A while back, I had a foodie shop and the guy took a lil' bit longer (he acknowledged me) but could not stop what he was doing, cooking something. No problem. I waited. It wasn't that long...less than a minute.

He apologized profusely. He asked what I wanted? I told him and he said "I'm not charging you for your drink." "NO!" I said, "Please just charge me!" (you have to order an entrée and a drink, if you don't, no shop pay!) I am fine." He kept insisting. I said, "NO! Please just give me the drink." He said, "Okay, but dessert is free!" "NO!" (we are not allowed on this shop to add dessert, or get ANY other food items.) "Please. I don't want ANY dessert!" "Well, he said, "Then let me charge you for a smaller portion (My hair is getting ready to be pulled out now, one by one._)

I am thinking, 'HOW ABOUT YOU JUST GIVE ME MY FOOD?'

He finally gives it to me and I go sit down.

I don't drink much but I think I needed a drink that day

Have you ever had someone try to give you something free, or not charge you? How nerve-wracking!!

Yep. I had a Cheesecake Factory server trip and faceplant herself and our entrees over our table and on the floor. The manager came rushing over, apologized profusely, and offered to comp our entire meals.

I was actually really put off by that, because our server looked awful...absolutely mortified, helping clean it up. He didn't spend even a second caring for her. I ignored him and asked after her, and helped clean up. He kept trying to comp the meal, then dessert, then finally offered a gift card. I didn't take any of it.

I just kept telling them it was fine, and my husband interjected and explained that he used to work in a restaurant, and that we understand that accidents happen. It took a lot of convincing, but eventually the manager backed off.

Yes, once. Very nerve-wracking, indeed. At first I said to not worry about it, but when they insisted, I thought that probably no customer would ever insist on paying when an item is being comped, so I accepted, explained the receipt discrepancy in the report, and still got paid.
Similarly, the "manager's special" once had the items I had to order plus an extra item, for a lower price than just the items I had to order. I thought it was ridiculous to insist on paying more for less, so I accepted the special when the cashier pointed this out, and then reported it. Again, got paid.
Don't know if I was just lucky or if MSCs generally take such situations into account. After all, the client would probably want to know.

I was terrified I was going to see a "blank" on the receipt, where the drink price was supposed to be!

No matter what he tried to offer me, I would not/could not accept it.

I freaked out a bit the first time I was offered a free coffee at the bar on a fine dining shop, but when I realized how bizarre it would be to protest, I chose to protect my anonymity. I've since encountered similar situations on numerous shops for various MSCs. I've always graciously accepted the client's offer, because that's how a normal customer would behave. I document the details, and I have yet to have a report rejected on these grounds.

I've even had a McDonald's manager give me free pies in apology for an inordinate wait. I included the details in my report, and *that* MSC took no issue with it. And you know what sticklers they can be.

I had a restaurant shop in an airport circuit. You could order whatever you wanted but also had to ask an airport location question. It's self seating. I'm greeted in a reasonable amount of time, taking my order takes a little long but finally. I order, wait wait wait, finally the server comes back, 'sorry we're out of that'. Okay, I order something else. I wait wait wait, others are served that ordered after me. It's really not that busy for all this waiting. Finally my order comes, the server apologizes profusely and wants to comp my meal. Ugh.... no I need a receipt! So I politely decline that, since it really wasn't his fault. He says the cooks didn't tell him cause the big whigs are in, I did see them. I finally I get him to charge me half. Okay, cool. I pay and leave. Then........ Ugh.... in all the hubbub, I forgot to ask the location question! I explained everything in the report, even called immediately after the shop to own up, and yep, the shop was rejected, good thing I was only charge half.
You'd think that all that would show what kind of service the server was capable of, rather than did he know where the restroom was.
I always hated the location question. Especially at this airport, the terminals are pretty small, and if you can't see something (restroom, atm etc) you really shouldn't be flying alone.

I did an integrity bar shop where I had to order two alcoholic beverages. It was a fixed fee (no reimbursement) shop, so for my second one I wanted the cheapest thing I could get and didn't plan to finish it. It was happy hour, and the bartender had motioned at the page listing all the beers and told me they were all half price except for one. I ordered one of the others, and when he brought the check, he had charged full price. I showed him so he could fix it, and he had made a mistake, the one I ordered was also not half price. He apologizes profusely, leaves the bar and comes back and gives me a new check where I'm not charged for it. Of all the times to get a free drink! Well, I couldn't drink that beer and hang around for another, so I wrote it all up, hoped for the best, and did get paid.

