So, I did this check-out test - guidelines say to leave an item of your choice in the cart and hold an item of your choice in your hand - both clearly visible. The guidelines say not to hide the items. Additionally, the cashier needs to check the boxes etc. Anyway, the cashier did everything perfectly fine - later, during the conversation with the supervisor, I was told it's the first time someone got 100 %. Most shoppers would hide a tiny item behind their wallet or in the corner of the cart. I left a broom in the cart and had a bucket in my hand. The girl was shaken when she found out I was the shopper until I assured her she had 100 % (found out she'll get a bonus for that) and I was so happy for her, so I was wondering why shoppers make it extra difficult or almost impossible when even the guidelines say not to?

Some shoppers seem to think they are making the "test" better by making it hard. I have a shopper friend who was appalled when she came on a shop with me several months ago. When I approached the cashier, I smiled. When the cashier said "Hi, how are you?" I smiled and said "I'm wonderful, and how are you?" My shopper friend told me when she approaches the cashier, she frowns and does not speak, figuring she should "make them work for it" and that a part of their job is to be not only to be friendly but to "raise the spirits" of the shopper. If they do not succeed, she marks them down.

I can't tell you how many kinds of wrong I think that is. But I hear it many times and many ways from friends and on the forum. Depending on their outlook, many shoppers seem to either make it harder for the employee or to "lead" the employee to try to help the employee succeed.

We are there to present "real" situations that might arise in the course of an ordinary customer shopping at a location so we can show the client how the situations are handled. We are not there to devise additional tests, make it hard for the employee, or to lead the employee to do what he or she is supposed to. We are only there to present the situation and report objectively.

Sounds like you and I are on the same page.

Because they do not understand Mystery Shopping Commandments 7 and 8.

7.Thou shalt not change scenarios to suit yourself. If you don’t have a dining partner, check with your scheduler—they may be able to get a waiver from the client. While the scenario may not make sense to us, ours is not to question the scenario we have been assigned.

8.Thou shalt give the target every opportunity to shine. As one MSC says, “Mystery shopping isn’t about finding faults.” And really it isn’t. It’s about giving the target every opportunity to be perfect—and then objectively reporting the opportunities for improvement.

See issue 79 of Mystery Shopper Magazine for the complete 10 Commandments of Mystery Shopping.

I definately agree. As a shopper I am not out to play "gotcha".

Plus, the shops don't pay enough for us to play Mighty Mouse out to save the world. We aren't out to make the employees look bad; just looking to see if they are doing their job. Good going, Keppi!

Goodness. I give employees every possible opportunity because I want to be able to say they did good. I'll walk back and forth in front of them multiple times to try to get them to ask me if I need assistance. I'll stand there in uncomfortable silence pretending to be entranced by a hot water heater hoping they will ask me questions. And I'm always friendly and outgoing. No one can pay me enough not to be. A simple smile can change someone's day. I know because I've had it happen to me.

I don't give the employees any more of an opportunity than an average shopper in my area would, unless the instructions specifically ask me to act like an idiot or I don't get paid. I almost exclusively shop in New York, and New Yorkers have places to be. If I don't need to spend a half hour asking a minimum of ten questions, you can bet the extent of my interaction will be "hey buddy, you got this shirt in a medium? Okay, thanks" and I'm off to do my report.

Cynically, I want the employees to do their best, because it takes less time to report on good service than bad :-)

James Bond 007.5 Wrote:
-------------------------------------------------------
> Because they do not understand Mystery Shopping
> Commandments 7 and 8.
>
> 7.Thou shalt not change scenarios to suit
> yourself. If you don’t have a dining partner,
> check with your scheduler—they may be able to
> get a waiver from the client. While the scenario
> may not make sense to us, ours is not to question
> the scenario we have been assigned.
>
> 8.Thou shalt give the target every opportunity to
> shine. As one MSC says, “Mystery shopping
> isn’t about finding faults.” And really it
> isn’t. It’s about giving the target every
> opportunity to be perfect—and then objectively
> reporting the opportunities for improvement.
>
> See issue 79 of Mystery Shopper Magazine for the
> complete 10 Commandments of Mystery Shopping.



I saw that article I loved it!

One of my shops always asks about eye contact and a smile. I find that if I make eye contact and smile, then the employees will too.

I would think if you were found on tape scowling at the cashier and looking generally miserable the client may question your report for being predjudicial. It's not the cashier's job to be our therapist if we are having a bad day.

