Hello fellow shoppers,
I recently did a observation,partial audit,(I had to note what printer brands this store carried),I presented the Mgr with a letter of authorization and then I proceeded to tell him,I just needed his name and one of the sales reps name in the printer dept ,at that point he starts yelling at me "I'm not going to do your job" ,and I explained I wasn't asking you to,I just need your name and I'll do my own job .It was incredible,everyone in the store(A office supply)store,was looking over in my area.After I did my part of the shop,I stopped back by the Mgr's office and said to the guy, just because you're having a bad day don't take it out on me ,I'm just out here trying to make a living like you are..He didn't say a thing,not I'm sorry or anything.I noted it in my report.I'm not sure how much it will mean to the co. that I did the job for.Has anyone else ever had this happen to them? I guess I'm lucky I've done quite a few shops and this is the first time
this has happened !

Reveals are more likely to bring that kind of response. I had one jerk yelling across the store as I made my observations and photographs, "Don't tell lies like you usually do." It was duly reported in the report and he was reprimanded. More recently I did a reveal where it was specified that the manager or designated person was to accompany me through the audit. The audit was to take about 2 hrs. She started blowing off about how 'corporate expects too much' yadda yadda and she could only spare me about 15 minutes. I just ignored her rant indicating that I too hoped the audit didn't take a long time. Her store was seriously deficient in a whole lot of ways, which I figure she knew would be the case. It took a little while for her to realize I wasn't out to crucify her but just to do my job. Overall I find that when folks get blustery it is because they are deficient and know it. And I'm sure they also are the ones who most frequently turn around and challenge a report as being inaccurate.

Talk about being defensive. This is the type of shop where a voice recorder could be beneficial. Did the employees in this store wear name tags, or were they supposed to? This is one of the reasons I'm not fond of reveal shops.

I was not getting yelled at in one of my reveals but the clerk was yelling across the store in her native language to a co-worker. It started off on the wrong foot when I went in to give her the letter with the credit card still in my hand. She had to stop texting (I never entered that store that she was not on the phone) and looked at me and told me it was not her pump but my card that would not work. There was nothing wrong with that pump but two others did not work. After I gave her the letter and she said yes, went to the back of the store and started talking to the other clerk in their native language. Every time he started to say something to me she would start in again and all I could understand was name tag. Everytime she started her tirade it was louder than the one before. If no name tag was her problem she was right she never wore one. The clerk talking to me said the station was going to change brands and I would not have a job anymore. I told him that was fine with me I could just go home quicker. There was about five customers in the store during all this and I felt bad for them. When I left one customer opened the door for me and all he said was "Boy they are different, arn't they." I took my photos, called the scheduler and told him happened and take me off the list forever for that shop.

They are changing brands and if it is one of the others I shop for I may go back just to see what happens.

I had met the owner of the station at one of the others he owns and he asked me why I was taking pictures and I told him what I was doing and he was really nice. He was also taking photos and he told me why. He was nice and friendly and all of the other clerks who worked for him, that I met, were also friendly. All it takes is one to spoil the whole thing.

The variety of responses we get is certainly in keeping with 'dealing with the public'. I did a shop within days of it changing owners. It was still in the same chain of stores and the new owner tagged around with me to see what I found fault with and what I found good. He was obviously interested in learning and seeing the facility through someone else's eyes rather than making excuses. While normally the shop would take about 10 minutes, I probably spent 30 minutes there with him pleasantly chatting. One of the thing I mentioned he indicated bugged him to but he had gotten a quote on fixing it and it was going to be $4000, which he couldn't afford to do (it was not something the shop would be marked down for but rather a personal opinion that he had asked for). When I returned the next quarter he had done a lot of the repainting that was needed, fixed everything I had marked him down on before and was anxious to show me some improvements he had just finished. I don't think he understands the role of a mystery shopper, but slowly he is turning his location into a really nice one with a shoestring budget and a lot of elbow grease. I look forward to each visit because his enthusiasm is contagious.

On two subway shops, I got really nice managers who really wanted to know what they could do to improve. I felt bad for them, as there was really nothing I could say to them...per the contract. I always like managers who care about how their store and it's employees come across to customers! :-)

That's my kind of owner, or manager as it may be. I don't tout "the customer is always right" - because there are jerks everywhere. But, great customer service is what it's all about.

I read the Subway stuff differently in that it indicated we were not to discuss the results (which could readily lead to "I did"/"You didn't" disputes about not winning). I was asked a couple of times what I thought of their shop in a way I did not feel was currying favor or looking to make excuses. Since all of the places I went into were clean and well maintained (really NO exceptions on that one!) I generally had positives to comment about, though in one I commented about a tippy table and the guy hustled out to see what the issue was. He discovered a tap missing from the bottom of a leg and moved the table to an unpopular spot indicating he would stop by the hardware store and get one. But overall reveals have showed me that most managers really do care because it is a view from a slightly different perspective.

It was a different one than the one we both have done for one MSC. It was about game pieces, really.

