I know this topic has been discussed previously but this is the 2nd time a client allegedly has identified me.... First shop report was rejected and I was banned... Second shop (different MSC different client) I was just banned but report was accepted.

Since this is a fine dining shop and receipts are submitted, how hard is it for the client to identify me anyways? It has the table number, server name, amount, if they asked the server about the bill, if the server was HALF competent, he/she should be able to identify me as a shopper after the fact.

I am just disappointed that both times my reports were less than favourable for the server.

So I am making the following conclusion:

1. If the report is good, much less chance of being "identified"
2. If the report is bad, you have a HIGH chance of being "identified"

Please discuss.

Edited 2 time(s). Last edit at 04/16/2015 06:09PM by nli07.

@nli07 wrote:

I am just disappointed that both times my reports were less than favourable for the server.

So I am making the following conclusion:

1. If the report is good, much less chance of being "identified"
2. If the report is bad, you have a HIGH chance of being "identified"

Please discuss.

I've been shopping since 2008 and my favorite shops are fine dining. I've completed thousands of shops. Here's another way to look at it. We are rating the performance of the server, the manager, and the restaurant. Our performance reviews may lead to internal performance reviews by management that limit their bonuses, raises, and even their ability to stay employed.

Think about how we feel when we get our grades on reports (or, how we feel when our boss at our day job reviews our performance). If I get a 10, it's done. I have no questions and I feel good. Happy dance. If I get less than a 10, I want to understand. I want good feedback. I want examples. I want justification. I want to know what I did wrong (prove it to me!) I want a play-by-play report of WHY I got less than a 10.

This is what the client wants. If the server is "not friendly," it's not good enough to say NOT FRIENDLY. In fact, I don't even say the server was not friendly. I describe exactly what he did as though there was nothing wrong with the behavior. I let the client determine whether the server was friendly or not and whether he met their standards or not. If the service is "slow," I don't call it slow. I describe the speed, backing it up with service times. If a server is dressed in an unprofessional manner, I do not say that. I describe, in great detail, exactly what he was wearing. It's up to the client to determine whether his manner of dress is acceptable to them or not. I may approve or not approve of facial tattoos, nose rings, 15 earrings, but it doesn't really matter what my personal preferences are. I report exactly what I see, and the client can determine whether this is good or bad according to their corporate standards. I never say "bad" or "unprofessional" or anything that would appear that I am making a value judgement. I report what I see and they determine whether it is good or bad. When I am reporting something I know does not meet the requirement, I try to report things that did meet the requirements at the same time. For example: "Although Mary did not bring a dessert menu or offer dessert, she smiled and made eye contact as she asked if I needed anything more." "Although John did not bring a comment card with the check, he very quickly processed my payment and thanked me warmly." I am very careful to describe, describe, describe and to draw no conclusions.

Because I present FACTS and I leave evaluation of the facts in the client's hands, I could say I never give a "bad" report, although I have actually given many. One was bad enough that the server and the restaurant manager were both fired. My report was not even questioned and I was paid. In that case, the restaurant was dirty and disorganized, the manager rude and aggressive, and the server lazy and dishonest. But I didn't say so. I described what happened. The client (management) made the determination. Because I reported only facts, including accurate timings, with no value judgements, there was nothing to argue with.

I have NEVER had a negative report denied. I have always been paid (and graded) exactly the same for negative reports as for positive. Having done thousands of reports, I truly think they want to hear the truth. I don't think they want to hear my opinions or prejudices.

[[disclaimer: There are a couple of well-known clients - pizza comes to mind - who kill the messenger. Avoid, avoid, avoid those shops. But they are NOT fine dining, they are places that don't really care. Most fine dining actually want to improve performance. ]]]]

I agree, and especially with fine dining or specialty shops. Where they don't get so many guests it has to be obvious. Let's be frank, Joe Blow remembers the table where one guest orders filet and crabcakes with a glass of merlot, and the other orders duck with asparagus and a Crown and Coke. I have to complete the report within 12 hours, it gets approved an hour later; I'm sure it goes to restaurant or corporate management soon after. We have to supply enough details about the experience that when the report gets back to the location's management, when they go to coach or praise the employee, if they tell all, of course they know who it was!