Frugal, in a perfect world that would happen...what do you do when your cashier is so busy talking to the other cashier that she doesn't make eye contact or speak with you until she briefly says, "$29.75." But otherwise I agree with everything posted above and I would love to have a pleasant interaction with the shopped employees...it does take two and that doesn't always happen

I just act as myself (always makes eye contact, smiles, really outgoing with everyone I meet).. Just because I am shopping someone doesn't mean I have to be a complete a-hole. If you are a jerk to the employee, don't expect great service. You should give them the opportunity to provide the service on their own without setting them up. Mystery Shopping is not just about reporting the bad but reporting the good. People who work in retail often are not recognized for their hard work.

Just the facts mam, nothing more - nothing less.

A normal shopper does not lead the target nor do they make it difficult for the target.

Gold certified - shopping southern Missouri and Northern Arkansas

afg Wrote:
-------------------------------------------------------
> Just the facts mam, nothing more - nothing less.
>
> A normal shopper does not lead the target nor do
> they make it difficult for the target.
>
> Gold certified - shopping southern Missouri and
> Northern Arkansas

That's ma'am which is short for madam.

Quite simply, some people are on a power trip. They look to make it more interesting or more fun for themselves when they "create" a situation and watch for the reaction. But I believe as you do, we are not there to make things difficult, just perform as one ordinarily would.

The average person dealing with the public comes across enough a-holes in the course of the day. Why would their bosses want to pay for a few more? Just like a friendly cashier can make my day better and possibly make up for an idiot salesperson, maybe me being friendly can make their day better after they've had a moron or two.

...because they really don't care to read or follow the instructions? How simple is that? Just getting the job done, whether it is right or wrong is top priority.

rme623 Wrote:
-------------------------------------------------------
> Quite simply, some people are on a power trip.
> They look to make it more interesting or more fun
> for themselves when they "create" a situation and
> watch for the reaction. But I believe as you do,
> we are not there to make things difficult, just
> perform as one ordinarily would.


I agree with rme623 - some people are on a power trip. I did a retail shop a while back and noticed that the cashier had been crying when I stepped up to the check out lane. She had red eyes and red cheeks and did her best to look positive and happy while checking me out. I felt so bad for her. I did not include that it appeared she had been crying in my report because I didn't want to make things worse for her. Besides, as she handed the receipt to me, she smiled and thanked me.

I did a cell phone compliance audit. The manager and staff were very helpful and cooperative. Almost perfect but I noticed one price card was missing. Before it came time to photograph it, I asked where the price card could be found. The manager saw it was not there, printed one off the computer and put it in its place. This is not like the audit my friend describes Chick-Fil-A does when the inspectors take the next sandwich and run tests on it.

I have a very outgoing personality and I have had to "tone down" my actions when I mystery shop. I do some shops several times and don't want to be "memorable". I would never be negative but I tend to want to lead the conversation instead of making the employee ask the questions. Now I just think to myself "ask me a question, tell me about this product, etc" and hope they do. I do notice a difference in how employees react to my demeanor.

James Bond 007.5 Wrote:
-------------------------------------------------------
> 7.Thou shalt not change scenarios to suit
> yourself. If you don’t have a dining partner,
> check with your scheduler—they may be able to
> get a waiver from the client. While the scenario
> may not make sense to us, ours is not to question
> the scenario we have been assigned.
>

I contact the scheduler when I am not comfortable with a scenario. When the instructions are obviously instructing me to do or say something that screams, "I am the shopper." as no customer would perform as the scenario instructs. The seasoned evaluator should discuss issues with a scheduler. I am often told "omg", thanked and the boo boo is changed.

Lets see, you want me to go into a store and descreetly check a list of 50 items while security is viewing you because it is the type of neighborhood where shoplifting is prevelant. How do I explain to the security person that I am doing a competitor shop and I am not a shopllifter?

It would be nice to "suggest" to newbys that certain shops should only be done by experienced shoppers who know the area and can blend into to culture of the neighmborhood. When I first started shopping I got frantic calls from schedulers who threw money at me because a suburban shopper did a drive by and feared for their life and flaked the job rather than be in danger.
Those shops are still offered but I am not called since I have been reinstated with that company.

I hope the commandments include "look before you leap". If you are not driving the vehicles you see on the street and you are not dressed like the people on the street drive on by and live to shop another day. The scenrio is not for you!

One of the aspects of mystery shopping that I love is the subterfuge. I like dressing the part, doing a little research and role playing. It is a challenge to get it right, and most of the time I feel like a weak copy. But it makes it interesting. I do many phone calls where I play a certain type of customer and it does take time.

I always act like "me" unless the scenario specifically calls for a change. When I am not shopping, I tend to be friendly and outgoing. (not ALWAYS-because everyone has a bad day now and again). Trying to play down my normal personality would cause me to stand out, and is really just too much work. I am also one who hopes the targets do well, but will report exactly what happens without purposely leading.