G'morning all!

So my husband finally got his first Coyle shop, and I got my first Harland Clarke shops this week!

Anything special we should know about observations?

I know my husband is very nervous about the Coyle, because he readily admits he sucks at the narratives. Writing is NOT a strong point for him with reading comprehension problems. (An average report with 4-5 narratives for me is 30 minutes, it, quite frankly, will take him all but 2 hours to write. He's never been diagnosed, but we believe just from the way he writes that he has dyslexia.)

What about Harland Clarke? There are barely any guidelines for the 4 shops I've got assigned, and I read through the survey but there's not too much to it, so it seems fairly simple/easy.

Coyle - well, I read the survey already, and my gosh, there's things on the survey that are NOT in the guidelines! Should my DH contact Coyle for clarification? I saw they are available 24/7 - NICE! Wish more MSC's would do that!

Thanks in advance!

Don't sweat it. If you or he does not excel at writing, you'll either find it too much work to continue, or improve slowly.

Coyle is the toughest out there, much narrative, longest report ever. Would this be for a hotel or restaurant.....he might have bitten off more than he can chew, let us know.

I will assuming the Coyle report is a restaurant, since it's the first time. Definitely contact them with any questions before the evaluation.

Here are the tips I can offer for Coyle:

-Split the work between the 2 of you. Have one person focus on times and the other concentrate on names/descriptions
-Follow the examples on the website. That is what they want.
-Write the narrative in word and then paste it into the online form. You can increase the viewing size when working and that makes it easier.
-Immediately after the evaluation, go somewhere quiet/private with a pad of paper and quickly draft a timeline of the experience while it's fresh in you head. Add a staff list, along with any needed quotes.
-Sleep on it, then construct the narrative the following day when you are rested and have had time to reflect on the experience. The required info will be in notes you prepared.
-Proof each section of the narrative while scoring the checklists and be sure that all NO answers are addressed in the narrative.
-Keep the word doc, since you can refer to it if there are any questions about the evaluation.
-Don't be stressed by the submission timeline. A report that's 6-hours late and in good shape will still score better than a shabby report turned in on time.
-MOST IMPORTANTLY...Enjoy the meal! It's really the payment for all the hard work.

For me, the average Coyle restaurant is 2 pages of narrative in a 12 point font. With time and experience, you should be able to knock that out in 30-60 minutes. Many first-timers say it takes then 4-6 hours.

Hi Irene,

It's a restaurant for lunch.

The weird thing is, I looked over the guidelines and printed them out and he and I were reading over them last night. The guidelines have all of these requirements (reservations, to-go, etc), however, the Survey itself does not indicate anything like this. So he & I were both stumped.

The restaurant is not a "reservations type" establishment. We've looked over the menu also!

He & I have a system whenever we do my bar integrity shops for other MSC's, so we have the "you get this, I'll get that" down pretty good.

I think he is extremely worried about the narratives. I noticed on the survey each line item has a "comment" box, and I told him already, he can NOT use his standard, "The restaurant was clean and the windows had no fingerprints". (yes, that is how he answers narratives, so far, he's not had problems with those easy MSC's)


Irene_L.A. Wrote:
-------------------------------------------------------
> Coyle is the toughest out there, much narrative,
> longest report ever. Would this be for a hotel or
> restaurant.....he might have bitten off more than
> he can chew, let us know.

Steve,

Thanks for those tips. The "splitting the work" is how we usually do any restaurant from any MSC, particularly when I have to do bar integrity, as he can figure out what kind of drinks everyone has, whereas I focus on timelines. He can remember what someone was wearing 2 days later - I forget the minute I walk out the door!

I completely agree about the "Sleep On It". When I have to fill out reports by "9PM" or "12 Hrs" - I hurry through them, and I am not happy with what I've written.

I think since this is his first Coyle shop they've just given him a Lunch shop to see how he does. We had also signed up for 3 more shops from them, but they have not assigned those yet, and they are pretty upscale places, so hopefully he'll get over his nervousness!

