Today I did a shop of high-end womens' clothing store. I have actually shopped at this chain in the past, although not at this particular store. The service was extremely rude. No one paid any attention to me, offered assistance, made suggestions. I can't remember the last time I was treated so poorly. Initially, I was upset, steaming really. And I was thinking, I really want to complain. Then I realized--I am going home and writing a report! I made sure I got rid of all my bile and vitriole before writing....just put in the facts.

I think as long as you do your best to be objective about the actual shop, you have done right. Me, I wouldn't accept a shop for a place I truly loathed in the first place.

Well, unless the money was really really good...

jersey07032 Wrote:
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> Today I did a shop of high-end womens' clothing
> store. I have actually shopped at this chain in
> the past, although not at this particular store.
> The service was extremely rude. No one paid any
> attention to me, offered assistance, made
> suggestions. I can't remember the last time I was
> treated so poorly. Initially, I was upset,
> steaming really. And I was thinking, I really want
> to complain. Then I realized--I am going home and
> writing a report! I made sure I got rid of all my
> bile and vitriole before writing....just put in
> the facts.

i seem to remember the details of a visit much better when they are negative, lolol. they stand out in my mind more.

You and 99% of the general public. That's why they need us

But, unfortunately, I find a negative report SO much more difficult to write. A good report is fast and easy, a bad report takes so long, because I want to capture objective facts only and I want to be fair and include anything good they might have done along with the bad. I hate negative reports!

Unfortunately the MS companies tend to take a bad report out on the shopper, finding fault or trying to weasle out of payment if things aren't perfect. There are companies out there to also "edit" a true but negative report into something they know the client will want to read.

I agree, it seems like I only get "clarification" questions on negative things. A recent report asked me the same question that I answered in the report just to "confirm" my answer. Did you think it was going to change???? That I would say I remembered wrong and now I remember right??? grhhhhhhh

thing is, I have shopped at this chain in the past,although not this location, Have always received good service. The clothes last forever, are classically styled, and are a good deal when on sale. I had to buy something full price, so I bought a pair of socks. I was about a football length away from another shop. I have already returned the socks (this store is not getting a penny from me). Since there is no reimbursement but a store purchase was necessary) I don't feel bad about the return. And if I don't get paid, I simply don't take anymore shops from this company. The seem to only have high-end shops that require a purchase anyway. There is a shop for which I would be paid $12 and would be required to buy a purse or a wallet. I was in that store yesterday--just browsing--and I didn't see anything for under $200. Oh dear, I don't think so.

I think I know the shop and you can indeed buy something for under 200.00.
You do not have to buy the handbag, they have keychains, coin purses and
wallets for as low as 38.00, and since this is a return, your good. I personally have alway gotten excellent help, but stopped doing it because the fee is too low for two visits. I am surprised the help was bad, yes, they need to know. I never mind writing a report that has negative in it, this is more productive for the client, and you shouldn't have any problems, the client needs to know the help was lazy, snotty or whatever. Shopping is the
best revenge in this case.

the place that was bad was not the place with the purses, wallets, key chains. Yeah, I guess I can buy something like a key chain for $38. but we are talking cash flow. And, I am not about to make two trips. And I was wrong in that the MSC does have shops that are not all high-end. I haven't received any feedback--positive or negative--and I am not going to that weird Jersey place that always assumes the worst. As far as the company needing the feedback or not...sometimes I wonder. The shops are often set up in ways that appear artificial. For example, the one I am talking about now required I purchase something at full price. WHY? I never pay full price, they should treat customers with respect whether they pay full price or get something on sale, 95% of what they had in the store was on sale, I saw a lot I would want to buy but couldn't. The last thing I needed was a pair of socks, but I couldn't afford any of the other full-priced items. I have already returned the socks. As I said, this store ain't getting any of my hard-earned money!

I stand corrected, and also think it weird to not buy anything on sale....although I do know a couple customers that buy retail, it is not the norm. Why should they care, the service should be the same.

exactly....

just talked to the MSC about another shop they have. Might have to start another post. the shop fee is $10 plus a $5 reimbursement, which is NOT returnable. I know the store has shoe laces and socks, none of which I need. And the last thing I need is another pair of shoes. The shopper is required to spend at least 20-25 minutes in the store. I would have to drive 30 minutes minimum for two of these. I told her no thanks. She said she really understood and couldn't blame me. I did keep one of the shops, which is in my neighborhood. Maybe I'll buy several pairs of shoe laces and hang myself. LOL

sometimes I think the reimbursement is just another way of keeping fees low. I guess the reimbursement is great if you were planning on buying something anyway.

I hate hate hate when you must buy something you can't use...that's why my shops are dwindling, I'm getting so select, I might not have any income. I stopped doing the "barn" shop, not being Western, do I need a cowboy belt.
You get the picture, you are able to return if needed, two visits for 8.00....
Someday, I swear, I'm going to write all this at the end of my report
and let the chips fall where they may.

