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Sometimes shopping is the best revenge

January 18, 2012 03:18AM
jersey07032 Wrote:
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> 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.

when i was a corporate manager, if i wanted to 'can' an employee, i could probably do it in 2-4 sentences. it was brief and to the point. but i didn't have to trash everything that the employee did to get my point across.
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January 18, 2012 03:20AM
Negative reports are normally questioned but if the service is bad, do report it. I have seen real live example of it and the turnaround it brought about in that persons attitude. I still smile when I think about it.
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January 18, 2012 03:34AM
I am just going to continue being honest (and fair) and let the chips fall where they may.
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January 18, 2012 07:31AM
You are lucky if your reports did not have a negative reaction from the associate. It all depends on a lot of things. Customer service in retail is
touch and go. I had three major reports that had a big impact on the employees because I told the truth. I reported what happened and though I was lenient in most part, they still questioned them. As long as you are sure of what you report and most important, have the backing of your mystery shopping company, it should give you the confidence that you are on the right track.

I also have reports that according to my manager were used as a training tool. So, because your report is challenged does not mean something is wrong with the way you are conducting your mystery shopping activities. However, it is a general fact that many companies would easily accept a report if it shows everything is honky dory. It is a temptation to just not invite any trouble by
not reporting anything negative that would prove to the client that they did have a valid reason to mystery shop their employees. The line of least resistance is to go with the flow.
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January 18, 2012 08:22AM
I agree with Vince on writing the negatives in such a way that it softens the blow, I did a phone shop to an assisted living community todsy. I gave the "sales couselor" my alias and she used my name for several minutes. The name I gave her was "Susan". About 10 minutes into the call she started calling me "Mary" !!! At the end of the report it asked me about my impression of the community based on the call. lol I told them that overall my impression was positive based on the empathy expressed by the sales counselor over my heart attack and how she carefully matched the services available at the community to my needs, However, calling me by another name several times and making me interrupt her to correct her had taken me aback and might make a real person with memory problems really confused. So I had to lower scores on 'would I visit them first" or "recommend the community to others". It really shook me At first I thought I'd slipped up and given her the wrong name at some point. I listened to the recording though and it was all on her. lol Then I had to call her back and tell her I was a shopper! ~~~~~~~~~~~

Today I Will Choose Joy!

"Finally, whatever things are good, true, noble, lovely, of good report...if there be any virtue, if there be any praise...think on these things." ....It's a command, not a suggestion!
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