IntelliSara Wrote:
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> Hey guys,
>
> I've been on here in the past, but I just want to
> touch base again and reiterate that we do not, in
> ANY WAY, give you a negative score if you've had a
> negative experience. I think the issue of this
> matter is the tone people use when they write the
> report--how you construct a sentence is
> everything.
>
> We are not Yelp. As a mystery shopper, we need you
> to be the eyes and the ears--we want you to tell
> us what happened. What we see often is people
> write their reports as how the shop SHOULD have
> happened, what SHOULD have been said, and yes, we
> take points off for giving opinions in reports.
>
> Giving personal opinions is what people do in
> focus groups, not mystery shops. Instead of
> saying, "the floor should have been mopped, the
> toilet needed to be cleaned, it took me forever to
> get my food, I felt that the salesperson was rude
> and I was offended," try saying, "the floor was
> dirty, the toilet had stains, I received my meal
> after the people in line behind me received their
> food, the salesperson was using profane language
> and/or racial slurs during the shop" etc.
>
> There are some reports where the client wants to
> know your opinion, which is usually in the last
> narrative box. However, unless you are
> specifically asked for your opinion, you need to
> keep it out of the report.
>
> Trust me, I've had some terrible service before.
> I've been blown off because I'm a woman and
> ignored because I was broke college student. When
> writing out a report, it is instinct to write a
> negative review as opposed to an objective report.
> You are dealing with these people directly and
> it's hard to not take things personally, but
> that's what mystery shoppers are supposed to do.
> Report objectively what happened instead of
> letting the emotional response take over.
>
> I hope this helps. Again, if anyone has any
> questions, please feel free to PM me or shoot me
> an email at
sara.petersen@intelli-shop.com.
Dear IntelliSara,
I do believe that the shoppers here know the difference between turning in an objective report and posting on "Yelp". I believe that the unusually high pattern of low shopper scores and demands for previously submitted information by Intellishop editors should be of concern to you in the interest of shopper retention.....or not.