dspeakes Wrote:
-------------------------------------------------------
> Well, I had an interesting experience on the other
> side of the fence today.
>
> I started a new part time job in retail. Having
> mystery shopped for awhile, I was probably more
> alert than most to the standards given to us in
> training, which I attended with 18 other newbies
> on Saturday in Phoenix. (Greet all customers
> within 30 seconds, answer phone within 3 rings,
> always ask for their loyalty card before ringing
> them up, always thank them, etc.)
>
> My store does not have a manager at the moment. I
> was "started" by one of the Parts managers who is
> acting manager until the new manager comes up next
> week.
>
> I listened to the phone ring off the hook all day.
> For one call, when I was the only person actually
> in the store at the moment, I went ahead and
> answered it, then handed it off to one of the
> others when they came back inside. But a couple
> of calls actually rang off without being answered,
> and none were answered in three rings, nor did any
> of the four people I was working with seem all
> that concerned about it.
>
> When showing me how to use the register the only
> time they asked for the customer's phone number
> (which tied to the loyalty card) was when selling
> a warrantied item.
>
> Nobody was calling, "Welcome to ....." as
> customers came in. Most were largely ignored (if
> I didn't waylay them to see if I could help them)
> until they actually approached the counter.
>
> And I heard more than once, "We're supposed to do
> this ... (safety thing)... but we don't bother
> with that."
>
> If we were being mystery shopped... the store
> would have flunked completely.
>
> So now I have a dilemma. Do I do things "right,"
> and thus make everyone else look bad (and me look
> like a goody two-shoes) and therefore hate me, or
> do I do things like the rest of them?
>
> I'm an overachiever. I expect I will be hated
> before long.
>
> Frankly... if we were mystery shopped (and we are
> not) it would make it a whole lot easier to do the
> right thing.
>
> Interesting being on the other side of where a
> fence should be, but isn't.
>
> I think I may have a conversation with the DM who
> hired me, and suggest maybe a mystery shop program
> would be enlightening. (I told him when he
> interviewed me that I have been mystery shopping.)


Just be YOU. The shining star that shines ...Do what they won't bother to do.... make your customers "happy" .....because it's the right thing to do...Not because you are a mystery shopper or because you are new...but just because it's the right thing to do!

Totally interesting to hear this from the "other" side of the fence....Looking forward to responses.....

dspeakes Wrote:
-------------------------------------------------------
> Well, I had an interesting experience on the other
> side of the fence today.
>

Begging your pardon, but I would call that straddling the fence. Going to the other side would be when you are mystery shopped yourself. By the way, that was my introduction to mystery shopping. Then, you can see how well your company uses their mystery shopping program to management identify how well they are doing help train employees to do better. Many companies use it well as mine did to help train and motivate employees.

You hit the nail on the head when you said earlier in this thread mystery shoppers are trying to catch them doing it right. Did you know customers will write or email a company more often with complaints than positive comments? So mystery shoppers are a great way to get balanced, accurate feedback. Those of us that are doing it are giving lots of positive feedback that companies would not have gotten otherwise.

MysteryMojo, I also think you really do need to change your view on this. Focusing on the perceived negative won't get you anywhere in this business or in life in general.

I think I am going to have to act as if I could be mystery shopped. I'm too much of a stickler for rules not to. Will be interesting to see if things change when a real manager arrives next week.

The guys were really helpful with me for the most part. I guess I can say it's an auto parts store where I'm working. I had to ask for help getting a large battery down from the top shelf, and the tall guy who came to help me told me how to do it by myself if I was ever alone. It was nice to be treated as someone who can do the job, not like a helpless little woman in a man's world. I might have tried it on my own, but there were five other batteries on a slanted shelf behind it and I wasn't sure I could control it if the others all slid down as soon as I lifted the front edge clear of the shelf and didn't want to start my new career dropping a battery on my foot.



