OK, here's the thing. Trendsource has a grocery Client that I frequently shop monthly, and have for YEARS now. There is a question for EVERY Dept associate you interact with, asking if the associate thanked me. Well....no!! Not every time. Not even half the time. And then the MSC wants to know WHY NOT??? Well, here's my take on it. Some of the times, after asking the Associate for assistance, and after being given genuine help and/or information, I am thankful, so I am tempted to say, "Thanks", and on many an occasion, I have done that, and explained that it was much more "natural" for me, as a customer, to thank the associate for the genuine help being given. And for YEARS, my explanations have apparently been accepted, because I've never heard otherwise. But I think TS has gotten a new editor lately, because in the last month or so: NOPE. Can't do that. That's a no-no. Can't say Thank you.

OK, so I can see their point that by doing so, I am not giving the Associate a chance to thank ME. (for what???) Anyhow, so now I merely say something like, "Well, that's what I needed to know", smile and see what happens next. What happens next??? Inevitably, the Associate will say something like: "OK, have a good day", or something similar. RARELY do they say "Thank you". Usually they smile and walk away. But it doesn't FEEL NORMAL for them to say "Thank You" to me when I'm the one who wanted/asked for/needed their help!!!! So now, I just write what happens: "After Associate in xxx Dept showed me the item/answered my question, I simply smiled and commented: "Well, OK, that's what I was looking for" or something similar, without thanking them. The Associate then nodded/walked away, or wished me a good day"

I was doing a grocery shop yesterday, and happened to see a REGULAR CUSTOMER ask a Dept associate for help. After he got the help, the CUSTOMER THANKED THE ASSOCIATE!! THAT is what seems normal, not the other way around. And what was the Associate's response?? "Have a nice day."

Oh well, done venting. I'm sure there are other takes on this that I am not considering, and I would appreciate other viewpoints. But after doing this since 2005, and always grateful when I receive the actual help, WHY can't I just act like a NORMAL CUSTOMER and THANK the Associate??? I'm done. Sorry for ranting.

I actually was not paid for a rent-to-own video shop because I thanked the associate when he answered a question. That was several years ago and I refuse to work for that client AND that MSC. That shop "failure" was used to deny me the significant bonus for completing more than 20 of their shops.

I'm originally from Wisconsin; out there you thank the traffic cop who writes the ticket, folks.

It's the same thing with Five Guys. They want you to stand there like a deer in the headlights waiting for the cashier to ask you if you want fries or a drink.
I agree with you on the thanking. I don't know under what circumstances a grocery store associate is supposed to thank you, and for what. Have a nice day seems a more appropriate thing to say to a customer.

I understand what you're saying because I always thank them (unless specifically told not to) too. Many times, I've had the associate thank me in return. I believe it's supposed to be a "thank you for your business" implication, but I just report what happened either way. I haven't encountered a report that made me explain why they didn't thank me though. Are you able to just say, "The associate did not thank me," and leave it at that, or do they require several sentences?

I do that grocery and another one where they want the associate to use the words “thank you” and I agree it’s not always the best ending. The second grocery brand changed their requirement to any polite closing and that seems so much more appropriate. Then if I say thank you they can reply in a number of ways that is still polite and friendly.

@RedRose22 wrote:

Are you able to just say, "The associate did not thank me," and leave it at that, or do they require several sentences?

No, because the question requires a Y/N, asking if I was thanked. When I have to select "No", then I have to explain what happened. I have a feeling they just want to get a lot of "yes" responses, and I wonder how many reps just click "Yes" to avoid the hassle!!!!

@Traveliz wrote:

I do that grocery and another one where they want the associate to use the words “thank you” and I agree it’s not always the best ending. The second grocery brand changed their requirement to any polite closing and that seems so much more appropriate. Then if I say thank you they can reply in a number of ways that is still polite and friendly.

YES! YES! I do that one, too!!! And I agree, it's SO MUCH MORE NORMAL being able to select that any polite closing remark was given. I wish Trendsource's Client would realize that this would be more appropriate!!!

This thread is so needed. There are several ms jobs I do that require the associate, team member or whomever to say thank you using those exact words. It is frustrating especially in the many cases when I only have the option of clicking no, sometimes to a long string of things like did they tell you this or that and thank you...they need to do all of them to get a yes. When there is nowhere to explain that the person smiled, said you are welcome, have a nice day, nodded their head and smiled broadly or whatever I feel terrible because my personal opinion is that I got a very nice sendoff from them. I am often not told to not say thank you.

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@jgoodwin wrote:

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Oh, jgoodwin, that was TOO FUNNY!!! And very apropos!!! So many times, the MSC CLIENT just DOES NOT GET IT!!! In the NORMAL world, greetings such as in the video are common and appropriate! This is just like my situation. Instead of forcing an associate to say "Thank you", a pleasant parting comment such as, "OK then, have a nice day" with a smile is so much more appropriate!! Thanks for sharing the laugh, I enjoyed it.

The editor for the grocery stores I do says that the shopper can say "great" or "perfect" to express appreciation for the employee's help, but we are not to say thank you. I would rather say "thank you" as I would as a real customer, but I do as directed and the employees rarely say "thank you" even though they are supposed to. More often I get "have a nice day," which the client does not consider acceptable.

Edited 1 time(s). Last edit at 01/30/2019 02:26AM by mjt9598.

