Promotion from a shoppers report?
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I don't know about promotions but I do know of store that did not receive the quarterly bonus because of a mystery shop. The store had met all the other requirements but fell 1 point short on the ms part. The bonuses ranged from $125 to $800 per employee. Another reason to be objective and accurate.
I would expect that she got her promotion based on your reports. What else would they base it on? You were an objective customer, the best kind of report she can get. If not, then it definitely helped.
iagal Wrote:
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> The store had met all
> the other requirements but fell 1 point short on
> the ms part. The bonuses ranged from $125 to $800
> per employee. Another reason to be objective and
> accurate.
I think it's ludicrous that a company would withhold a bonus based on a ONE-point shortage! Reduce it, maybe, but not give it? Stupid, and actually would, I think, defeat the entire purpose of an MS shopping program. Employees need incentive, not punishment, for such a small "failing." But I can't think of a worse message to send to one's employees than, "If you're not 'perfect' you don't get your bonus"! Much better to say, "Good job, everyone, but here's where we need to improve. Do that, and your bonus will be bigger next time"!
My DH worked for a company that operated like the first example.... They "delayed" his raise one year because he missed a mandatory meeting (because he was sick!). He did stellar work for them and his reviews were always "five star." Well, were they ever surprised (and very, very pissed off) when a few months later, he gave his notice to go on to a much better job. They had nobody to be mad at but themselves, but of course they didn't see it that way.
When are companies going to learn that it pays to treat employees well and reward them for good work, not threaten or punish them every time they make a mistake? (Granted, some employees need a more heavy-handed approach, but I believe that it's easier to get what you need out of your staff by treating them well and teaching them, not punishing them!)
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> The store had met all
> the other requirements but fell 1 point short on
> the ms part. The bonuses ranged from $125 to $800
> per employee. Another reason to be objective and
> accurate.
I think it's ludicrous that a company would withhold a bonus based on a ONE-point shortage! Reduce it, maybe, but not give it? Stupid, and actually would, I think, defeat the entire purpose of an MS shopping program. Employees need incentive, not punishment, for such a small "failing." But I can't think of a worse message to send to one's employees than, "If you're not 'perfect' you don't get your bonus"! Much better to say, "Good job, everyone, but here's where we need to improve. Do that, and your bonus will be bigger next time"!
My DH worked for a company that operated like the first example.... They "delayed" his raise one year because he missed a mandatory meeting (because he was sick!). He did stellar work for them and his reviews were always "five star." Well, were they ever surprised (and very, very pissed off) when a few months later, he gave his notice to go on to a much better job. They had nobody to be mad at but themselves, but of course they didn't see it that way.
When are companies going to learn that it pays to treat employees well and reward them for good work, not threaten or punish them every time they make a mistake? (Granted, some employees need a more heavy-handed approach, but I believe that it's easier to get what you need out of your staff by treating them well and teaching them, not punishing them!)
I learn something new every day, but not everyday!
I've learned to never trust spell-check or my phone's auto-fill feature.
I've learned to never trust spell-check or my phone's auto-fill feature.
I agree with the one-point thing. Seems like there could be a sliding scale of bonus amount, based on the score.
Practitioner of the Nerdly Arts.
The story about missing a bonus because of one point on mystery shop reports really shows why the MS companies want all "no" answers eplained. In many reports, each "no" subtracts a point. It also kind of explains why some location managers argue about a MS report when it is not a good one, even when to us it doesn't seem really bad.
Most companies dont want to pay the bonuses...so they want
negative reports so they can avoid paying them. That is why
when they get overly postive reports they start questioning them.
negative reports so they can avoid paying them. That is why
when they get overly postive reports they start questioning them.
= + = + = + = + = + = + = + = + = + = + = +
There are no stupid questions, but there are a lot of inquisitive idiots
==--==--==--==--==--==--==--==--==--==
When you try to please everybody, you end up pleasing nobody
There are no stupid questions, but there are a lot of inquisitive idiots
==--==--==--==--==--==--==--==--==--==
When you try to please everybody, you end up pleasing nobody
I know that quarterly bonuses and promotion decisions are in the balance for the employees and managers of the airport concessions at two of the airports that I shop regularly.
Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel
Poor customer service? Don't get mad; get video.
Shopping from the Carolinas to New York
Have video cam; will travel
Poor customer service? Don't get mad; get video.