Edited 1 time(s). Last edit at 08/20/2014 04:51AM by dspeakes.

sandyf

Wow -- thank you. I am humbled by your words. Your post has refreshed me so you are refreshing as well. I have been impressed and inspired by all of the thoughtful replies. I have also received an encouraging private email from a shopper. I am thankful that this thread has been about discussion of shopping and companies rather than anyone thinking I was being judgmental of shoppers and our actions. I have enjoyed reading how people approach their scenarios. I am thankful for this forum in general. And I am thankful for you.

dspeakes

Do things right and to the best of your ability. It doesn't matter what others do or don't do. Always do your best and be your highest and finest self.

I'm a bit encouraged because the real acting manager (she seems to be over the one who was there Monday) seems to embraced the "policy." I really liked her. She's been there for eight years.

Maybe with the two of us setting an example we can get the slackers in line, LOL.

My next day is Friday. I'm actually looking forward to going back.

Yeah, I totally get your point. Sometimes companies want their employees to do ridiculous things that seem awkward to me. I don't like filling out reports that make employees say weird things or make it seem as if they aren't doing their job unless they ask every question every time.

Do other areas require Arby's employees to say, "We're in a good mood!" or something equally ridiculous at the drive thru or is it just mine? I've shopped them and it wasn't asked on the report, but they have been saying it for at least a year by now.

I frankly couldn't care less what mood they're in.

If so, mine screws it up or does it as a joke. "Are you in a good mood? I'm in a good mood. You'll be in a good mood too, after you've had some good mood food."

erica.worthey

We fully agree, Erica.

BBird0701 Wrote:
-------------------------------------------------------
> If so, mine screws it up or does it as a joke.
> "Are you in a good mood? I'm in a good mood.
> You'll be in a good mood too, after you've had
> some good mood food."


Well, *that* makes more sense than just announcing they are in a good mood. But if someone delivered a speech like that to me while I'm sitting there wanting to give them my order before I forget what I wanted I'd likely say, "forget it" and leave. (And "good mood food" sounds like funny brownies to me.....)

But then there would be no jobs for mystery shoppers if shops had Undercover Bosses. I do a lot of Banks and it's pretty repetitious and I find myself going through the motions. That's when I know to take a break for awhile. But, when a banker does a great job and gets almost everything right that gives me great satisfaction. I then cannot wait to write a great report on them. If your truly unhappy, as others have stated, pick and choose the shops that give you satisfaction.

Edited 1 time(s). Last edit at 08/22/2014 10:43PM by mollycosmo.

I am uncomfortable with play acting or making up stories so I just don't take shops more than once that require it. I read the guidelines within minutes of receiving a new shop, if the amount of play acting is beyond what I feel comfortable, then I cancel immediately with a polite explanation that I am not a good fit for this shop. If a phone number is available, I call it. I have only cancelled two or three times in 16 years. I did a complete a few when I first started shopping but hated the experience. I will often sit out the first round of a new shop and check forums or email scheduler directly to ask about scenarios. I never take a new type of last minute shop without verifying in advance that no play acting or setting up of individuals is required. I try to take an honest, complete snapshot of visit with as much objective detail as possible. I do accept scenarios that fit me and my family in real life. Shopping is one of many independent contractor hats that I wear. I also do training, open audits, demos and merchandising. Plus I am a typesetter and do some personal shopping-gopher type jobs. I am very careful about which shops I request as it is a portion of my job and not the main event.

I feel awful when an employee who is trying messes up. I made sure to stress what the employee did right in the comments section where ever possible. If I was not greeted promptly because an irate customer is loudly lashing out at the employee as I arrive, I mention that employee was engaged in trying to calm another guest. I take note of how fast employee greets me overall as well as time after finishing with the first customer. I note if they nodded or smiled in my direction while assisting the first customer. I have to complete yes and no or number questions but I hope that additional details give quality managers any extenuating circumstances. I want to help companies improve their level of service not just tell on people.