That is a great tip...I am going to try to wean myself off of thank you for all mystery shops and say great or perfect instead. That should cover me for all sorts of shops that require a thank you instead of a you are welcome from the staff. Hopefully weaning ourselves away from a thank you after interactions will be easier to do than weaning away from eating while on a diet.

On the flip side.... It is very likely that the employees have been trained to ALWAYS say "thank you," even when it was a bit awkward. (Or perhaps they were supposed to be trained to do so.) For whatever reason, this could be important to the client and the client is paying us to find out if the policy/training is being followed. I've worked jobs where I thought that the policy was ridiculous or silly. However, as an employee, either you do the job as you are expected to, or you deal with the consequences. As I shopper, I am paid to report exactly what I have been asked to support - even if I think the question or requirement is ridiculous.

Yes, I have done these shops. Yes, it is awkward. I mark my survey in accordance with the directions and don't worry about it. It is part of the reason that I simply don't do the shop very often at all.



Edited 1 time(s). Last edit at 01/30/2019 12:16AM by MFJohnston.

"I'm originally from Wisconsin; out there you thank the traffic cop who writes the ticket, folks."

That's "Thank you, SIR".



(Except now it's often a lady!)

I keep thinking about this. I think it's easy to overthink a form. Obviously, the yes/no count matters but so does the overall score, right? Plus the narrative will provide context.

But those awkward pauses are really the only chance an employee has to demonstrate their skills, right? If someone just walks away at the end of an interaction, that's very telling. If you say, "Well, thanks!" then you gave them a polite way out. That said, I know that it's a hard habit to break. It's also not that weird after a while.

Any time someone becomes dismissive or unkind because I didn't thank them first...I don't mind being ungrateful.

When an associate gives me good service, I always say Thank you, but wait the few seconds for them to say it.
Perhaps they should, but with The Source they say, a similiar remark is acceptable like, a smile and have a nice day. Upscale stores like Saks, making a purchase will bring a thank you, but just looking or trying on doesn't always bring a thank you, as nothing was sold. The question is why is that so important in our industry. My sister worked for Saks for years, and no, they are NOT trained to say thank you, more to get your email and you as a customer, 95% (my experience) give good service , selling skills should be of the upmost importance, but if I purchase a large item (which I don't while shopping), yes, a thank you is in order. Acknowledge me in a polite way when I'm leaving or ask me to return or tell me about a promotion, but thanking me for not buying something?

@Irene_L.A. wrote:

When an associate gives me good service, I always say Thank you, but wait the few seconds for them to say it.
Perhaps they should, but with The Source they say, a similiar remark is acceptable like, a smile and have a nice day.

That's interesting, Irene, because the grocery Client that I shop with The Source REQUIRES the associate to say "Thank You'" and NOT use anything similar such as a smile or "have a nice day". This just shows that it's the individual CLIENT who requires these things, and not the MSC. I know The Source has quite a few different grocery Clients, and the one I do for them just INSISTS that the employee say "thank you", even when "Have a nice day" would be much more appropriate! But....we do what we gotta do, right?

I would think if the employee is trained to say it, they would..I do four different groceries through The Source.
More than not, I do not get a thank you, although some employees just say it, not all do. I do a restaurant and they insist the Cashier say "please" when giving you change, go figure.

@Irene_L.A. wrote:

I do a restaurant and they insist the Cashier say "please" when giving you change, go figure.

So weird!!! (PS....I like your tag line!!)

I just want to take a moment to thank all of you.

When my husband worked at Target, they were trained to end every interaction with a "thank you". So, if the customer thanked him first, he was told to say, "Thank YOU" in response. For years after leaving Target, he still unconsciously did this.

@ShoppersViewChristine wrote:

When my husband worked at Target, they were trained to end every interaction with a "thank you". So, if the customer thanked him first, he was told to say, "Thank YOU" in response. For years after leaving Target, he still unconsciously did this.

I like that idea, SVC! But with this particular grocery Client, the editor wrote back and told me definitely NOT to say "Thank you" first, so now I'm having to train myself not to say that, but it goes my nature.

Me: "I really appreciate your help..."
Associate: "Thank you"

It would be weird if they closed any other way. :-)

Aren't we not supposed to prompt employees for greetings and closings? With most any shop? I stand there in silence if I am doing a shop.

Reply: "No problem." (One of my many pet peeves.)

I have broken myself of the habit of saying thank you. I'll say something like "Ok. That's all I needed." Now if I could get my husband to remember that when he's with me...

@Schoolmarm wrote:

Me: "I really appreciate your help..."
Associate: "Thank you"

It would be weird if they closed any other way. :-)

@nslinhar wrote:

Aren't we not supposed to prompt employees for greetings and closings? With most any shop? I stand there in silence if I am doing a shop.

Well, I can't stay totally silent, because I have to ask some sort of question. Once I get the assistance I need, I can say something, just not "Thank you". So, we'll see.

Edited 2 time(s). Last edit at 02/03/2019 02:28AM by guysmom.

@Schoolmarm wrote:

Me: "I really appreciate your help..."
Associate: "Thank you"

It would be weird if they closed any other way. :-)

I think I'll try that! It's not exactly a "Thank you", although I can see where they might reply by saying "You're welcome". Oh well. It's worth a try!

You should thank the officer for writing you a ticket. They are attempting to save your life because you did something that can kill you or a pedestrian. I am a compassionate officer. If I get to the window of a vehicle that was speeding and it smells like an out house I tell the motorist I will not write you a ticket, it smells like you are already having a bad day..