Nobody has refused to pay me yet, but I know they sometimes will recognize us. Unless you're making big revealing mistakes during your shop, it's not your fault. It's the fault of the management of the facility for passing on too many details to the employee. The MSC should inform corporate or management of the nitty gritty, but management should not tell the customer-facing employee all of the details.

If someone refused to pay out because I got found out, I'd call the scheduler and have a conversation about this. And if the same MSC has refused you twice, you might even consider doing a name and shame if you're sure you haven't done something to reveal yourself.

Edited 1 time(s). Last edit at 04/16/2015 04:42PM by deadvolvo.

AustinMom your post is amazing and was just the type of feedback I was looking for. You really nailed it on the key points thanks!!! This gives me much to think about

btw, i should clarify the two times are NOT the same client or MSC, they were both fine dining, and I should edit that I have simply been BANNED from doing future shops for this client because they recognized me. Shop was accepted.

The first shop for a different MSC and different client was rejected.

Well, live and learn!

I could see if they figured it out during the shop--as it may change their behavior and not be typical....but if they figure it out after.....the shop should still be valid, but you would likely be excluded from future shops. It makes no sense to exclude the report if they didn't figure out until after.

I've never understood the reasoning behind rejecting a report because the shopper was "outed" unless it happened to be a perfectly glowing report. As an employer/client, I would have no use for a report where my employees got perfect scores because they knew who the shopper was. If they claimed they had identified the shopper and STILL did a very poor job I'd know that employee either needed to be retrained or terminated. If a shopper is identified after the shop has been completed, it should have no bearing on the report at all.

Unlike Austinmom I have had a report rejected because they said I was identified. I also put the information in the report very objectively but anyone could see the person had done badly. Once they described me from the video footage it clearly wasn't me however, I remain banned.

@jpgilham wrote:

Unlike Austinmom I have had a report rejected because they said I was identified. I also put the information in the report very objectively but anyone could see the person had done badly. Once they described me from the video footage it clearly wasn't me however, I remain banned.

Now THAT really bites! To be banned even after it clearly was not you that was identified would make me furious! I'm not sure if anyone has ever viewed me on video EXCEPT 5 Guys, where I know the district managers view the videos from all shops. I've never been told my videos were viewed or had anyone describe me from a video or ask my description to match to video.

But I do know about 5 Guys. The district manager was in the restaurant one day when I walked in (not for a shop that day). He walked over and greeted me, calling me by name. I don't know whether he told the restaurant workers who I was, but I stopped shopping them .... really creeped me out.

Please fix the subject line as you were paid, your shop was accepted.

My thoughts are; if a report points out any issues, the client may choose to address those issues with the management and/or staff of the location reported on. The procedures may allow the employees to respond and even challenge the findings. Being banned is going to happen. It's a badge of honesty.

I've been informed of low scores when I worked with a shopper, I sell cars. I find it best to accept the critique I get and move on with my life, learning from it. I've seen where a shopper was not properly reporting on some of what happened, yet enough was true that I saw no value in blame shifting. Over 13 years I've had two bad reports, they do not share the good ones that often, unless I need to stop calling the person.

I guess my pet peeve is this: to avoid the client "identifying" me, favourable reports would help me decrease that scenario. In a way, I don't like it but I can understand why it's happening.

@AustinMom: A simply amazing post!!!

@AustinMom wrote:

I've been shopping since 2008 and my favorite shops are fine dining. I've completed thousands of shops. Here's another way to look at it. We are rating the performance of the server, the manager, and the restaurant. Our performance reviews may lead to internal performance reviews by management that limit their bonuses, raises, and even their ability to stay employed.

