So, I did a bank shop that I have done before. This time, I went into the lobby looking around to get somebody's attention and a teller ask me if she could help me. I told her, I wanted to speak to somebody about an account. At this time, the teller is suppose to refer me to a bank officer. Normally, they do, but this teller began talking to me herself explaining the accounts and mobile banking ect. The bank was empty, there were no other customers, and no bank officer to be seen. Not at one time did she even tell me that anyone would be with me in a few minutes. So, I took her card and left. Now, the client said that is not the bank employee that was suppose to be talked to. I already knew that but how do you handle that situation without people realizing your a mystery shopper. The shop instructions even say
"At some of the branch locations they have a representative that is called a "Universal Representative". We may find this rep behind the Teller window and if this person offers to assist us, they should then move the shopper over to a desk to continue the conversation. Again, depending on the size of the branch locations and if there are no other reps in the building to assist customers, it may be necessary for the "Universal" rep to stay at the Teller window".
Anyhow, they asked me to redo the shop. But, I spent 15 minutes talking to the other employee while no other customer was in the bank, so she could recognize me. I thought about it for awhile, and I am not dishonest and going back trying to still be a mystery shopper would not have been right, so I told them, it would be in their best interest for a different person to go back there. Now, I am out $40. I understand a clients point of view but if a protocol is not followed at your company that is not my fault. Plus, the shop instructions said sometimes people are behind the teller counter. I do banks in rural communities, and normally there are not hardly and customers in the banks, I have shopped. Some times, a teller will begin talking about the bank accounts until someone else is available, but this employee did not do that. I don't know if I should stop doing the bank shops for this company, because they are one of the best paying and I am really disappointed. They may not want to even give me other shops too. It is times like this when I realize that making mystery shopping has a lot of risk and might not be a steady income. I guess, I can use this as a big learning experience.
Edited 1 time(s). Last edit at 11/05/2015 11:19PM by breestjon.