I have many times had an item comped or had a server forget to charge me for one of my required items. I have never once had an MSC refuse the shop or deny payment because I stated that I ordered something and it was served, but I was not charged. I always identify in the report exactly what I ordered, making sure to note that I following the ordering guidelines exactly, and I state what item was uncharged. I explain what was said by the person who comped the item, and tell any unusual circumstances that may have caused the item to be comped. Or, I comment that, although I ordered iced tea, and it was served, the iced tea did not appear on my check. I state again in the report that the receipt is incorrect, because I was not charged for XXXX item.

Not being charged for an item is actually pretty common. By identifying it up front in the report - it helps to say it VERY clearly and say it multiple times - it keeps the editor/quality control from thinking they have identified a shopper mistake.

@BBird0701 - Wow I can't even imagine what your server looked like afterward since they have to dress in all white. Poor thing.

Kimmiemae, I didn't see anything on her other than on her sleeve. The plates landed on the edge of our table and then onto the floor, but the server... she went facefirst into either the back of the empty chair or the edge of the table. She had a big red mark from mid-forehead to mid-cheek....and the manager was more worried about our food than her.

How incredibly frustrating for you! That would have driven me nuts! However, in circumstances where I'm comped I'm like some of the others, I accept it. A regular customer would and I think by not accepting it you are screaming "mystery shopper!" I've also never had an issue with being paid. If you need it to prove you were there you can always take a business card of the manager or a photo of the building that is time/date stamped.

This type of thing has happened to me 2 times on shops. Both times I accepted the free stuff. The first time was a gift card and the second was a comped meal. After the meal had been comped I accepted and ordered desert. Paid for. I then included that desert receipt with my shop and explained what had happened... in detail... with times.

The shop was accepted.

Most of the time if the company has a question they can look at the time of the transaction on the report and see the comp code from the manager, this is where they would also be able to see that you ordered the required items and let's not forget those cameras they can see what happened . The other important thing is that not many people are going to turn down a free meal in this day and age. To keep anonymity we must act as a regular customer would act. A regular customer would take the free stuff, I explained this in my report. In the report I offered to return the gift card via the MSC. I received payment with no issue. Even the desert I ordered was compensated as part of reimbursement for that particular shop and for the other I got to keep the gift card.

Our job requires us to act as regular customers and not make our visits "memorable" in any way. Well, I would say that went out the window with the server dumping entrees everywhere. Now you are even more memorable by not accepting the free stuff, instead of "I dumped everything all over them but at least we comped their meal," it's, "I dumped everything all over them and they wouldn't even accept a comp for it!"

That's just me and my opinion...

jpgilham Wrote:
-------------------------------------------------------
> How incredibly frustrating for you! That would
> have driven me nuts! However, in circumstances
> where I'm comped I'm like some of the others, I
> accept it. A regular customer would and I think
> by not accepting it you are screaming "mystery
> shopper!" I've also never had an issue with being
> paid. If you need it to prove you were there you
> can always take a business card of the manager or
> a photo of the building that is time/date stamped.

I realize a "normal" customer would have taken the free apple pie, free drink and any other freebies!

Perhaps next time, graciously accept the free offering....Thanks!

Kathee70 Wrote:
-------------------------------------------------------
> This type of thing has happened to me 2 times on
> shops. Both times I accepted the free stuff. The
> first time was a gift card and the second was a
> comped meal. After the meal had been comped I
> accepted and ordered desert. Paid for. I then
> included that desert receipt with my shop and
> explained what had happened... in detail... with
> times.
>
> The shop was accepted.
>
> Most of the time if the company has a question
> they can look at the time of the transaction on
> the report and see the comp code from the manager,
> this is where they would also be able to see that
> you ordered the required items and let's not
> forget those cameras they can see what happened .
> The other important thing is that not many people
> are going to turn down a free meal in this day and
> age. To keep anonymity we must act as a regular
> customer would act. A regular customer would take
> the free stuff, I explained this in my report. In
> the report I offered to return the gift card via
> the MSC. I received payment with no issue. Even
> the desert I ordered was compensated as part of
> reimbursement for that particular shop and for the
> other I got to keep the gift card.
>
> Our job requires us to act as regular customers
> and not make our visits "memorable" in any way.
> Well, I would say that went out the window with
> the server dumping entrees everywhere. Now you are
> even more memorable by not accepting the free
> stuff, instead of "I dumped everything all over
> them but at least we comped their meal," it's, "I
> dumped everything all over them and they wouldn't
> even accept a comp for it!"
>
> That's just me and my opinion...