Irene I am going to have to name my first grandchild after you!

Off to buy a pair of socks I don't need! NOT LOL.

$10 fee minus $5 for purchase of said socks. Real fee,as far as I am concerned, $5.

My bad, I didn't find out ahead of time. Lesson learned.

Although I'd be honored, there are prettier names out there, but thanks!!

jersey07032 Wrote:
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> Irene I am going to have to name my first
> grandchild after you!
>
> Off to buy a pair of socks I don't need! NOT LOL.
>
>
> $10 fee minus $5 for purchase of said socks. Real
> fee,as far as I am concerned, $5.
>
> My bad, I didn't find out ahead of time. Lesson
> learned.

Irene-

would the "barn" shop be a "bi-coastal" shop? If so, I buy : dog food and dog treats I cannot afford otherwise for our little sensitive shitzu pug ( wheat free, all carrot and special sensitive food). I also buy treats and toys for my oldest daughters dog & cat to use at Christmas. They have a beautiful line of greeting cards. My husband wears their best work socks, or I can get money off a nice pair of jeans he can wear when he takes me dancing. If you are talking about the "Roger wilco!' "barn" shop, I buy plants, plant food, animal treats and things for my daughters hamster.

No, the Barn shop is western wear with saddles, belts, jeans, all clothes western...no dog food.

Irene is a great name. I'm going for it.

Irene actually means peace.....When will you be a Grandma?

I don't know. Got to get the kids married first. I think soon for the wedding. And it will probably be in West LA. Her parents live right outside of Beverly Hills. Wanna come? You can be my mystery shopper date. Hell, it's LA. Weirder things have happened.

Update on the shop. The service was great and I found hand warmers for $.99 each. I bought two to try them out. I figure, if they don't work, I can afford to be out a couple of bucks.



Irene_L.A. Wrote:
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> Irene actually means peace.....When will you be a
> Grandma?

I'll be there and no one will know I'm a shopper, oh what a report I'll write....your son will live in L.a. (i guess).

But, the only "clarification" email I have ever received from MF was one that asked, was I sure I didn't actually work for the client? after everything went right. Answer: Yes, I was sure.

G3B Wrote:
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> I agree, it seems like I only get "clarification"
> questions on negative things. A recent report
> asked me the same question that I answered in the
> report just to "confirm" my answer. Did you think
> it was going to change???? That I would say I
> remembered wrong and now I remember right???
> grhhhhhhh

Or, you might have responded. "Oh, silly me. I forgot I work for them. In fact, I am at work now and I cannot use this computer for personal business." What a silly, silly question.

Dagosto Wrote:
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> But, the only "clarification" email I have ever
> received from MF was one that asked, was I sure I
> didn't actually work for the client? after
> everything went right. Answer: Yes, I was sure.
>
> G3B Wrote:
> --------------------------------------------------
> -----
> > I agree, it seems like I only get
> "clarification"
> > questions on negative things. A recent report
> > asked me the same question that I answered in
> the
> > report just to "confirm" my answer. Did you
> think
> > it was going to change???? That I would say I
> > remembered wrong and now I remember right???
> > grhhhhhhh

Cettie Wrote:
-------------------------------------------------------
> Unfortunately the MS companies tend to take a bad
> report out on the shopper, finding fault or trying
> to weasle out of payment if things aren't perfect.
> There are companies out there to also "edit" a
> true but negative report into something they know
> the client will want to read.


My feelings exactly. I have had a few experience a few years back where the service was really bad and I reported exactly what happened. Suddenly MS company was cold and I enquired from the manager. She said their client asked them to remove me from their database. Because I was in good terms with the company, they sent me the letter. I asked permission to answer it point by point and I did. The higher-ups told me the assistant manager was embellishing her report on what happened and they believed me. I was assured I had their backing. And they wanted me to continue working for them.

Time and again, it has been proven to me that it pays to have a good rapport with the MSC you work for. From that time on, I was hooked with mystery shopping and only regretted I did not know about it much earlier.

Maybe they are trying to see if the clerk offers you a coupon or a discount, things that may not be able to be applied on sale items?


Irene_L.A. Wrote:
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> I stand corrected, and also think it weird to not
> buy anything on sale....although I do know a
> couple customers that buy retail, it
> is not the norm. Why should they care, the
> service should be the same.

