Input from other schedulers

Schedulers, Editors, etc.. What are some of your issues with Shoppers?

In the short time I have been involved on the other side of the fence, my main issue is when Shoppers jump to conclusions before giving a company a chance to respond or act about an issue they are having.

So tell me so we can all become more aware: What do Shoppers do that you dislike, cause problems, etc?

Silver Certified ~ Shopping all of Toronto and beyond


Edited 1 time(s). Last edit at 12/04/2014 05:47PM by dixiewhiskey.

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My biggest issue is with shoppers who flake on assignments and are unresponsive. I have great rapport with most of the shoppers who deal with me; I'll go out of my way to assist them with completing shops. I answer my phone and my emails 18-20 hours per day generally (my other work is home based and affords me the ability to be accessible).

It is very rare that I will assign a shop to someone who has flaked on me in the past.

Arguing with fools is like playing chess with a pigeon...
...No matter how good you are, the pigeon will s@^t on the board and strut around like it won anyway.

Not scheduling for ANY company.
Editors who are inconsistant. When you do the same type of shop multiple times and the report is basically the same with different details, and the editor jumps all over the map with the score. Thankfully this is rare. There are always going to be a few bad apples, including shoppers.

Most schedulers are friendly and go out of their way to accomodate you if possible.
DanteScheduler Wrote:
-------------------------------------------------------
> My biggest issue is with shoppers who flake on
> assignments and are unresponsive. I have great
> rapport with most of the shoppers who deal with
> me; I'll go out of my way to assist them with
> completing shops. I answer my phone and my emails
> 18-20 hours per day generally (my other work is
> home based and affords me the ability to be
> accessible).
>
> It is very rare that I will assign a shop to
> someone who has flaked on me in the past.

Does GfK only pay if an entire project is scheduled and completed? That would drive me mad if my pay depended on that!!!

Silver Certified ~ Shopping all of Toronto and beyond
Yes dixiewhiskey. As long as I fill my end of my contract, I am good.

Arguing with fools is like playing chess with a pigeon...
...No matter how good you are, the pigeon will s@^t on the board and strut around like it won anyway.

Not scheduling for ANY company.
DanteScheduler Wrote:
-------------------------------------------------------
> Yes dixiewhiskey. As long as I fill my end of my
> contract, I am good.


You have my respect and best regards!!

Silver Certified ~ Shopping all of Toronto and beyond
Another thing I dislike, and it's not so much about shoppers... is when a client puts so many restrictions on their shops, it makes them nearly impossible to fill.

Arguing with fools is like playing chess with a pigeon...
...No matter how good you are, the pigeon will s@^t on the board and strut around like it won anyway.

Not scheduling for ANY company.
Wait - what?

Dante, did I read that correctly? If GFK has a project - and by "project" I assume that means a set of shops - and one of those shops doesn't get completed by the due date, you don't get paid for any in that project?

I'm not a scheduler and don't ever want to be one, but I would like to have a better understanding of how things work on the other end.

There are two types of people in this world: Those who can extrapolate from incomplete data.
I wouldn't know, because so far, all of my projects have been completed; including ones I took on near the last second, which I did in both October and November.

Arguing with fools is like playing chess with a pigeon...
...No matter how good you are, the pigeon will s@^t on the board and strut around like it won anyway.

Not scheduling for ANY company.
Ok Dante and Dixie - I like your attitude. Keep me in mind for any projets of yours that come up and I will do my utmost best to submit a complete job.
I'll also keep an eye out for last minute requests from you and won't mind doing them for you if I can, just because it feels good to do things for people trying to do the right thing smiling smiley

When you learn, teach, when you get, give. Maya Angelou
Talk about a good attitude - CureMS, I like your new siggy line even better than the one about the parking space.

Dixie and Dante, I'm still waiting to read more issues you have with shoppers. (And hoping I don't recognize myself in any of them.)

There are two types of people in this world: Those who can extrapolate from incomplete data.
I need to start off by saying that there are shoppers I LOVE! We have great rapore in our email communications. I'm not one to complain but will give my input on what I dislike.

I too dislike when a shopper does not complete/submit an assignment by the time frame the client requires with no communication. There are so many times (twice today so far) when I have removed an overdue assignment (to be completed 12/5) and while I had already emailed them to see if everything is ok, they do not respond and then as SOON as they received the canceled email, THEN they reply to that one saying "well I was going to email you to see if I could do it today". Really now?

