Has anyone else experienced blatantly lying staff members? I had a few lately, one claimed she didn't try to upsell because I was playing with my phone - I never play with my phone during a sales conversation - another claimed I walked in and said from the start I won't buy today, I just want some information. Umm no way I would say that. One stood out though, he claimed he showed me car and offered a test drive. He claimed I must have mixed him up, not knowing I called the agency right after and told them exactly how it went. I had a feeling he would not accept the results as I had been told beforehand that this store was notorious for disputing bad results.

People lie. Staff members lie. Managers lie. Sometimes mystery shoppers lie. Sometimes the client can watch video and see who is lying. Sometimes not.

How do you know they lied? Did the MSCs challenge your report? If not, they should not provide that information to you.

I have one shop that was rejected twice for little things like that until I realized that the client was only going to accept a good review. They weren't going to improve based on customer experiences, they just wanted to reject mystery shoppers who caught them slacking. I don't do that job anymore.

A particular MSC encouraged me to lie on my reports. Seriously. At one service station, the restroom reminded me of something which I saw aboard a train in a third world country. Complete with no water and plenty of flies. The MSC, fearing loss of the client, only wanted good things reported.

Edited 1 time(s). Last edit at 12/25/2017 07:07PM by Rousseau.

I recognize that folks who get bad reports will sometimes lie - that's a part of what why we do what we do. However, the ones that bother me are the clients who don't believe the reports. Why should they pay for a mystery shopping program if they are not going to believe reports that are contrary to what their employees would freely tell them?

There is one client that I avoid unless I have nothing better to do. In the last 18 months, they have used three different MSC's - and I have had warnings, before doing my first shop with each of those MSC's that I needed to be particularly careful to be accurate and ready to back up anything I said. The first negative report I sent in for this client came back to me for some feedback from the client that they wanted to be sure that I was accurate. I was clear with the MSC that it was accurate. It came back a second time and the MSC asked if they could change some of what I said. I told them that, if they paid me, they could send the client what they wanted, but that I valued my word and did not want to lie on a report, even if that's what the client wanted to hear. I don't know what the MSC sent the client, but I got paid. I started audio recording my shops for this client (though they were not audio recorded shops) and, eventually, had another negative report. Again, the MSC came back to me and asked if I really wanted to say what I said. I sent them the audio recording and said that I listened to it several times as I was writing the report. I was thanked and I got paid. About this time, ,the client changed MSC's. I did a few shops with this other MSC, audio recording the shops. The MSC contacted me and said that they client was disputing the report as the manager said that I was lying. I sent the audio recording to them. They thanked me. A few days later, they thanked me for the recording - and, in the same email, told me that the client did not want me to audio record their shops and that this client was very particular about that. Thereafter, I had a phone conversation with the project manager, who acknowledged that this particular client was difficult and had rejected more shops than most clients and was very prone to challenge them. I said that I had done work for this client before, but every time they did not like the results of the report, they tended to challenge it. I added that if I was going to do a report, I needed to be able to do it accurately - for good or ill. The project manager agreed with me and just said that it was a difficult client. Now the directions for the reports specifically say that we are not permitted to audio record them.

The way I see it, I have four choices: falsify reports, risk not being paid, audio record them any how, or simply don't do any work for this client.

I had this happen last year. My husband and I shopped a high-end steak owned by a well-known sports figure. The server missed the mark on several key points: the restaurant has a specific way of explaining the meat cuts --- she did not do it at all. Our appetizer was never served. Her check backs were not timely. My husband's $40+ steak was cooked wrong and tough; when the server did check back, he told her. The manager apologized profusely and re-served the corrected steak, which was much better. When we were leaving, the manager thanked us at the door and again apologized for the bad steak. I wrote the report and a few weeks later got a call from a manager at the MSC. She asked me if I had something to tell her about that night (like you would ask a child you knew was lying). I had no clue what she was referring to. It ends up the server concocted a story that my husband and I were swearing at each other and arguing at the table, so the server was afraid to explain the meat cuts and she was so flustered she claims to have forgotten the appetizer. In actuality, some gentlemen a couple seats away were feeling no pain and were yelling and swearing to the point that the little old lady across from us, who was celebrating her birthday, asked the server if she could tell those men not to talk that way! And as for my husband and me, why after 15 years of being shoppers would we decide to have an argument in a fine-dining restaurant? When I explained all this to the MSC manager, she said, "Oh, I believe you, but the steakhouse has requested you never shop their restaurants again!" So much for the MSC valuing the shopper! And as far as the steakhouse, we used to eat there as paying guests --- never again! And I removed myself from their emails. What a crock!

Hmm, maybe the clients who don't want the truth are store-level or district managers who don't want the bad reviews to be seen by their bosses. I had to write a negative report once that took longer than usual to be approved, but it was approved and I was not questioned about it. Almost everything I reported should have been recorded on CCT, so I knew that the client could verify my report if the employees challenged it.

Edited 1 time(s). Last edit at 12/25/2017 02:25AM by MSF.

I have been lied on. I sure I have mentioned this in the past, but one time it happened over a "negative" apartment community shop report. The leasing agent DID NOT show me specific amentities such as an on-sight, private restuarant. Of course I reported this. I got an email from the MSC asking me what I was wearing as the leasing agent had said that I was not appropriately dressed and that I was wearing BLUE JEANS. I wrote back to say how I was dressed...with a black skirt and profesisonal blouse and "by the way, I do not even own a pair of jeans." Eventually I did get paid :-) It's true... I really do not own a pair of jeans haha!

I always wear jeans and don't get how they would be inappropriate when shopping for an apartment or a car or any number of things unless you were supposed to be on your lunch hour from a job.