Side Note - I'm miffed because I also signed up for Coyle, but I never got accepted.. *laugh*



SteveSoCal Wrote:
-------------------------------------------------------
> I will assuming the Coyle report is a restaurant,
> since it's the first time. Definitely contact
> them with any questions before the evaluation.
>
> Here are the tips I can offer for Coyle:
>
> -Split the work between the 2 of you. Have one
> person focus on times and the other concentrate on
> names/descriptions
> -Follow the examples on the website. That is what
> they want.
> -Write the narrative in word and then paste it
> into the online form. You can increase the
> viewing size when working and that makes it
> easier.
> -Immediately after the evaluation, go somewhere
> quiet/private with a pad of paper and quickly
> draft a timeline of the experience while it's
> fresh in you head. Add a staff list, along with
> any needed quotes.
> -Sleep on it, then construct the narrative the
> following day when you are rested and have had
> time to reflect on the experience. The required
> info will be in notes you prepared.
> -Proof each section of the narrative while scoring
> the checklists and be sure that all NO answers are
> addressed in the narrative.
> -Keep the word doc, since you can refer to it if
> there are any questions about the evaluation.
> -Don't be stressed by the submission timeline. A
> report that's 6-hours late and in good shape will
> still score better than a shabby report turned in
> on time.
> -MOST IMPORTANTLY...Enjoy the meal! It's really
> the payment for all the hard work.
>
> For me, the average Coyle restaurant is 2 pages of
> narrative in a 12 point font. With time and
> experience, you should be able to knock that out
> in 30-60 minutes. Many first-timers say it takes
> then 4-6 hours.

For Harland Clarke, they do focus on detail and you should be getting a manual to download unless their procedures have changed. On their website they do show a sample of reports they produce for clients. You may want to read through pdf pages 28-33 of [www.cuestnet.com] as it gives you a good idea of what they are promising their clients. I usually give them more detail than is shown in their sample.

For Coyle be sure to add the eyes, body language & teeth of the employee on their interaction. They are really particular about the way the employees interact with the customer.

I just finished up my first Coyle report today...Whew, I hope I make the grade!

It did not take long for me to get an assignment after I requested a couple and my first shop with them was a luxury apartment complex.

Lots and lots of detail, but I enjoyed it, as I like to write and found the way they do each segment at a time of the assignment a nice way of breaking it up and it REALLY helped in remembering each part in my head, along with notes and bullet points/times recorded. They do want detail and definitely want their narratives written in a very specific way.

I am waiting patiently to see how I did and will let you all know, so I can share with other's how it went. ;>

Please do, Mlmagic. I've just been accepted by Coyle, and am hesitant about going in with all guns blazing after what I've read here.


mlmagic Wrote:
-------------------------------------------------------
> I just finished up my first Coyle report
> today...Whew, I hope I make the grade!
>
> It did not take long for me to get an assignment
> after I requested a couple and my first shop with
> them was a luxury apartment complex.
>
> Lots and lots of detail, but I enjoyed it, as I
> like to write and found the way they do each
> segment at a time of the assignment a nice way of
> breaking it up and it REALLY helped in remembering
> each part in my head, along with notes and bullet
> points/times recorded. They do want detail and
> definitely want their narratives written in a very
> specific way.
>
> I am waiting patiently to see how I did and will
> let you all know, so I can share with other's how
> it went. ;>

Dagosto Wrote:
-------------------------------------------------------
> Please do, Mlmagic. I've just been accepted by
> Coyle, and am hesitant about going in with all
> guns blazing after what I've read here.
>
>

We are talking about Coyle Hospitality Proper, and not their Prophet site, right?

marmani Wrote:
-------------------------------------------------------
> Dagosto Wrote:
> --------------------------------------------------
> -----
> > Please do, Mlmagic. I've just been accepted by
> > Coyle, and am hesitant about going in with all
> > guns blazing after what I've read here.
> >
> >
>
> We are talking about Coyle Hospitality Proper, and
> not their Prophet site, right?


Right. CHG does not use the Prophet system. They seem to have their own. I am waiting to see how I scored, will let ya know when I do! X (fingers crossed) ;>

Coyle proper has their own site. There are shops offered through Quality scheduling that are entered on a separate site through Prophet. If anyone is having a hard time getting accepted by Coyle, that's a good way to get your foot in the door, by doing one of the shops offered by Quality. That's how I did it. The regular Coyle shops are definitely labor intensive, but they really supply excellent tools, and are clear about what they want.

nicelytwicely Wrote:
-------------------------------------------------------
> Coyle proper has their own site. There are shops
> offered through Quality scheduling that are
> entered on a separate site through Prophet. If
> anyone is having a hard time getting accepted by
> Coyle, that's a good way to get your foot in the
> door, by doing one of the shops offered by
> Quality. That's how I did it. The regular Coyle
> shops are definitely labor intensive, but they
> really supply excellent tools, and are clear about
> what they want.