I loved your post! I guess it was fear of having something on my tray I was not supposed to have.... But I can see here that sometimes shoppers are given comps or extras, and we should accept and just include it in the report.

I emailed my scheduler after leaving, and canceled the shop.

I shopped it three weeks later.

I wouldn't have accepted a comp in that situation, shopping or not.

SunnyDays2 Wrote:

>
>
> I loved your post! I guess it was fear of
> having something on my tray I was not supposed to
> have.... But I can see here that sometimes
> shoppers are given comps or extras, and we should
> accept and just include it in the report.

I worked in the service industry for many years and comping is a regular way of keeping customers satisfied. In the industry they also think of this as "the right thing to do" and helping offset the experience in the hopes that the customer will return. The clients that have us do these shops know this and, I would think, appreciate that their manager is doing everything possible to make up for what could turn out to be a horrible customer experience.

The one thing I was always told as a server and told my servers as a manager. Give them the best experience. Comping a meal may be all they need to offset a bad word of mouth report. Better they tell their friends about the server who dumped everything and revert to "oh the poor girl" as opposed to "and on top of that we had to wait forever to get a replacement meal and it all cost us XXXX $$$!"

Word of mouth and recommendations (good and bad) from friends and family can make or break a business, comping is a way to give a hopeful end to a situation like that.

I had a manager at a casual restaurant bring me free sauces and an appetizer. Um...please don't do that. I pretended I was in a rush and didn't have time to 'try' them out.

You have to be so careful doing shops. Even at gas stations I get asked if I want a coffee. Nope. I'll purchase it thank you.

We don't want the MSC's thinking we're taking bribes now, right?

I have gotten small items comped as well and it was never a cause to reject the job but one time I did a pick up in the parking lot restaurant job where you call inside and they deliver your pre ordered bag of food to you. I waited and waited in the meal pick up spot and called inside multiple times. My meal was over an hour late. By that time I had to rush home to be somewhere else. I checked the bag before leaving the lot, went home and quickly did my report after tasting each item but no time to eat it all. After entering the report I realized a side item that comes with it and not a main dish item I ordered was missing. I called the restaurant and was going to go and pick it up later but the manager answered the phone and insisted he mail me a gift card. I tried to refuse but after several attemps backed off and accepted it.
Evidently when the manager got my report (which had been accepted) he remembered the scenario that day with a big wedding party and several large carry out orders. I had not mentioned in the report why my order was late but I knew about the wedding party since I saw the guests all leaving while I waited. The manager had been the one answering the phone several times when I called in to see where my food was. I was afraid to go inside to inquire about it thinking that my job would be rejected if I did. In any case, the manager never actually saw me since someone else came out to the car with my order but they claimed I was outed by the situation and that job has never shown up on my board again in any of their branches. I did not report the gift card in the report as I had finalized the report before the manager insisted on sending me one. It has been years. I called the msc a few years after the event and asked if I could be reinstated to the job but they just said once you are not allowed a job it is final. I still work for them for all their other jobs but I truly miss that one. So beware, with some of these msc you never know what they will do. For the most part I think they accept these freebies.

I have to say, before I began mystery shopping, there were two times that I had horrible customer service and was offered some generous compensation, not just a free dessert. Once was at a new McCormick and Schmick's (a long time ago) and they gave us a $50 gift certificate. Just the fact that they offered it made me go back and try again, and they had worked out all the kinks. The second time, in addition to many other things, the waitress spilled a drink down my friend's back and simply fled the scene. There we received some free courses, a round of drinks, and half off the check (plus dry cleaning). I was so impressed with the generosity that I also went back to that place and recommended it to others. It really makes a difference.

I have learned to always take pictures of my food and drinks with Yelp and other sites taking food pics is not that unusual. I had a burger comped and my shop was rejected, I learned after that.

Kathee70 Wrote:
-------------------------------------------------------
> SunnyDays2 Wrote:
>
> >
> >
> > I loved your post! I guess it was fear of
> > having something on my tray I was not supposed
> to
> > have.... But I can see here that sometimes
> > shoppers are given comps or extras, and we
> should
> > accept and just include it in the report.
>
> I worked in the service industry for many years
> and comping is a regular way of keeping customers
> satisfied. In the industry they also think of this
> as "the right thing to do" and helping offset the
> experience in the hopes that the customer will
> return. The clients that have us do these shops
> know this and, I would think, appreciate that
> their manager is doing everything possible to make
> up for what could turn out to be a horrible
> customer experience.
>
> The one thing I was always told as a server and
> told my servers as a manager. Give them the best
> experience. Comping a meal may be all they need to
> offset a bad word of mouth report. Better they
> tell their friends about the server who dumped
> everything and revert to "oh the poor girl" as
> opposed to "and on top of that we had to wait
> forever to get a replacement meal and it all cost
> us XXXX $$$!"
>
> Word of mouth and recommendations (good and bad)
> from friends and family can make or break a
> business, comping is a way to give a hopeful end
> to a situation like that.