I once had a high-end car dealership salesman say that I told him I was a mystery shopper and was there to evaluate his sales performance. This was just last year, actually. I have been a shopper for over 16 years, really think I would do that? There were three shoppers evaluating that dealership that month, maybe one of the other ones did it and he was confused, but no way would I ever say something like that!

@LisaSTL wrote:

I always wear jeans and don't get how they would be inappropriate when shopping for an apartment or a car or any number of things unless you were supposed to be on your lunch hour from a job.

I don't get that either for most shops. Obviously there are a few shops that one should dress up for. But for most appropriate dress is what one wears on any trip out into the world.

While chatting with the former video manager at Ellis the subject of "dress codes" for some MSCs came up. He did not want his shoppers being dressed professionally because he also believed the average person does not dress to the nines to look at apartments. Obviously we need to portray ourselves as someone who can afford particular price points. It can be done in a variety of ways so overdressing does not need to be one of them.

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Edited 2 time(s). Last edit at 01/21/2018 04:38AM by Irene_L.A..

Funny you mentioned well fit. It was one of things that came to mind while writing the post above and can make or break the look on high end shops.

@Rousseau wrote:

A particular MSC encouraged me to lie on my reports.

Even the MSC that don't encourage shoppers to lie, more than likely cut out overly negative comments, which is lying in another form.

This is something I have wondered about. Perhaps some editors or former editors can weigh in and let us know.

@Catnap wrote:

Even the MSC that don't encourage shoppers to lie, more than likely cut out overly negative comments, which is lying in another form.

Edited 2 time(s). Last edit at 12/26/2017 05:57AM by MSF.

I was an editor for two different MSCs and never was asked to do anything of the sort, only to change verbiage from subjective to objective. But, there are about 200 companies or so? Maybe others do.

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Edited 1 time(s). Last edit at 01/21/2018 04:37AM by Irene_L.A..

I think I read something from a respected forum member in the past stating that they were asked to be less negative, I don't necessarily doubt that it has happened. To what degree, I have no personal experience and just don't know.

Some people don't like negative feedback. They like to pretend everything is rosey in the garden.

Although of course the majority of those reading the reports welcome constructive criticism I am sure.

Some people have a more negative outook than others. Some people have a a super positive outlook and when employees grunt at them, they consider that being acknowledged.

We have to remember that companies are paying for a service. If they don’t like the “truth” that’s on them.

I highly doubt anyone is being asked to blatantly lie, if that was the case then they could complete shops without stepping foot in a store. I do think however that shoppers are asked to give the employees the benefit of the doubt and to score questions in the employees favor when there is a difference.

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Edited 1 time(s). Last edit at 01/21/2018 04:37AM by Irene_L.A..

@Irene_L.A.
I do not believe the issue is with MSC's. Rather, I suspect that there are a few specific clients who are not able to believe extremely negative reports without substantial proof.

You've been doing this long enough that I am certain that you have come across a situation where the employees had a complete collapse regarding their company's expectations - to the point that it's simply hard to believe what you are witnessing. On my issue above, I had an apartment manager declare the office closed for a "snow day" and close the office, cancelling tours without notice. I can see this - except that the "snow" on the ground did not even cause schools to be delayed and Seattle (a city that panics with a few flurries) was fully operational. Later, I got a tour with the same manager (under an alias) and went on a tour of the apartments she was showing and she never led me inside the building, did not show me any pictures - or even a floor plan, and did not bring a business card. The company disputed the report stating that their manager swore that I simply no-showed for the tour. What she didn't know is that I had audio-recorded the shop and taken a picture of her as she go into her car.

Clients want to believe the best of their employees and some will dispute reports that seem outrageous. I don't really blame them for this. After all, I'm a complete stranger with no relationship to their company. Why should they believe my word over that of their faithful employee? Some clients just take it a little far...

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Edited 2 time(s). Last edit at 01/21/2018 04:33AM by Irene_L.A..

@Irene_L.A.
I'm trying to be civil... but just can't let this go.

* There are apartments shops with the same bonuses within 30 miles of Beverly Hills. Yes, I checked 90035 and 90210.

* Do you not remember that our disagreement before was as to whether or not a living could be made living in your area? I have always said that doing so would include routes, video, going a little away from home and seeking out bonus money. Your argument is not that it can't be done. Rather, it is that you choose not to do what it would take to do so.

That's fine: You are retired and don't need this to make ends meet. However, you can't seem to understand that some of the the folks on this board are trying to make rent, feed families, etc. They need to earn money and are looking (sometimes desperately) for options. Some live in areas not to different from the ones you deride as "rough." Some are willing to work their tails off to make it happen. Many are not folks who would be comfortable perusing Neiman Marcus. If somebody asks about monetary options in mystery shopping, we should give it to them straight.

"Money Hungry..." I sense some snark in that term. Yes, I'm looking to make money. Yes, I am looking to maximize my earnings. I have two kids and a wife who can't work right now and has high hospital bills. I'm not getting any younger and, though gainfully employed full time and well-established in my career, I am not saving enough right now to be able to retire comfortably. I am hoping to establish myself as financially secure now, while I am young (and healthy) enough to work hard so that I don't have to do so in twenty years.



Edited 1 time(s). Last edit at 12/26/2017 05:29PM by MFJohnston.

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Edited 1 time(s). Last edit at 01/21/2018 04:34AM by Irene_L.A..

If that was really the way you thought, you would not couple your responses with snarky remarks or accusations of lying.

I have to admit to being taken aback by the money hungry accusation. Mystery shoppers making a living at this are no more money hungry than the painter or plumber or anyone else trying to make a business work. As stated, we are supporting ourselves because we are not yet collecting our retirement and SS so we are not working to keep busy or browse department stores. It is unfair to characterize us in such a negative light.

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Edited 1 time(s). Last edit at 01/21/2018 04:35AM by Irene_L.A..