@goodhonestperson
We all acknowledge that there is often a disconnect between the corporate world and the folks on the front lines. We know that our questions may come across as strange and might "out" us as shoppers. If you read this board, you'll find many examples. However, as outsiders, we are not going to convince anybody that procedures are poor. Rather, we are asked, "Are the employees doing this? Our job is to answer. If the questions are really that out-of-place, the answers that the mystery shoppers return to upper management will consistently show that the folks on the front lines are not responded as expected. That will lead to either a change in corporate policy or in training and communication procedures.
So, think of us more as one medium of communication. Corporate wants to know if their employees are doing something. They ask us to find out. We tell the truth. That's really about it. We do not discipline. We do not pass judgment. We simply report what we see and hear.
One client for whom I shop specifically uses the shops for training purposes. They bring the reports (which are often audio or video recorded) to the employee and use them to help the employee to be better at his/her job. In the case of car sales, where the salesperson earns commission, we are effectively helping the employee to make more money. I've also done compliance checks for the banking industry and have seen them for alcohol and/or tobacco. I've done bar and valet parking cash integrity audits. In these cases, we are potentially catching illegal activity before the FBI or ATF do - which can result in serious damage to a company. If we see poor cash-handling procedures, the company will take a closer look to see if there might be theft. (We are generally the first report that says, "Something might be amiss at this location." The company will then commit more resources to investigate on their end.
I know that folks who are shopped may not like us. However, we do help the industry as a whole, which benefits honest employees as the businesses can improve profitability and offer more hours and higher pay.
Finally, don't assume anything about mystery shoppers. We come from all sorts of backgrounds and relatively few of us do this full time. There are retired folks who do this for a little spending money. There are some who do this so that they can enjoy fancy meals out. Some do it as a hobby as it gets them out of the house. There are stay-at-home parents who just want to make some money on the side so that they can afford to stay at home with kids. Yes, there are those who do this full time. Many, however, are like me: I work full time and do this to augment my income. I appreciate the flexibility it gives my schedule. I also know most of us have worked customer service at some point or another. I've managed a candy store, worked fast food and cashiered at a large grocery store. My career, however, is High School Teacher. I am teaching Algebra 2, Pre-Calculus and AP Calculus this year.
A suggestion, before you get too critical: Take a look at what we do from our side. Sign up with a company or two and try a shop or two. Find out what it is we actually do.
Hard work builds character and homework is good for your soul.