I did a shop today, and although the employee who waited on me was knowledgeable and efficient, he did almost nothing called for in the guidelines! Handled the specific transaction competently, but offered no extra services, did not attempt to upsell, did not offer to open a house account for my business, etc.

I followed the scenario guidelines, and, in fact, re-prompted him with the scenario specifics during the transaction to see if he would do the things he was supposedly supposed to do. He didn't.

I'm concerned that my honest report will make the MSC wonder if I followed instructions, since most of my responses are going to be "no, he didn't, etc." The shop report is one that asks you to elaborate on most answers with a short narrative, but there isn't a spot at the end, as there is in some reports, to give additional comments or note a specific circumstance. And there really isn't a good question in the survey that would make sense for me to give details in the text response boxes.

Should I "find" a good place to insert the fact that I gave the scenario statement not once, but twice, to allow the opportunity for him to ask the additional questions or upsell services? Should I e-mail the scheduler to let her know, briefly, what happened (rather, what didn't happen)?

WWYD? Thanks!



Edited 1 time(s). Last edit at 12/03/2015 09:34PM by BirdyC.

Use your comments areas to explain,even if it doesn't seem like the 100% correct place.

I would quote what I said and what he said as completely as possible and that should show that he didn't hit his marks. Not sure if that was any help.

Thank you, both. I did find a couple of suitable places to put the information, and I quoted my comments and the fact that he didn't respond accordingly. I felt kind of bad, because the guy knew what he was doing, that was obvious. But he had too many customers and only him waiting on them (which I also commented on as impartially as I could). I think he probably would have gone part of the extra mile if he hadn't been so busy, but that's not for me to guess at in my report....

When I feel that way after a shop, I always try to say positive things about the employee. For example,
though there was a long line, and other customers interrupting our transaction, the CSR remained cheerful,
helpful, and courteous. Of course, I only say that if it's true. I may be wrong, but I would think a company that's having its employees evaluated would like to know if they remain professional "under pressure". Besides, it's so rare to find one who DOES do that, that I feel they deserve recognition.

@ceasesmith wrote:

When I feel that way after a shop, I always try to say positive things about the employee. For example,
though there was a long line, and other customers interrupting our transaction, the CSR remained cheerful,
helpful, and courteous. Of course, I only say that if it's true. I may be wrong, but I would think a company that's having its employees evaluated would like to know if they remain professional "under pressure". Besides, it's so rare to find one who DOES do that, that I feel they deserve recognition.

Exactly! In the "what was the most memorable part of your visit?" question, I said that despite the fact that the employee was the only staff member working the counter, he was successfully handling all customers without getting flustered or confused. I made sure to comment, where appropriate, at the politeness and friendliness of this individual.

As it turns out, the shop was approved overnight! I'm flabbergasted. But in a good way, for a change. Usually when I'm flabbergasted by anything on a shop, it's in the opposite direction!

It is very frustrating for me when I run into the scenario you are describing. Last night I did a shop that was recently switched to a large msc that has no narrative boxes at all. The old company that had this shop allowed for a narrative where things like this could be explained. But now I can only check no on a question which asks if the person did a, b, c, d and e. They only failed on one of those and were great on the others but there is no room to say that in the checkbox style report. I feel bad for the client who is not now getting helpful information but that was their choice. They are probably paying less for the somewhat worthless info they are getting now from this new msc. And I did two restaurant shops yesterday. There was a glaring difference between the service received at this shop after doing the other one at lunch time. But in this dinner shop they did smile, make eye contact and did all of that except not really seeming to pay attention to follow through and caring how my order ended. No questions about that though.

I had a manager at 4+1 Guys not offer me any fries or a drink. I thought that was memorable.

@SunnyDays2 wrote:

I had a manager at 4+1 Guys not offer me any fries or a drink. I thought that was memorable.

Yes, that would be pretty memorable! In the wrong direction....