I often wonder what happens to reports after we complete them. I was at a bank one day and an employee had an award on her desk for passing with flying colors with a shopper. So I feel like this, back in the day, the big boss used to come in unannounced to spy on their employees to see if they were doing the right thing. None of us are perfect, not even shoppers, however, if the employee gets it right, maybe they will be rewarded. If they get it wrong, maybe they will be coached. Finding good customer service is hard to find and if I can do something to improve it, I am all for it. That is why I got started in the first place. So if you don't feel comfortable doing this, then maybe this is not the gig for you.

MysteryMojo,

I look at it as getting paid to do what I do anyway. When I'm in a place as a regular customer, if your employees did a heck of a job . . . I'll speak to a manager or even call corporate and say so-and-so at such-and-such is a gem and you should know, they did X.

If you did a crap job . . . guess what . . . I call corporate, and sometimes people get fired. Once I got every member of staff but one at a McD's canned, all at one time.

So to me? Not a lie at all. I'd be doing it anyway. It's just that now they hear when you did a merely adequate job, in addition to stellar and terrible ones.

MysteryMojo Wrote:
-------------------------------------------------------
> Hi Shoppers,
>
> I am increasingly uncomfortable with the lies
> associated with being a mystery shopper. Lying
> about interest in products to eager salespeople,
> lying about sick relatives, constantly lying in
> the faces of sincerely nice people. At first, it
> was fun creating scenarios and aliases. Now, it
> just seems like a constant BS game for mediocre
> clients who waste money spying on their employees
> rather than hiring good people and paying them
> well to do good jobs and having good managers who
> know how to inspire workers to want to give their
> best.
>
> Have you had any misgivings or ambivalence about
> the lies associated with being a mystery shopper?
> As much as we may dislike nitpicking editors,
> sometimes I feel worse lying to someone about
> being interested in buying shoes and then marking
> them down because they did not say the right
> comment about the "buy-one-get-one-free" offer
> that was plastered all throughout the store.
>
> Please share your thoughts. I'm on the edge of
> burnout and I wonder if any of you have
> experienced the same.
>
> Thank you.


Perhaps it is time for you to retire from mystery shopping? I say this with no ill will intended. I just look at it like this: If you are no longer enjoying something (anything) you are doing, a change is usually the best option. It definitely isn't worth getting upset about it. I know if I got to the point you seem to be, I would just walk away. Or smoke a joint, but I haven't done that in years so walking away is likely the path I would go.

mysterious_in_sanfrancisco

Laughing in appreciation. I am slowly on my way to retirement from shopping. Sharing your retirement status from that other method of coping

Too many errors. I'll repost my original after my twins soccer game!

Edited 1 time(s). Last edit at 08/23/2014 11:50AM by FLguy65.

I seldom comment but I love reading this forum. I really enjoy mystery shopping even though it takes me an hour to do a ten minute report. I asked my Granddaughter to do the movie theater compliance shop with me. When I asked her to go to the movies with me she was excited. When I explained the scenario to her, she lost her enthusiasm. She said no, she wouldn't do something wrong and besides if she did it and she was sold the ticket, if might get some one in trouble. She would not do it. My Son works in a bank and received a raise because of a great mystery shop report. (No, the report wasn't from me) it just shows it is all in perspective. I look for the good but report as honestly as I can because that is my job, that is what I am being paid for. If you are doing a good job I hope you get the recognition you deserve, if not I hope you get the training you need. I sleep well at night even if I have to turn in a bad report. Even for the commission shops, if I can give an honest opinion as to why I would or would not buy from that person, that person will see what they need to do to make a higher commission.

I understand how you feel. Sometimes I feel guilty about the upsetting consequences my actions have for company employees. I shopped a restaurant where a wonderful waitress failed to ask my 30-year-old son for his ID when he ordered a beer. I had to report her gaffe to her manager. To my and my son's horror, we overheard the waitress being screamed at--and fired!--as we were exiting the restaurant!