I noticed a waitress that I had at a restaurant was promoted to a manager after my review of her. She was wonderful as a waitress and I am happy for her!
Greed, Greed and more Greed !! (12 years restaurant management exp./6 as a General Manager). Mystery shops are only a small % of bonuses. Labor hours and food cost are 90 % of a bonus. Most of any bonus goes to the Gen. manager and their
management staff. A promotion for a regular employee is usually based on time,quality of work and reliabilty. Which most corporations don't want to give a raise too. They would rather hire again and train at a much lower wage. I use to take mystery shops (95%-100% grades) to my supervisor. Put in for a 25,50 cent raise for employees and explain that a employee deserved this or that. Very rarely did it matter.
management staff. A promotion for a regular employee is usually based on time,quality of work and reliabilty. Which most corporations don't want to give a raise too. They would rather hire again and train at a much lower wage. I use to take mystery shops (95%-100% grades) to my supervisor. Put in for a 25,50 cent raise for employees and explain that a employee deserved this or that. Very rarely did it matter.
Well, claabe,
There are industries or industry segments wherethey matter very much. And certain national companies have been known to pull franchises base on MS reports that caused them to send in their own auditors.
There are industries or industry segments wherethey matter very much. And certain national companies have been known to pull franchises base on MS reports that caused them to send in their own auditors.
Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel
Poor customer service? Don't get mad; get video.
Shopping from the Carolinas to New York
Have video cam; will travel
Poor customer service? Don't get mad; get video.
Also, I don't know what iagal meant by 'fell short by one point', but the phrasing doesn't imply that it was 'one point less than perfect.' What if it were 'one point less than 70 percent'? In that case, there'd be a lot of room to improve.
I agree with Ishmael. The bonus was probably for a quarter or six months or a year, and I'm fairly confident there is a range. My interpretation of iagal's post is that they "fell short by one point" of that range.
I also know companies take mystery shopping reports very seriously and, although the results can contribute to someone getting promoted, I'm sure other factors are also weighed. For example, attendance, job knowledge, teamwork, etc.
In addition, unless employees do something egregious, like not checking ID, for example, I would doubt if anyone gets fired over one mystery shopping report. Often, it's probably just the final straw that tilts the scales in the "he's/she's got to go" direction.
(heart)
I also know companies take mystery shopping reports very seriously and, although the results can contribute to someone getting promoted, I'm sure other factors are also weighed. For example, attendance, job knowledge, teamwork, etc.
In addition, unless employees do something egregious, like not checking ID, for example, I would doubt if anyone gets fired over one mystery shopping report. Often, it's probably just the final straw that tilts the scales in the "he's/she's got to go" direction.
(heart)
I intend to live forever. So far, so good.
walesmaven, some industries yes. But, you are talking about terrible MS's over a period of time.
Plus, after a year have you ever noticed how some places haven't changed ? Even with "bad grades"from MS's.
My opinion isn't a complete blanket for all, I was talking about food and bonus/raises.
Plus, after a year have you ever noticed how some places haven't changed ? Even with "bad grades"from MS's.
My opinion isn't a complete blanket for all, I was talking about food and bonus/raises.
the company my partner woeks for their bonus is all or nothing and if they are down on anything nomatter how small they do not get the bonus
Ishmael Wrote:
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> Also, I don't know what iagal meant by 'fell short
> by one point', but the phrasing doesn't imply that
> it was 'one point less than perfect.' What if it
> were 'one point less than 70 percent'? In that
> case, there'd be a lot of room to improve.
Well, there's a whole lot of space between one point short of perfect and one point short of 70%.... I didn't jump to the conclusion that they were 1 point short of perfect. But, based on what iagal wrote, which was:
-------------------------------------------------------
> The store had met all the other requirements but fell 1 point short on
> the ms part. The bonuses ranged from $125 to $800 per employee. Another reason to be objective > and accurate.
I did assume that overall this store was doing a good job (otherwise they wouldn't be meeting all the other requirements). I'm guessing that whatever the baseline measurement they were one point short of was probably not an epic-fail point.
I overheard a bank manager tell someone that their management was making it mandatory for their employees to score "perfect" on a MS report. (I was actually in the bank waiting to do a shop at the time!) She didn't say what the ramifications were if they aren't perfect, but the employee I shopped didn't get a perfect report from me (and after what I overheard, I was meticulous to a fault on this shop). The teller and the bank disputed it, but I knew what I heard and saw, and I wouldn't change my report. Fortunately, the MSC backed me up. But the point is that having to be 100% perfect caused the employee to lie, the bank to question both me and the MSC, and caused a lot of extra work for everyone. If they weren't looking for perfection (and, really, who's perfect every time, all the time?), a contentious situation wouldn't have happened. Now, if the employee continues to make the same mistake in subsequent shops, that's a big problem....
