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!
I learn something new every day, but not everyday!
I've learned to never trust spell-check or my phone's auto-fill feature.
Edited 1 time(s). Last edit at 12/03/2015 09:34PM by BirdyC.