So, let me see if I have all this straight. Clients don't really want negative reports? Or is it MSCs that don't want them? Or both. And, why ever not? I'm certainly not saying anyone should gleefully desire a negative, but why would the client and/or MSC discourage them. I am so confused.

risinghorizon Wrote:
-------------------------------------------------------
> Cettie Wrote:
> --------------------------------------------------
> -----
> > Unfortunately the MS companies tend to take a
> bad
> > report out on the shopper, finding fault or
> trying
> > to weasle out of payment if things aren't
> perfect.
> > There are companies out there to also "edit" a
> > true but negative report into something they
> know
> > the client will want to read.
>
>
> My feelings exactly. I have had a few experience
> a few years back where the service was really bad
> and I reported exactly what happened. Suddenly MS
> company was cold and I enquired from the manager.
> She said their client asked them to remove me from
> their database. Because I was in good terms with
> the company, they sent me the letter. I asked
> permission to answer it point by point and I did.
> The higher-ups told me the assistant manager was
> embellishing her report on what happened and they
> believed me. I was assured I had their backing.
> And they wanted me to continue working for them.
>
>
> Time and again, it has been proven to me that it
> pays to have a good rapport with the MSC you work
> for. From that time on, I was hooked with mystery
> shopping and only regretted I did not know about
> it much earlier.

I've written negative reports without anything major happening with an MSC. Sometimes they do require additional clarification and that is not a bad business practice. Depending on the client the report can have real impact, from withholding a bonus to disciplinary action. Ideally, the reports are used for training, but we all know it's not always the case. I don't find it offensive if the company wants to verify some facts before sending along a report.

I've read a lot of posts from shoppers where there has been an attempt to discredit a report. Enough that it makes me believe it happens. What true purpose it serves is beyond me. As a business owner I would not want to continually pay for glowing reports where every employee behaved perfectly. Who does that each and every time and where is the value for my money? Businesses who only want perfect reports are wasting their money, our time and not really interested in customer service. Mystery shopping companies who only want to provide perfect reports are a detriment to our industry as a whole.

jersey07032 Wrote:
-------------------------------------------------------
> So, let me see if I have all this straight.
> Clients don't really want negative reports? Or is
> it MSCs that don't want them? Or both. And, why
> ever not? I'm certainly not saying anyone should
> gleefully desire a negative, but why would the
> client and/or MSC discourage them. I am so
> confused.
>

my honest imopression is that a minority of shoppers (less than 1 in 10) tend to write their reports with excessive negative bias. they imbellish their shopping experience with negativity, and were looking to fulfill a vendetta against employees before they ever entered the shop. they are on a mission to get somebody fired for all of the bad retail experiences that they had before they ever became a shopper. they feel that if they can get an employee fired/reprimanded that they have performed an act of justice which will then translate to better shopping experiences for other real life customers.

this then affects all of the unbiased shoppers who honestly report about an extremely negative shopping experience. virtually any shop report which sounds excessively negative to an editor will automatically be shot down, whether it is true or not. it is my general practice not to sound excessively negative in any of my reports. i limit my reports to a few negative sentences about an employee, balancing the negative statements with something positive to say about the employee. however, the negative statements which i write about an employee will be accurate and hard-hitting nonetheless. but i don't make the entire report sound negative.

for example:

"johnny was well-groomed in a collared blue shirt and khaki pants, with his name tag clearly legible. however, he did not respond to basic social cues, such as 'hello' and 'thank you, sir.' he did not speak or smile at any time during the transaction. nonetheless, he processed the transaction in an accurate and timely manner, giving me the correct amount of change. he double-bagged the items which i had purchased, placing the receipt in the bag with an advertising brochure."

notice that in this paragraph, i write a couple of negative sentences. however, it doesn't sound as if i 'hate' the employee.

Edited 4 time(s). Last edit at 01/17/2012 02:47PM by vince.

Well, in the case I stated above, I never even thought the report was that bad except that the associate who happened to be the assistant manager was really very impatient and told us to look for it ourselves. As a matter of fact, we were laughing to start with because she was arranging the shoes and they would not stay put. She laughed with us and I thought we were interacting. But the other customer she was helping got the same treatment. She told him you can look for it yourself and left him.

She wrote that the company could have chosen a more qualified mystery shopper who could speak English. She said we spoke in our language only. I was aghast! I explained that we communicated in English only because we actually came from 2 different countries. I also used to study and teach in the States before I came to Canada. I have lived in Canada longer than I have in my country. And since she was belittling my qualifications, I had told her that companion was an accountant and I am a chemist and we both earn our living through our ability to speak English. Since she claimed to also speak French and was boasting about her qualifications as an assistant manager, I told her, perhaps we could have conversed in French if she did not feel I could speak English or maybe Spanish. I was told that even the CEO was on my side as the company knew me and how I work.

I told them that I was surprised she could not handle dealing with people who had accent. Toronto is a multicultural megacity; what would she do if her customer could hardly speak English? It was obvious to me, there was racial bias when she said she thought we were thieves. We were in business attire
coming from work.

My reports are never all negative. As a matter of fact I have become more tolerant since my customer service rep days. In my job I was trained to treat any document as if it will end up in court so I am used to backing up my statements and documenting them.

I try to find something positive...comes from my management days (and I guess my employee days, too.) Not here to be disparaging, or to strip someone of his/her dignity. However, I did call it like I see it. I cannot write an honest report if I have to sugar coat things. I don't think any of my reports have been questioned because of this.