-------------------------------------------------------
> Also, I don't know what iagal meant by 'fell short
> by one point', but the phrasing doesn't imply that
> it was 'one point less than perfect.' What if it
> were 'one point less than 70 percent'? In that
> case, there'd be a lot of room to improve.
Well, there's a whole lot of space between one point short of perfect and one point short of 70%.... I didn't jump to the conclusion that they were 1 point short of perfect. But, based on what iagal wrote, which was:
-------------------------------------------------------
> The store had met all the other requirements but fell 1 point short on
> the ms part. The bonuses ranged from $125 to $800 per employee. Another reason to be objective > and accurate.
I did assume that overall this store was doing a good job (otherwise they wouldn't be meeting all the other requirements). I'm guessing that whatever the baseline measurement they were one point short of was probably not an epic-fail point.
I overheard a bank manager tell someone that their management was making it mandatory for their employees to score "perfect" on a MS report. (I was actually in the bank waiting to do a shop at the time!) She didn't say what the ramifications were if they aren't perfect, but the employee I shopped didn't get a perfect report from me (and after what I overheard, I was meticulous to a fault on this shop). The teller and the bank disputed it, but I knew what I heard and saw, and I wouldn't change my report. Fortunately, the MSC backed me up. But the point is that having to be 100% perfect caused the employee to lie, the bank to question both me and the MSC, and caused a lot of extra work for everyone. If they weren't looking for perfection (and, really, who's perfect every time, all the time?), a contentious situation wouldn't have happened. Now, if the employee continues to make the same mistake in subsequent shops, that's a big problem....
I learn something new every day, but not everyday!
I've learned to never trust spell-check or my phone's auto-fill feature.
I've learned to never trust spell-check or my phone's auto-fill feature.
The store had met all
> the other requirements but fell 1 point short on
> the ms part. The bonuses ranged from $125 to $800
> per employee. Another reason to be objective and
> accurate.
Well, it depends on what kind of scale it is. 1/2 is 50 %, 4/5 is 80% 99/100 is 99%. Every time I do a shop I wonder how a different shopper would score it. From reading the forum I believe I am on the lenient side. To be totally fair the ratings should be based on totally objective questions that would be answered the same way by whoever is doing the shop. Did he mention the xwz plan? Not was he welcoming or was his smile genuine?
> the other requirements but fell 1 point short on
> the ms part. The bonuses ranged from $125 to $800
> per employee. Another reason to be objective and
> accurate.
Well, it depends on what kind of scale it is. 1/2 is 50 %, 4/5 is 80% 99/100 is 99%. Every time I do a shop I wonder how a different shopper would score it. From reading the forum I believe I am on the lenient side. To be totally fair the ratings should be based on totally objective questions that would be answered the same way by whoever is doing the shop. Did he mention the xwz plan? Not was he welcoming or was his smile genuine?
Punishing the entire staff of a store by not giving anyone a bonus is ludicrous. Why should the good employees be punished for something one of their co workers or bosses fell short on. It sounds very childish to me.
A convenience store: Yes, he was terminated after three bad reports. One the first report, the very following morning the DM was in their store; after two more non-compliance reports, he was replaced.
I, for one, have little compassion for the employee as they know they are mystery shopped, they know what their uniform is comprised of, especially a name tag, they know the smoking rule. Since, I fill out the questionnaire without any bias, I'm telling it as it happened.
On a positive note: I had a nice conversation with a male who worked fast food while he was cleaning tables. He actually pulled the whole restaurant from taking orders, cooking, serving and cleaning. My report for him was extraordinary. Three months later, he was the manager
I, for one, have little compassion for the employee as they know they are mystery shopped, they know what their uniform is comprised of, especially a name tag, they know the smoking rule. Since, I fill out the questionnaire without any bias, I'm telling it as it happened.
On a positive note: I had a nice conversation with a male who worked fast food while he was cleaning tables. He actually pulled the whole restaurant from taking orders, cooking, serving and cleaning. My report for him was extraordinary. Three months later, he was the manager
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