It's not easy on me to remove assignments because then I have to work again at getting them scheduled. Most schedulers only get paid once the assignment has been scheduled, completed, edited, and client approved.

Deva Roberts
Director of Operations
shoppers@acemysteryshopping.com
ACE Mystery Shopping
[ace.shopmetrics.com]
[acemysteryshopping.com]
Schedulers: When you contact shoppers via text / call, how do you feel about the response from shoppers who aren't able to help for the assignment inquiry?

More specifically, do you care if the shopper you contacted responds back saying 'no' or do you prefer not responding altogether as a 'no?'

Obviously, whenever a scheduler states they'd like to hear from me one way or another, I'll do my due diligence and respond. But I usually don't respond stating I can't, especially since I can't tell when a scheduler is send out a mass message. I don't want to bog down their inboxes any more stating 'no,' when a 'no response' could basically mean the same thing.

Shopping the Greater Denver Area, Colorado Springs and in-between in Colorado. 31 year old male and willing to travel!
If I am mass emailing shoppers through our system. It really does not matter to me either way if a shopepr responds that they cannot help with an assignment I am trying to get filled. For some areas, we have thousands of shoppers and if everyone responded that they could not do an assignment... well you get the point LOL! However, I DO have some shoppers who will let me know they "cannot do it by the due date, but if you need help later this month, let me know!" Those I DO appreciate! grinning smiley

Deva Roberts
Director of Operations
shoppers@acemysteryshopping.com
ACE Mystery Shopping
[ace.shopmetrics.com]
[acemysteryshopping.com]
Tarantado Wrote:
-------------------------------------------------------

> More specifically, do you care if the shopper you
> contacted responds back saying 'no' or do you
> prefer not responding altogether as a 'no?'


Good question. I never respond unless I am positive the scheduler emailed to only me. Sometimes it's tough to tell because so often their email sticks my first name at the top, even in mass emails.

______________________________________________________________________
Seriously, nobody cares that you're offended.
DanteScheduler Wrote:
-------------------------------------------------------
> Another thing I dislike, and it's not so much
> about shoppers... is when a client puts so many
> restrictions on their shops, it makes them nearly
> impossible to fill.


YES!! A colleague of mine is having a warm time because a client is very picky on what shoppers look like. What a nightmare

Silver Certified ~ Shopping all of Toronto and beyond
Tarantado Wrote:
-------------------------------------------------------
> Schedulers: When you contact shoppers via text /
> call, how do you feel about the response from
> shoppers who aren't able to help for the
> assignment inquiry?
>
> More specifically, do you care if the shopper you
> contacted responds back saying 'no' or do you
> prefer not responding altogether as a 'no?'
>
> Obviously, whenever a scheduler states they'd like
> to hear from me one way or another, I'll do my due
> diligence and respond. But I usually don't respond
> stating I can't, especially since I can't tell
> when a scheduler is send out a mass message. I
> don't want to bog down their inboxes any more
> stating 'no,' when a 'no response' could basically
> mean the same thing.

It depends on their response. I have had some shoppers who are incredibly rude while others simply can't do it. I always move on and keep doing that until the shop is assigned.

I really would prefer personally to hear back so that way, I don't keep calling one or two weeks down the road. There are shoppers who just don't check voicemail but end up doing a shop if you actually talk to them on the phone. That's why I like if I hear back whether it's a yes or no. People have lives so I keep that in mind as well but that is my perspective. Mass messages are usually my last resort but some respond better to email than the phone.

If I am really in a bind, I often only call shoppers who have done the shop before. When it is crunch time, there is really no time to explain how to do a report online (yet somehow the shopper used a computer to fill out an application but can't do multiple choice reporting????). In reference to the comment in parenthesise, this has happened to me several times where a shopper takes on a shop then fails to report it "because they don't know how to do a report online".

Silver Certified ~ Shopping all of Toronto and beyond
I'm also learning that I dislike the "chronic rescheduler" type of shopper. If you assign a shop, you commit to completing the assignment on that date. I understand a shopper who has an emergency or illness come up; that can't be helped. I have shoppers who will request to reschedule the same assignment 3-4 times.

What's even worse is when they reschedule and then cancel.

Arguing with fools is like playing chess with a pigeon...
...No matter how good you are, the pigeon will s@^t on the board and strut around like it won anyway.

