wasn't functioning. His response "You know, it's been about 3 months since I last heard that button called...."

....

kathygry Wrote:
-------------------------------------------------------
> Thank you everyone for replies. Yes, I pushed the
> assistance button and no one showed. I finally
> went to customer service and asked for assistance.
> I will probably "out" myself, because it's all
> going in the report.

I would avoid doing this shop again unless it is highly bonused. Doesn't sound like it is worth the trouble.

"Evolve thyself and lose all hate...." Orphaned Land

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