I was pretty intimidated when Coyle offered me my first assignment. I read through everything they sent me over and over and when I did the report, they break it up into sections, which I thought was a great way to do it, as it helps you to focus on one area of the shop at a time. I Look forward to doing more for them and hopefully one day a luxury hotel!

I did 3 shops for them, lucky to still be alive. Scored 16,15 and finally 19. After my first score of 16 I was sure I'd be deleted, but a day after the score was podted I was approved for a phone shop I applied for a week earlier. I used the wrong scenario, and when I recorded the call on their toll free number I assumed I could listen to the recording. U know what happens when you assume. To make matters worse my daughter got into a car accident, no one got hurt but my wallet. I got the phone call from the insurance company within seconds of hanging up the phone for the recording, An hour later I tried to recall the conversation, fuggedaboudit. In the end I got encouragement from the editor and scored 15. 99% sure I'd be droppped, I got my 3rd shop for coffee which went well except that the parking cost $32 when they paid $10. my bad

I will not shop Harland Clarke anymore. I sent them an email telling them I was excusing myself from their shops. They pay good money, but it seems they were never happy with what I did. The apartment reports take a long time to do. EPMS can take a couple of hours to type up. So its best to stick to basic retail shops if you don't want to spend time on reports. I am never late. If I want more shops, then I have to get those reports in on time.

klhofbauer, how did your first Coyle shop go? did you get your score yet? I at first and sometimes still do, find the reports intimidating. Read through many many times the samples. It takes me a long time to do a report. And yes, I really do like to, "sleep on it." the next day, I find myself refreshed and can go over it with a fresh mind. I always take a job when I have the next day off.

Susan

vloglady Wrote:
-------------------------------------------------------
> klhofbauer, how did your first Coyle shop go? did
> you get your score yet? I at first and sometimes
> still do, find the reports intimidating. Read
> through many many times the samples. It takes me a
> long time to do a report. And yes, I really do
> like to, "sleep on it." the next day, I find
> myself refreshed and can go over it with a fresh
> mind. I always take a job when I have the next day
> off.
>
> Susan

My first shop this last week with Coyle was a bit intimidating, I read through the instructions and guidelines over and over...geez! But it was worth it, as I schooled myself and got a good score of 18 for my first shop with Coyle...I was thanked by the editor for doing that as well...nice touch.
I think it's one of those things, where ya just have to do it over and over and get used to the way they like things done, then it will b e a no-brainer. :>

Just received my HC check this past Friday. Their pay schedule seems to be 3-4 weeks after turning in your invoice.

Susan,

It wasn't for me, it was my husband who did the shop. I felt really bad for him. He was so nervous, he messed up his order.

To top it off, the restaurant was COMPLETELY different than what the survey questions were asking. We went over the menu together, and he said he looked at the guidelines and the survey. We had our timing down, who was going to do what, and he went and forgot to order the appetizer (and I had my own shops from Harland I was stressing over.. LOL, so I forgot about what he had to order).

It took him about 10+ hours to write the report. With dyslexia, he is normally very slow on the surveys, but when he realized he forgot to order the appetizer it really stressed him out. I said to just email Coyle yesterday and wait to find out what they said. I've flubbed up shops big time and I just email the schedulers whenever possible. 90% of the time they are very forgiving and understanding.

I hope it doesn't disqualify him. With everything else going on, he needs a little confidence booster.

Nothing in his email yet from Coyle, he just submitted the report last night around 7pm.




vloglady Wrote:
-------------------------------------------------------
> klhofbauer, how did your first Coyle shop go? did
> you get your score yet? I at first and sometimes
> still do, find the reports intimidating. Read
> through many many times the samples. It takes me a
> long time to do a report. And yes, I really do
> like to, "sleep on it." the next day, I find
> myself refreshed and can go over it with a fresh
> mind. I always take a job when I have the next day
> off.
>
> Susan