Weird editorial experience ....
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IMHO, falsifying a report = lying. Lying = wrong always. Lying to a client = grounds for dismissal. OP didn't lie, but told the truth. If OP had lied, and it became clear, then OP would more than likely not work for that MSC again. Editor removed information, changed information, and stated they did so, and that is misrepresenting/deceiving/lying. Not only that, it reflects the OP's end result work product. If video was examined, and it contradicted what the editor's changed report reflected, well, you know that would come back on the OP for false reporting. I would definitely find a way to report this up the chain, starting with the scheduler.
Recently I was grilled by an MSC about details I had supposedly not reported in my survey. Turns out, an editor had removed some of my comments before accepting my report, and the project manager got it without my explanations. Those explanations changed the whole perspective of my answers, let alone removed the requisite commentary, upon which payment hinged. Oh, yes, I did make that clear, and I choose not to do more shops for them anytime soon.
Recently I was grilled by an MSC about details I had supposedly not reported in my survey. Turns out, an editor had removed some of my comments before accepting my report, and the project manager got it without my explanations. Those explanations changed the whole perspective of my answers, let alone removed the requisite commentary, upon which payment hinged. Oh, yes, I did make that clear, and I choose not to do more shops for them anytime soon.
First, I think you were 100% right in your report. If the person didn't know what saffron is and took you to the wrong department, no big deal, but yes, report that. Regarding the pepper, the employee was 100% out of line, had no right questioning who the darn pepper was for and calling you stupid --- OMG. But the one who is really wrong here is the editor. Why is he/she put his/her perspective on the poor over-worked employees. I would definitely try to reach the Editing Manager and have a conversation. I've been in this over 15 years and have had a similar editor situation a couple times; when I have elevated, each manager apologized for the "new" editor and said the report would be re-written to include my comments. That is why we are there!!!!!
So, they have a scheduler falsifying the reports, eh? That is messed up and I would notify the client company about it because I don't think they want to pay for baloney.
@snarf47 wrote:
IThe reason was too many negative comments and asking where the Heinz gravy in a jar was located which was deemed "too obscure".
WTHH? Too obscure?
Sounds like the same editor, who needs to have her butt fired.
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'd be interested to hear if OP did follow up, and what response they received.
I would have probably sent a polite response to the editor. However, I would have definitely sent a follow-up to the project manager. Just something along the lines of, "Hey, this is what what the guidelines say to do, this is what happened in the shop, this is what the editor said. Could I get clarification on what went wrong here?"
I would have probably sent a polite response to the editor. However, I would have definitely sent a follow-up to the project manager. Just something along the lines of, "Hey, this is what what the guidelines say to do, this is what happened in the shop, this is what the editor said. Could I get clarification on what went wrong here?"
Hi Moushele,
I agree with EileenS. Although on the Saffron I would accept what the editor did. Do you really care (as long as you were not penalized) they feel it is obscure? The problem is with the discrimination. If you can not rectify it with the MSC you should report it to the manager of the store. I do not know of the extent of the penalties but discrimination is discrimination. This person could be doing this repetitively. I doubt the manager would be very happy. It is not to get the man in trouble. It is to correct wrongful behavior before it gets excessive. Then the man could be fired and the store fined for this. I would give the MSC time to respond and not rush telling the client. You do not have to say you are a mystery shopper if you were to report it.
Good luck!
I agree with EileenS. Although on the Saffron I would accept what the editor did. Do you really care (as long as you were not penalized) they feel it is obscure? The problem is with the discrimination. If you can not rectify it with the MSC you should report it to the manager of the store. I do not know of the extent of the penalties but discrimination is discrimination. This person could be doing this repetitively. I doubt the manager would be very happy. It is not to get the man in trouble. It is to correct wrongful behavior before it gets excessive. Then the man could be fired and the store fined for this. I would give the MSC time to respond and not rush telling the client. You do not have to say you are a mystery shopper if you were to report it.
Good luck!