The "I did"/"You didn't" disputes has gotten me twice for Hardees. I don't do many of them but these were bonused very well so I included them with other shops.
The disute was over the offer of a combo for both of them. When I walked in one to introduce myself, the employees were standing in a group talking. It took a while to get noticed but I finally got waited on. When I was going over the results with the manager and told her there was no offer of a combo she grabbed the form and said "I don't have time to fool with this." She walked off leaving me standing there.

The second one was during a thunder storm and when it thundered the speaker would have static. I didn't understand the introduction with the static but the rest of the order was clear and I did not get a combo offer. All I got was anything else. When I went over the results with the manage and told her no combo was offered she seemed to be OK with it. After we got through and I was going out the door she came after me and said she had the her cashiers name mixed up. She said her cashier was a crew leader and never missed offering a combo. She then told me she was standing by the cashier and heard everything she said and I was offered a combo. When I entered the building the manager was working the counter. It is a no win situation and I do feel bad when they miss something.

I have been blessed not to have manager's yelling, but I sure hope the manager's think about it and realize how it makes them and the business look. Not too good. If I run into that situation I will just have to deal with it. Everyone that works is not professional, even though they have a job. So I will remember to worry about me and make sure that I remain professional even though others may not. Sorry about the bad experiences some of you have had. I have done audits, however, where there were many infractions, and the associates and managers were really nice. I felt bad for the company, but I see many companies allowing their younger siblings in the family work the business. The younger ones seem to let the business go and not be as caring and professional as their parents once were. This is sad.

I'm known for having adventures while shopping and one gas staton was no exception. Only the pump's card reader didn't work at this jobber station and you'd think I was out to personally crucify him with a pitchfork, the way he was acting. The entire crew was unfriendly to the point of being hostile during the entire visit, then when the manager saw that on the form he was supposed to sign he started yelling and continues to yell right out into the parking lot. Customers getting gas at the pumps hurriedly got into their cars and drove away so he cost himself some customer money. He was a big guy, built like a football player or refridgerator with legs and he was purple with rage. I found out that you really can lay rubber on a dirt road out there in bucholic splendor.

Another time I did a travel center/truck stop place and the manager insisted on accompanying me every step of the way. He snatched the forms out of my hands and refused to sign them or to let me leave until a lackey fixed everything on the form that was deficient. You bet the MS company heard about that and I hope the client did too. I don't appreciate being held prisoner for a mystery shop.

I did not even get a chance to submit my report to the gas clerk. One the first step of the gas shop when you use a credit/gift card the pump for the gas purchase and then go inside for the cola. The pump would not take my card.It said see inside clerk so I did. THe first words out of her mouth were,"It is your card and not my pump." I had her gas station gift card.

I thought you got lost Cettie. I am still trying to use the computer at work so if my typing is all over the screen I am sorry.

Yu R NT typing all over the screen.

Thanks someone has to keep me straight.

I mostly do gas stations mystery shops and/or audits and I've had some experiences where I was made to feel very unwelcome. One of them was at a former Sinclair station. I guess Sinclair decided they weren't going to work with this guy anymore and sent a sign company out to take down the Sinclair sign. Of course, I had no way of knowing this. I went inside and introduced myself to the cashier and she told me they were no longer a Sinclair station. I asked her if she minded if I went through my checklist just the same and she said she didn't care. I was outside looking around when the owner (I guess) came over to me and wanted to know what the h... I thought I was doing. I told him I was just going through my checklist so I would get my pay and he started shouting at me that they weren't a Sinclair station anymore and he thought it was funny that Sinclair would send someone out to 'audit' his station after they took his franchise away. I told him I didn't work for Sinclair but for an independent company but I'm not sure he even heard me. When he finally quit ranting and raving, I said, 'Are you asking me to leave, then?' and he said 'Yes, I guess I am'. I told him that was fine with me and packed up and left. When I did the report, I included all of this in it and they paid me just fine.

Another time (just recently) I was doing a combination mystery shop/audit at a Cenex station for a different company. Of course, the mystery shop portion went fine but when I went back inside to introduce myself, the lady there said they were no longer a Cenex station (even though she was wearing a shirt with a Cenex logo on it - I probably shouldn't have brought that to her attention) so I asked if I could go through my list just the same and she said I couldn't because if I did, she would get charged for it. It didn't make any sense to me but I went outside and went across the street to get an overall picture and then when I got closer to the station and was taking a storefront picture, she came storming out and hollered at me, 'I asked you to LEAVE!' I told her I was leaving but I had to take a couple of pictures to prove that I was there so I would get paid. I wondered at the time if she realized that there was no crime in taking pictures of public places. By the way, I did get paid for that shop also.

But for every single incident where someone gets ugly about something, there are at least 10 others where I am treated very courteously.

Something like that happens, I leave, immediately, explain in the shop notes and get paid. For $7 plus $1.25 reimburse you are going to be abused too???? may I suggest next time, when you walk in show your authorization paper and just a glimpse of your gun handle, works for me.

Beisen, don't convenience stores where you are have signs up saying that people cannot carry their concealed carry guns inside? It seems illogical, but they used to do that here. I haven't noticed one in a long time. Churches had them, too. Some of them did.