Think about how we feel when we get our grades on reports (or, how we feel when our boss at our day job reviews our performance). If I get a 10, it's done. I have no questions and I feel good. Happy dance. If I get less than a 10, I want to understand. I want good feedback. I want examples. I want justification. I want to know what I did wrong (prove it to me!) I want a play-by-play report of WHY I got less than a 10.

This is what the client wants. If the server is "not friendly," it's not good enough to say NOT FRIENDLY. In fact, I don't even say the server was not friendly. I describe exactly what he did as though there was nothing wrong with the behavior. I let the client determine whether the server was friendly or not and whether he met their standards or not. If the service is "slow," I don't call it slow. I describe the speed, backing it up with service times. If a server is dressed in an unprofessional manner, I do not say that. I describe, in great detail, exactly what he was wearing. It's up to the client to determine whether his manner of dress is acceptable to them or not. I may approve or not approve of facial tattoos, nose rings, 15 earrings, but it doesn't really matter what my personal preferences are. I report exactly what I see, and the client can determine whether this is good or bad according to their corporate standards. I never say "bad" or "unprofessional" or anything that would appear that I am making a value judgement. I report what I see and they determine whether it is good or bad. When I am reporting something I know does not meet the requirement, I try to report things that did meet the requirements at the same time. For example: "Although Mary did not bring a dessert menu or offer dessert, she smiled and made eye contact as she asked if I needed anything more." "Although John did not bring a comment card with the check, he very quickly processed my payment and thanked me warmly." I am very careful to describe, describe, describe and to draw no conclusions.

Because I present FACTS and I leave evaluation of the facts in the client's hands, I could say I never give a "bad" report, although I have actually given many. One was bad enough that the server and the restaurant manager were both fired. My report was not even questioned and I was paid. In that case, the restaurant was dirty and disorganized, the manager rude and aggressive, and the server lazy and dishonest. But I didn't say so. I described what happened. The client (management) made the determination. Because I reported only facts, including accurate timings, with no value judgements, there was nothing to argue with.

I have NEVER had a negative report denied. I have always been paid (and graded) exactly the same for negative reports as for positive. Having done thousands of reports, I truly think they want to hear the truth. I don't think they want to hear my opinions or prejudices.

[[disclaimer: There are a couple of well-known clients - pizza comes to mind - who kill the messenger. Avoid, avoid, avoid those shops. But they are NOT fine dining, they are places that don't really care. Most fine dining actually want to improve performance. ]]]]

(heart)

Austinmom I really think that post should become a sticky. It tells people how to report their shops.

I agree! It needs to go somewhere permanent so it can be used as a reference for new and not-so-new shoppers. I can't stop thinking about how excellent it is in its simplicity!

Kudos to @AustinMom!!

(heart)

I made two unfavorable reports to the same MSC for two different types of shops that were both questioned. Similar claims were made by each person I reported about. One shop was a gas station that was a well known chain that also was known for superb cleanliness and service. However, the day and time I arrived, it was awful. Soda all over the floor, the coffee area was dirty, the bathroom was out of supplies, the cashier was in a bad mood, etc. After the report was submitted, I received an email from the scheduler asking me why I brought my kids to the shop. What? What kids? The location stated I brought at least 4 kids to the shop and let them spill stuff and mess up the bathroom, etc. Well, I do not have little kids. Nor would I ever take any on a shop. I had to email the scheduler several times to get this rectified. Then I did a storage company shop and they received an unfavorable audit. The facility reported that I had a few kids in my car on a hot day and she was concerned about them, and that was why she rushed through the shop and did not do well. I received the email again about 'my kids'. Ugh. I looked like a liar, now. Thankfully, the location had surveillance all over and I challenged them to have it viewed, describing my vehicle and tag number, which was clearly in the camera's view. After about three days time, the District Manager for that location had viewed the footage and I received an email from the scheduler, clearing me. But, banned from doing that last type of shop for that particular store because I was now identified by that location. They also thought I would have a beef with them and purposely give them a bad audit for other locations. This was not fair. The other person was clearly caught in a lie, but I lost out on future shops.