Sandra P. Dunne
Phone Mystery Shopper
www.linkedin.com/in/sandrapdunne
Phone Mystery Shopper
www.linkedin.com/in/sandrapdunne
I'm not sure I agree with reporting it to the store manager. Most MS ICA's prohibit surveys, social Edie etc when the event occurred during a mystery shop. I think the same would hold true in contacting the store manager.
@Moushele wrote:
I did a last minute shop for a grocery store chain at the end of June. I've done quite a few of these shops always with good 'scores' and positive editorial comments. I've always given both positive and negative comments in the required narratives. After all, I thought that was what is required. They had been accepted with good scores and minimal comments for my previous shops.
This shop went all right. I used questions in the departments that I've successfully used at several locations. The shop was 50/50 positive to negative experiences. Which is weird for this store generally the employees are helpful.
In this location though, I had one employee tell me I didn't want a product that I asked for because it was "too hot" and when I said I did, he mumbled a derogatory name. I had another take me to the vitamin section when I asked for a recipe ingredient.
When I got my 'score' email with the editor's comments, I was surprised that she had 'deleted my negative comments' and changed my "no" answers to "yes" answers because "it is hard enough working in retail without getting marked down by a mystery shopper who clearly didn't want to give full points and who asked esoteric questions." She ended the rather lengthy email by saying next time ask about apples and oatmeal and by saying "I hope you understand what I'm trying to tell you."
Actually I don't understand but that's not the point here. I chose not to respond to her taking the 'smile and nod' approach.
My question.... Should I have responded to her with questions? Should I have asked the scheduler about the email?
What would you guys have done?
When I get an editor that changes black to white and falsifies my report and I do another shop I state the negative as I observed "this that and the other thing". as I am not familiar with the employees handbook, if this is acceptable the employee and the (whatever observation I made) was outstanding. The question of course was graded very favorably That way I did not falsify the report because I noted the negatives but using the editor's evaluation of the previous experience that experience must be outstanding. Again I do not know how the employee was trained or how they grade the quality if the items but it must be outstanding if the editor said so.
I found that a lot of people are not familiar with saffron when I started growing it myself. Unfortunately, the crocus bulbs must be very tasty because something dug up every one of my bulbs and ate them! I was hoping to sell the saffron at the local farmer's markets, festivals, craft shows, etc. That's not gonna happen now 
There are two types of people in this world: Those who can extrapolate from incomplete data.
I've probably done several hundred grocery shops over the past few years. I would hope that if the floor employee doesn't know what saffron is (I usually ask where to find jicama), then he finds another employee who does. Most of the floor employees in the stores I shop are either high school or college students and I'm usually happy if they even make eye contact and smile.
Anxious to hear the outcome of this one.
I was told that they are aware of some irregularities and low scoring by individual editors and they are 'monitoring and evaluating'.
Sounds like managerial speak saying, we know we have a problem and don't know or haven't decided what to do about it.
In the meantime, I've done three more of these shops with no issues.
Sounds like managerial speak saying, we know we have a problem and don't know or haven't decided what to do about it.
In the meantime, I've done three more of these shops with no issues.
@LGRM wrote:
IMHO, falsifying a report = lying. Lying = wrong always. Lying to a client = grounds for dismissal. OP didn't lie, but told the truth. If OP had lied, and it became clear, then OP would more than likely not work for that MSC again. Editor removed information, changed information, and stated they did so, and that is misrepresenting/deceiving/lying.
I agree with you about falsifying a report = lying - wrong. Lying to a client is grounds for dismissal.
Where we differ in opinion is WHO is the OP's client. As ICs, our client is the MSC for whom we are performing a shop. The MSC's client is the client who is the target of our shop.
We work with MSCs and they are our customers. It's our job to give our customers what they want. It is THE MSC's job to give THEIR customer what they want.
I would probably have taken it far enough that I would no longer be shopping for this company. Probably at their doing, not mine. I'm not going to deal with BS like telling me I made too many negative comments. They don't like it, don't send mystery shoppers. Plain and simple.
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