I was practically screamed at and asked to leave a Manhattan Bagel shop last year. I was to evaluate the service (the usual), and then take a quick photo of the menu board. It was fine until the end. The store was really small and there was no way to do this without the manager/owner seeing. I starting moving as fast as I could, but the manager screamed to get out, and how would I like it if someone came into my home to take a photo. I didn't see the connection there, since this was not his home but rather a franchise that he has to know could be visited by mystery shoppers, but whatever. He was very mean and I actually felt a bit threatened, which is hard to do to a New Yorker, so you know it was bad. I explained this to the scheduler and wrote it in my report. I did not get the photo but I got my pay for the shop. I warned the scheduler of the new company about this particular location and the owner. She thanked me, and I obviously did not take the shop. The new company that is shopping them provides a letter to present if anyone asks at least though.

Not yelled at, but I was supposed to do a certification audit on a chiropractor's office. When I called this morning to set the appointment, he wanted to do it on his lunch hour. I explained that we needed to do it during regular office hours (this was VERY explicit in the shop instructions), but that he didn't have to be involved personally, as I could do it with any member of staff. He said he would call me back.

He called back a couple of hours later to say he was withdrawing his request for certification, since he didn't want anyone "looking over his shoulder".

Apparently this happens a lot, since there was a reular spot on the report to indicate this. At least they're still paying (half) the shop fee just for me making the call.

tgb,
I have done 5 of those ASH audits in the past month. These are the only ones I have done. I am rather surprised at the reaction you got. After the last one, I told my husband, "Everyone is always kissing my butt in these things. I think they think I have the power to give certification. I explain to them that I am a contractor, and I just collect the data they ask me to collect, but have no information other than that, and give them the number, but still..They seem to think I have power."

On another note, I did the first one at a regular price. I thought that although the office visit was fast, the entire process took more time than was worth it for the $ they gave me. The next 4 were bonused ones they asked me to take. At the bonused price, they were fair, and I would do them again. Now I am scared someone is going to act weird to me. :-)

dee:

How much were you being paid? This audit would have paid $14, which is typical of other audits I've done this month.

They were bonused as they had no one to do them on the due date. I cannot really say.

I too have gotten the "I did/You didn't" with Hardee's. Very rarely around here do they "pass". I usually get the, "Well they're new," but have had a couple times where the assistant manager has not said the required stuff. At the end of my most recent electronics store audit, I was told to get a team leader to sign my papers - they had no idea how the audits went and started got harsh with me in front of their co-workers. "Well why didn't you find anyone to turn the items on?" "I'm not supposed to, but I tried to turn them on just to see if they were functional and they weren't." I'm a nice person, perhaps too nice. I was polite and I guess my politeness was taken the wrong way because he started raising his voice and profusely sweating. I finally told them if they had any questions to talk to the store manager or to call their corporate number. Of course I noted it on my report. I know what it's like working for big box companies - I wouldn't go out of my way to dock points.

I did one not long ago for a display check, and when I signed in, and FINALLY found someone who worked in the department it took several mins to get any help. I then had to speak to the manager because she has not changed the old sinage, and that we would need to get that out, and that I was to assist her with the set up. Well she said they never got any, and that it would take a while to get it up, and she was fixing to be getting off. Well, I was a bit shocked at the way she approached it all, and I had to call numerous times to the company, and try to find out what to do about the issue. The product I was looking at qas all beaten up boxes, and product was hanging out. I was very surprised, and this was a major chain, and a new one at that for that town, and the aisle was in shambles. I would not have purchased that from them. Well, finally after NUMEROUS times on hold they said just mark it down as non complience, and that I would get paid for it, but they would address the report as if it comes back up.

I do not do display checks anymore because I got left in the warehouse by a rude dept manager with no idea of where I was supposed to look for something that no one else knew where it was or if it was back there too many times.

There are also two Hardee's I do not do anymore because of the managers. It is not worth my time to be treated rudely by someone whose crew made a mistake. Nothing changes because it has been reported to the MSC and they say there is nothing they can do about it. So I just turn them down when they call.

txguitar

Beware of that company- the one you did CALLS the manager to confirm EVERY SINGLE thing on your report....
I can actually understand the manager issue- he not only gets the shopper asking he then gets xyz calling and asking if shopper did this and that... a nuisance to the manager...

Edited 1 time(s). Last edit at 08/05/2009 10:25PM by CANADAMOMMY.

I did a demo about two months ago, we have had so much drama out of this store in the past 2 years, that I am currently the only employee who will go in there. Well when I asked him (store manager) to sign my paperwork, he read my notes and came unfreaking glued.....it was all true, and I tried to explain that these are always issues and if we have problems I have't to record them or I won't get paid. He screamed and hollard, threw my paperwork in the trash, imbetween his legs, and dared me to get them. I absolutely was not, I called my co. they expected another issue, recorded it and another manager came in and retrieved the paperwork, he was very upset and very nice about the situation.
When I was in my early twenties, I worked at Hardees, and I took this mans order, when I looked down at the register to punch it in, the guy punched me in the top of my head.
My point of both those stories, people are WHACK! You have't to stay on your guard. I think TXGUITAR, you handled it well. Brava