Not scheduling for ANY company.
Personally, I want to hear back from shoppers even if they can't do the shop. That shows me they are a good communicator.

Sometimes people just say no and that is fine with me. They responded and may be interested in other shops another time.

If I'm looking for a route shopper and send emails out to a 50 mile radius and I hear back from a shopper with a snarky response then that attitude tells me I probably don't want them to shop for me.

More often then not, serious shoppers will ask if I have other shops out that way to make it worth their while or tell me that they don't have shops out that way. They are someone I will be in touch with again.

When a shopper responds with, that's to far. What else do you have near me? I usually suggest they log in to the website and look because I live in a different state and I'm not familiar with the geography near you. I realize the shopper doesn't know I live on the other side of the country.

Communication is so very important.

Also, I am one scheduler working on one project. There are a dozen other schedulers working for the same ms company on different projects and they may have shops in your area that I know nothing about. Just because I don't have shops in your area, doesn't mean there are no shops near you. Log into your favorite ms company sites on a regular basis. That is key to getting more work.

Sometimes shoppers keep extending their shop dates with feasible requests then flake and stop communicating. "I can't get it done on Tuesday. I can do the shop on Wednesday. I'm sorry, my husband got called into work. Can I go on Friday? Oh, I forgot, my son's basketball game is Friday. I can do this on Saturday."

Now it's Sunday and the shop is not done. I know life happens. Now it's a week later and the shopper dropped of the face of the earth and this shop was tied up for for a week.

I realized all ms companies are different. They post their shops differently, they have different pay rates, different whatever. If a shopper doesn't understand something, they should ask their scheduler directly. Hopefully, you will have a scheduler who is responsive and will answer you.

I have shoppers who will get an email from me and pick up the phone and call me instead of responding to an email. I LOVE that. I will work to make sure they get the next open shop if they missed the shop they called me about.

One thing I really feel bad about: If I'm working a location and calling/texting shoppers, I'll schedule the shop at the first yes. Then I get four or five more yes responses. I hate it when that happens because I have to disappoint shoppers and tell them I have already scheduled the shop. The thing is, if I'm calling shoppers then an email has been sent out a few times with notifications about this shop and location and I haven't been able to fill it.

Season shoppers understand. New shoppers think, oh, you didn't really have a shop. Your a scam. (head desk)

Something I do understand, but dislike at times, is when shoppers read an email from a scheduler and pick up the phone and call their contact at the ms company directly to schedule the shop, bypassing the scheduler completely.

A shopper may have a rapport with a contact at the ms company. Now, The ms company needs help and hires schedulers to scheduler their shops. When a shopper calls their contact at the ms company, (I get it, you have a rapport and that's great) the scheduler looses out on scheduling that shop.

At the end of the month, the scheduler didn't schedule 100% of their shops. The bottom line is that looks bad.

One thing I do really dislike that seasoned shoppers do, is ask me to hold their hand. I'll call or text them and ask them to take a shop. They say yes, then ask me to send them information. I respond that they need to log into the website and review the instructions. Okay, what it the link? (You've done this shop 5 times and you've been shopping for this company for years. You know how to log in) They respond back, is the shop the same as last month? Question this, question that...

I love a great communicator. I want to talk with you. But you have to read and and review the information yourself. I don't want to make the mistake of leaving something out. You can't be prepared for a shop based on a quick text/phone call conversation alone.

Edited 1 time(s). Last edit at 12/11/2014 03:40PM by SallyEmpireScheduling.
dixiewhiskey Wrote:

>When it is crunch time, there is really no time to explain
> how to do a report online (yet somehow the shopper
> used a computer to fill out an application but
> can't do multiple choice reporting????). In
> reference to the comment in parenthesise, this has
> happened to me several times where a shopper takes
> on a shop then fails to report it "because they
> don't know how to do a report online".

I remember when my aunt was interested in mystery shopping, I had to fill out an application for her because she only had very basic computer skills. Needless to say, she didn't last very long in the business, lol.

I also remember a while back there was a shopper here who performed the mystery shops, but her husband entered the reports online for her.

Personally, I don't know why computer illiterate people would want to get into mystery shopping since a lot of the work is done online.
Do you (or any other schedulers here) have an issue with shoppers asking to see a copy of the guidelines/report? I don't feel guilty about asking for them, as I've gotten burned a few times with more complicated scenarios than what was outlined in the 4 or 5 lines of instructions. I won't take a shop now unless I know exactly what's involved.