@AustinMom wrote:

[[disclaimer: There are a couple of well-known clients - pizza comes to mind - who kill the messenger. Avoid, avoid, avoid those shops. But they are NOT fine dining, they are places that don't really care. Most fine dining actually want to improve performance. ]]]]

I know. It's almost as if they think like in this childish logic, "if we ID all mystery shoppers, both those with good and bad reports, they'll give up and stop having us shopped." Or maybe they think we get in trouble for getting IDd? Or maybe they think there are only a few MSers out there and they'll run out of people willing/able to do it?

Either way, if I were in their shoes, I'd do the opposite. I'd keep my trap shut that it was a shopper, and do my best so I could get a perfect score. Why wind up with someone who's worse because you outed the 1st guy. If even while perfect I got a bad rating that wasn't correct, I'd STILL keep my mouth shut and audio record it next time and get them in trouble that way, as I would in any situation where anything someone else says is my-word-over-theirs and there are consequences for me if they are less than truthful/accurate.

If I had the money...i would go back on my own as a regular customer and act like I was doing a mystery shop!

Go in with a notebook and any time a staff member comes near, make a big deal about hiding it quickly....ask all sort of odd questions, etc.

Edited 1 time(s). Last edit at 04/16/2015 09:20PM by jmitw.

I think I was identified at a gas station the other day. Weirdly rather then good service it was deplorable. I would have thought you'd go the other way. He hadn't been friendly or terribly polite. I assume it was the amount of gas I got and the fact I wanted the bathroom may have given me away, though I high tailed it to the restroom like I had to go.. because I actually did.

It was a busy street and I heard my phone go off, so I checked my email before I drove away as there were a bunch of empty pumps. My email had nothing to do with MS, but before I could put my phone down to leave I got a sneer and a sarcastic could he wash my windshield would it make things better.. I'm not sure that I got identified, but he got progressively ruder (which I documented all of) rather then better...

I don't do fine dining, not so fine dining or fast food. But if I ever do I will remember your excellent post Austin Mom. Outstanding.

Wonderful post from AustinMom! *applause**roses**cheers*

@AustinMom wrote:

@jpgilham wrote:

Unlike Austinmom I have had a report rejected because they said I was identified. I also put the information in the report very objectively but anyone could see the person had done badly. Once they described me from the video footage it clearly wasn't me however, I remain banned.

Now THAT really bites! To be banned even after it clearly was not you that was identified would make me furious! I'm not sure if anyone has ever viewed me on video EXCEPT 5 Guys, where I know the district managers view the videos from all shops. I've never been told my videos were viewed or had anyone describe me from a video or ask my description to match to video.

But I do know about 5 Guys. The district manager was in the restaurant one day when I walked in (not for a shop that day). He walked over and greeted me, calling me by name. I don't know whether he told the restaurant workers who I was, but I stopped shopping them .... really creeped me out.

The DM probably watches ALL the shopper videos in his spare time.. It's totally creepy that he walked up and knew your name. I thought they only had our shopper ID #. How do they get our name? What exact information does the client give the store then??

If he would have winked at you, because he recognized you in the tapes, then that would be not as bad, but he called you by name! Scary....

@SunnyDays2 wrote:

The DM probably watches ALL the shopper videos in his spare time.. It's totally creepy that he walked up and knew your name. I thought they only had our shopper ID #. How do they get our name? What exact information does the client give the store then??

If he would have winked at you, because he recognized you in the tapes, then that would be not as bad, but he called you by name! Scary....

If you do the variation of the web shop where you use the 5 guys app and pay with a real credit card in your name, they will pull your full name from the credit card and it will be printed in bold uppercase letters on the order slip stapled to your brown bag at the pickup counter. I cringed when I saw that at my last shop.