That made me feel terrible.

Robinv

Yes , if this is TGIF, an employee who does not check ID before serving an alcoholic beverage is fired on the spot. This is an upper management decree and is not up to location manager. This is true at all of their company locations. Their franchises (sometimes the ones in hotels are franchises) are sometimes able to retain the employee with a serious written warning. These alcohol compliance shops where I must immediately identify to the manager are not worth it to me because I do not like the confrontational nature of the shop. However, the mistake of the wonderful waitress was not merely a gaffe. The ID check is a primary requirement and they are frequently reminded. The waitress would also have not been surprised by the immediate termination. The employees know they are being shopped on a regular basis and they know they will immediately be fired for not checking.

Maybe it wasn't the first time she failed to ask. Companies who don't comply with the liquor laws can lose their liquor licenses and get fined thousands of dollars. If she's a wonderful waitress she'll get another job, maybe at one that doesn't serve liquor.

But it was wrong of the manager to yell at her where others could hear. It should have been a very quiet, "I'm sorry, but a mystery shopper just notified me that you did not ask for ID, so company policy requires me to fire you."

Robinv, the server did not get fired because of your actions. She got fired because of her own. While it seems harsh, a restaurant losing their liquor license for even a short time can have severe financial repercussions for everyone who works there.

I've gotten a few folks fired over carding. Here's the way I look at it:

I worked a job where I had to card for restricted items. There was a placard on every register, another one hanging from the tobacco rack, a sticker in front of the customer, and we were on notice that there were three kinds of stings going around (mystery shop, internal audit where employees from other locations would come in, and Maricopa County stings). The week didn't go by without a warning. One of my coworkers was suspended after failing to card twice. He was @#$%& about it, and I said:

"Robert, the sign is RIGHT IN FRONT OF YOU. If you don't like it, find a job that doesn't involve beer."

This was a coworker I liked, too.


If you're failing to card, you are not a "wonderful" anything. You're being lazy. It's requirement #1. You can get arrested for it. It's not hard to ask for ID and it doesn't have to be embarrassing. When we order liquor or ask for cigarettes, we know that if we look young that question is (or should be) forthcoming. So no, I don't feel bad. I feel like you dodged a bullet by failing to card 26-year-old me, rather than a 19-year-old federal sting.

I have worked for several companies who used some form of mystery shopping. The reports always came back to the managers. It depended on how important the manager felt they were as to whether any corrections were made. In most companies, a continuation of bad reports was usually not good for the manager or the employees!

I am an actor - this work is a perfect fit

Being new to the game (first shop in June), I am enjoying the role playing. I use the scenario to teach me something I didn't already know. For instance, I had to do a Home Equity shop. I don't own a home, never have, but in acting out the scenario (several times), I learned enough about home equity loans and how they work to now be an educated consumer.

When I've done a hardware store, and I've done several, I create the scenario around a present or future project. then I can use the information and the product I've bought ($3 worth of nuts and bolts!) in the future.

I've been a manager and I've been a corporate troubleshooter. Young people need to learn from their mistakes and be rewarded for good performance. If they think they are being evaluated by a mystery shopper every day, or every other day, they will realize that there are consequences for not doing their jobs, or doing their job poorly. You're not going to get a kid fired for making a messy burger, but they will get a correction.

I just went through a FF drive through the other day as a customer, not a shopper. While waiting for my burger, I was able to see a dry erase board inside with service stats on it. At the bottom was written Mystery Shop: 95% Mystery shopping isn't always about evaluating the individual, it's about identifying patterns that need to be corrected or improved on to maintain service standards and profit margins. We are important. Even when we pretend.

robinv

Wow. I feel for you, your son and of course the waitress. Your post speaks to the darker reality of how businesses use our information. While it is true that many businesses may use our results to give raises and bonuses, others undoubtedly use them to punish and occasionally fire workers over offenses that could have been handled in kinder ways.