The only reason I ask is because I have replied to emails before, asking to see the guidelines before I decide. I don't know if the scheduler missed seeing that, or if they didn't want to send them to me, but I never got the guidelines, and the shops sat there another week or two.

Thanks!

SallyEmpireScheduling Wrote:
-------------------------------------------------------

> One thing I do really dislike that seasoned
> shoppers do, is ask me to hold their hand. I'll
> call or text them and ask them to take a shop.
> They say yes, then ask me to send them
> information. I respond that they need to log into
> the website and review the instructions. Okay,
> what it the link? (You've done this shop 5 times
> and you've been shopping for this company for
> years. You know how to log in) They respond back,
> is the shop the same as last month? Question this,
> question that...
>
> I love a great communicator. I want to talk with
> you. But you have to read and and review the
> information yourself. I don't want to make the
> mistake of leaving something out. You can't be
> prepared for a shop based on a quick text/phone
> call conversation alone.
Sounds like shoppers who haven't shopped since the days when we had to turn in reports via fax and snail mail. WOW, that was a LONG time ago. Sheesh.

> Tarantado Wrote:
> --------------------------------------------------
..... (yet somehow the shopper
> used a computer to fill out an application but
> can't do multiple choice reporting????). In
> reference to the comment in parenthesise, this has
> happened to me several times where a shopper takes
> on a shop then fails to report it "because they
> don't know how to do a report online".
I'm not sure I'm understanding your question exactly.

What I think you are saying is that you can see the shops. If you can see the shops, can't you log in and review the information yourself?

If you are asking about getting the guidelines before you sign up with the ms company to do the shop, then no, I can't send them to you. It's a confidentiality agreement. I can't give you the guidelines for the shop unless you are a shopper for the company.





Jaymo Wrote:
-------------------------------------------------------
> Do you (or any other schedulers here) have an
> issue with shoppers asking to see a copy of the
> guidelines/report? I don't feel guilty about
> asking for them, as I've gotten burned a few times
> with more complicated scenarios than what was
> outlined in the 4 or 5 lines of instructions. I
> won't take a shop now unless I know exactly what's
> involved.
>
> The only reason I ask is because I have replied to
> emails before, asking to see the guidelines before
> I decide. I don't know if the scheduler missed
> seeing that, or if they didn't want to send them
> to me, but I never got the guidelines, and the
> shops sat there another week or two.
>
> Thanks!
>
> SallyEmpireScheduling Wrote:
> --------------------------------------------------
> -----
>
> > One thing I do really dislike that seasoned
> > shoppers do, is ask me to hold their hand. I'll
> > call or text them and ask them to take a shop.
> > They say yes, then ask me to send them
> > information. I respond that they need to log
> into
> > the website and review the instructions. Okay,
> > what it the link? (You've done this shop 5
> times
> > and you've been shopping for this company for
> > years. You know how to log in) They respond
> back,
> > is the shop the same as last month? Question
> this,
> > question that...
> >
> > I love a great communicator. I want to talk
> with
> > you. But you have to read and and review the
> > information yourself. I don't want to make the
> > mistake of leaving something out. You can't be
> > prepared for a shop based on a quick text/phone
> > call conversation alone.
I think he is registered with the companies. Most, including some you work with, just send out a very basic description of the shop so shoppers don't see the full scope of the guidelines and report until after being assigned. Being able to see them in advance would result in fewer cancellations and fewer disgruntled shoppers. We've all been caught up by shops advertised as being easy only find the guidelines go on for ten pages and the "simple" report actually has 100 questions and a dozen or more in depth narratives.

Equal rights for others does not mean fewer rights for you. It's not pie.
"I prefer someone who burns the flag and then wraps themselves up in the Constitution over someone who burns the Constitution and then wraps themselves up in the flag." -Molly Ivins
Never try to teach a pig to sing. It's a waste of your time and it really annoys the pig.
I'm already signed up with the MSC, but I can only see certain information about a posted shop. I don't want to accept the potential shop unless I can see what exactly is involved. I also don't want to accept it blindly, then have to cancel once I see all of the details, if it's not worth doing.