Some locations don't allow you to pay with the web app and you still have to go through the line. I have created a new on-line 5 Guys account that has fictitious information.

I think the web shop is the most risky way to be outed at 5 guys followed by the call in shop. If I do those, I check the RR before I grab my food and rush out of there like I'm running late for work. You do not need to dine in and it makes more sense that you'd call or web order if your really in a rush.

Years ago, I managed a Blockbuster. We were able to identify the shopper based upon the time, date and cashier. It took only a few minutes. After that, I always looked out for her when she came in and made sure we did everything right. (Of course, I always trained them to do everything right as we wanted to treat all customers well, not just the mystery shopper)

I did not share the information with the staff or report to the company that I knew who she was. When I was still an assistant manager, we had gotten a 30% on a report because one associate pointed toward a section and walked away and the shopper harped on this throughout the report. Her answer to many questions was "Eric pointed toward a section and walked away."

Was the store neat? No. "Eric pointed toward a section and walked away."
Was the cashier friendly? No. "Eric pointed toward a section and walked away."


When the manger was fired and I took over, I just made sure we got good reviews and did not out her. As I was there a lot, I was there every time we came in.

It made more sense to me to get better scores than to out someone, even if she had blasted us in the past.

Amazing the MSC allowed a report like that to go to the client. What did the employee's behavior have to do with the cleanliness or organization of the store? Looks like the shopper was trying to fill a small character count with copy and paste.

Also, when I worked in reservations at a high end hotel, we were shopped by the same woman from a sister hotel often. She blasted us for every nitpicking little thing she could. Her name was Monet, which was fairly uncommon.

One day, I answered the phone and she started to make a reservation. When she told me her name was Monet, I took out the checklist and did everything on it and went so far above and beyond (including telling her about our fantastic, beautiful hotel in San Francisco which she worked at) that at the end of the thirty minute conversation, she told me "I wish everyone was like you."

I just think it's easier when the client outs the shopper to do everything right and be sure to get a good score rather than get the shopper banned and potentially get another.

@mgoodreau wrote:

Also, when I worked in reservations at a high end hotel, we were shopped by the same woman from a sister hotel often. She blasted us for every nitpicking little thing she could. Her name was Monet, which was fairly uncommon.

One day, I answered the phone and she started to make a reservation. When she told me her name was Monet, I took out the checklist and did everything on it and went so far above and beyond (including telling her about our fantastic, beautiful hotel in San Francisco which she worked at) that at the end of the thirty minute conversation, she told me "I wish everyone was like you."

I just think it's easier when the client outs the shopper to do everything right and be sure to get a good score rather than get the shopper banned and potentially get another.

you are saying this women was actually employed by another hotel? this is a conflict of interest..was teh MSC aware of it?

I have been recognized because I said that the server didn't offer me a dessert, but the server said that she didn't have time to do it because I asked for the check. It was a difference of interpretation maybe. Anyway, now, I'm waiting to see if the server offer dessert or no.

@jmitw wrote:

@mgoodreau wrote:

Also, when I worked in reservations at a high end hotel, we were shopped by the same woman from a sister hotel often.

you are saying this women was actually employed by another hotel? this is a conflict of interest..was teh MSC aware of it?

Sounds like both hotels were owned by the same company.

Every retail employee & manager should read mgoodreau's post. If you've spotted the shopper, why not do a great job and get 100% A++ every time rather than outing the shopper and risking blowing it by offering lousy service to somebody you don't recognize?

Are some of these employees envious of the rich lazy mystery shoppers who make hundreds of dollars by just dropping by the mall whenever they want, so it's revenge time? I don't get it.

re the hotel...looks like my edits weren't saved...

whether it is from the same parent company or a direct competitor.....it doen't seem right that the employee was shopping the hotel.....that is a recipe for a fraudulent report...either overly positive or purposely negative to purposely cause problems.