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Need advice: Why do you think this time is more?

May 06, 2015 01:55AM
My first timed shop today and I'm not real sure how I'm supposed to answer. "Why do you think the time is more than 1 minute 15 seconds?" Well, because that's the math.

If I state such and such minus such and such equals the actual amount of time, I feel like it sounds smartassish. (Yes, I think I made that word up!) Am I supposed to guess why it took them six seconds longer? I haven't a clue!
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May 06, 2015 01:58AM
I think maybe they're looking for answers like the location was exceptionally busy, the crew members did not work with urgency, the customer ahead of you had a very large order, etc.
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May 06, 2015 02:07AM
What do you think if I simply put that I do not know why? This was just at the pickup window and no other customers affected the timing, not super busy either. I simply do not know why.
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May 06, 2015 02:11AM
If that's the case, I think that's exactly what you should put. That you were not able to identify a reason for the delay.
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May 06, 2015 02:12AM
Thanks for your help LisaKwaj!
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May 06, 2015 02:14AM
My pleasure!
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May 06, 2015 02:19AM
I think I know what shop that was. My answer was, "Presumably the food was not ready to be given to me until 4 minutes and 10 seconds had elapsed. They did not tell me why it took so long to prepare my order, and they did not apologize for the delay. I can not think of any reason why the food was not given to me unless it wasn't ready. When I received it, it was very hot as though it was freshly prepared."

I even got a follow-up from the editor to confirm that the timing was correct, and I informed the editor that I used both elapsed time on my watch, and a stop watch on my cell phone.

I have to say, that to ask me to explain what was going on behind the scenes at a fast food restaurant when I am at the drive-through window is illogical.

Shopping Southeast Pennsylvania, Delaware above the canal, and South Jersey since 2008
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May 06, 2015 02:23AM
I often find there is no reason that I can see why it took longer. I just explain what I did see.

I have put, something like. I orderered at the speaker. There were two cars ahead. One was at the window for __ seconds. When I reached the window, I recieved my order after __ seconds. One place I go to takes 8 minutes or so for the walk in and isn't that busy?

This section may have a limit of characters so find the briefest way to say it. I've always been paid. The only time I've ever been contacted was because my timings ended in 0. When I restated that was correct I was not questioned further.

When a flower doesn’t bloom, you fix the environment in which it grows, not the flower.
Alexander Den Heijer
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May 06, 2015 02:43AM
As a general rule you are never to form opinions or guess. Just state exactly what you did see and report on that. I would not have included the presumably section you wrote, but the rest seems good.

The fact is, in your case, it doesn't sound like anything obvious was going on. Sometimes you might go in and find out that there is a huge line, bad weather, or maybe even an employee apologized and said what happened.

CEO The Mystery Shoppers Depot
US Wide route shopper with 12k+ shops completed over 48 states and 6 countries.
Airbnb host based in Chicago and 10% discount if you mention this forum
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May 06, 2015 03:20AM
Based upon the specific time limit which the OP mentioned, this was / is a drive-thru only shop (until a brief final reveal). I have yet to have one of these meet the time requirement, and I am not convinced that they can unless there is a long line of cars between me and the pick-up window.

Shopping Southeast Pennsylvania, Delaware above the canal, and South Jersey since 2008
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May 06, 2015 07:46AM
you would write if there were cars in front of you and how many...or if you could see them waiting on food, etc.
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May 06, 2015 01:07PM
The timing begins when you stop at the window (there is only one window). So if there aren't any cars in front of you, they get 15 seconds (maybe) after you order until you drive forward and then the timing begins. If there are a lot of cars in front of you, they get more time before the timing begins and do better. That is my experience, anyway.

Shopping Southeast Pennsylvania, Delaware above the canal, and South Jersey since 2008
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May 06, 2015 01:15PM
I dislike it when I am supposed to know the height of the drive-thru worker.
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