I guess it depends on the MSC; some companies have the guidelines available to view/download beforehand, but others (sassie boards in particular) I can't view until I've been approved for the shop.
I know on Sassie, shoppers cannot see the form or full guidelines until they have been assigned. As a scheduler using Sassie, I cannot even see the full guidelines or form unless it has been assigned to a shopper. With Shopmetrics, I CAN see the full guidelines and form and have no problem sending it to a shopper *who is registered with Mercantile Systems* before they are approved for said assignment. I understand from the shopper's viewpoint that they want to know as much as possible about an assignment before commiting to it.

Deva Roberts
Director of Operations
shoppers@acemysteryshopping.com
ACE Mystery Shopping
[ace.shopmetrics.com]
[acemysteryshopping.com]
As a scheduler I have no control over that.





LisaSTL Wrote:
-------------------------------------------------------
> I think he is registered with the companies. Most,
> including some you work with, just send out a very
> basic description of the shop so shoppers don't
> see the full scope of the guidelines and report
> until after being assigned. Being able to see them
> in advance would result in fewer cancellations and
> fewer disgruntled shoppers. We've all been caught
> up by shops advertised as being easy only find the
> guidelines go on for ten pages and the "simple"
> report actually has 100 questions and a dozen or
> more in depth narratives.

Edited 1 time(s). Last edit at 12/11/2014 07:36PM by SallyEmpireScheduling.
Are you just working for Prophet and some Shopmetrics companies? As Deva stated, those are not available for Sassie shops, just the shop description. Some companies do provide a more thorough description than others, but rarely is it the complete guidelines so much as an overview.

Equal rights for others does not mean fewer rights for you. It's not pie.
"I prefer someone who burns the flag and then wraps themselves up in the Constitution over someone who burns the Constitution and then wraps themselves up in the flag." -Molly Ivins
Never try to teach a pig to sing. It's a waste of your time and it really annoys the pig.
".....since I can't tell when a scheduler is send out a mass message."

Maybe I'm in the minority here since my preference in a mass email would be for it to say, "Dear Shopper" as opposed to "Dear Lisa." I'm one of those people who wants to be sure to respond to anything directly to me yet avoid being one of thousands responding to what is really sent to every shopper in the database. No doubt someone decided it may appear nicer or less generic if the email is personalized, but is it really "personalized" if done by a computer program?

Equal rights for others does not mean fewer rights for you. It's not pie.
"I prefer someone who burns the flag and then wraps themselves up in the Constitution over someone who burns the Constitution and then wraps themselves up in the flag." -Molly Ivins
Never try to teach a pig to sing. It's a waste of your time and it really annoys the pig.
Jaymo Wrote:
-------------------------------------------------------
> Do you (or any other schedulers here) have an
> issue with shoppers asking to see a copy of the
> guidelines/report? I don't feel guilty about
> asking for them, as I've gotten burned a few times
> with more complicated scenarios than what was
> outlined in the 4 or 5 lines of instructions. I
> won't take a shop now unless I know exactly what's
> involved.
>
> The only reason I ask is because I have replied to
> emails before, asking to see the guidelines before
> I decide. I don't know if the scheduler missed
> seeing that, or if they didn't want to send them
> to me, but I never got the guidelines, and the
> shops sat there another week or two.
>
> Thanks!
>
> SallyEmpireScheduling Wrote:
> --------------------------------------------------
> -----
>
> > One thing I do really dislike that seasoned
> > shoppers do, is ask me to hold their hand. I'll
> > call or text them and ask them to take a shop.
> > They say yes, then ask me to send them
> > information. I respond that they need to log
> into
> > the website and review the instructions. Okay,
> > what it the link? (You've done this shop 5
> times
> > and you've been shopping for this company for
> > years. You know how to log in) They respond
> back,
> > is the shop the same as last month? Question
> this,
> > question that...
> >
> > I love a great communicator. I want to talk
> with
> > you. But you have to read and and review the
> > information yourself. I don't want to make the
> > mistake of leaving something out. You can't be
> > prepared for a shop based on a quick text/phone
> > call conversation alone.


Hey Jaymo!

We have no problems showing our guidelines for the most part. We have them saved as pdf's and we are able to access the system and send a link for you to see the pdf outside of accepting and performing the shop. I can also send a draft of what the report form would look like as well for each shop. It's not something we advertise that we do, but if a shopper asks us to see it first, I'm always more than happy to show it to them without having to accept the shop.

Daniel Price
Customer Impact, LLC.
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