I "totally" get this 1000%! Your first paragraph says it best. I knew he was just trying to be nice. I was just plain scared to ever deviate from what my guidelines said, regarding ordering

Bayberry Wrote:
-------------------------------------------------------
> I have to say, before I began mystery shopping,
> there were two times that I had horrible customer
> service and was offered some generous
> compensation, not just a free dessert. Once was
> at a new McCormick and Schmick's (a long time ago)
> and they gave us a $50 gift certificate. Just the
> fact that they offered it made me go back and try
> again, and they had worked out all the kinks. The
> second time, in addition to many other things, the
> waitress spilled a drink down my friend's back and
> simply fled the scene. There we received some
> free courses, a round of drinks, and half off the
> check (plus dry cleaning). I was so impressed
> with the generosity that I also went back to that
> place and recommended it to others. It really
> makes a difference.

At a McDonald's, years ago (not a shop) when I was a teenager, I bought a Quarter Pounder with Cheese. I sat down at the table and opened the burger. It was so dry, hard and it looked like it had been sitting under the heat-lamp a very long time.. It was disgusting!

So, I walked up to the manager, he looked at it and said to the fry cook, "Make me another Qtr with Cheese!" He never apologized for the awful condition of the burger. He never offered to comp me or give me a free coupon. That always stuck with me. If I were the manager, I would have made the rest of the customers visit great

> At a McDonald's, years ago (not a shop) when I was
> a teenager, I bought a Quarter Pounder with
> Cheese. I sat down at the table and opened the
> burger. It was so dry, hard and it looked like it
> had been sitting under the heat-lamp a very long
> time.. It was disgusting!


Another clue to the origin of the culinary term, "Hockey puck."

I guess that manager didn't get customer service well.

I did an oil change last month at a Chevy dealership. You have to pick either oil change or tire rotation: not both. I was waiting and the guy came out and told me it was time to rotate my tires, I declined. He came back a few minutes later with a coupon he had printed off telling me they were running a special and the tire rotation was free with an oil change.

I had to decline again. He looked at me like I was an idiot, and I told him I was in a hurry and didn't have time to wait the extra time. I felt like a complete idiot, but it would have completely thrown off the timings.

As a side note, I knew I could get my tires rotated at another dealership for free and earn another $20 for the report, so no biggie.

Edited 1 time(s). Last edit at 08/25/2014 09:32PM by Bearclaw14.

One time at a 5Guys they gave my burger to another customer. I was timing so I had to keep quiet and it was 20 minutes before they realized their mistake. The manager came out and refunded my money. I took the refund, reported everything as it happened in my report and still got paid. I think that it showed good customer service to correct the mistake and give a refund.

teriraia Wrote:
-------------------------------------------------------
> One time at a 5Guys they gave my burger to another
> customer. I was timing so I had to keep quiet and
> it was 20 minutes before they realized their
> mistake. The manager came out and refunded my
> money. I took the refund, reported everything as
> it happened in my report and still got paid. I
> think that it showed good customer service to
> correct the mistake and give a refund.


I guess your "staring" at the fry line, finally caught their attention They are usually pretty "customer intuitive" and notice the customers that look like they have no food in front of them and are waiting.... I take that it was busy?

HaHa - yes it was busy and I had counted the shakin' many times over.

You should have taken it at some point. You could put it in the report, and explain that you didn't want to turn down something for free after they pushed, because they would peg you as a shopper. I've had similar things happen, and tried to act like a normal customer as much as possible.

I think the Client expects his business to be fair to the customer. The Client also know what is going to make a customer return to his establishment. The Scheduling company only know what the Client is expecting and if "we" don't follow the guidelines we won't get paid. The Client and the Retail will communicate, the Scheduling company will only communicate with us, the Shopper. It comes down to who objects more to the "comp", the Client or the Scheduling company?

We are acting like "normal" customers, ------->So what normal customer don't want to be respected. It is not like the Retail business is "Comping" every customer after you because you turned it down or you said "NO, NO. NO."

If you are not being paid, who is making that decision, the Client or the Scheduling company?