Bad manager while doing an audit.

I had a shop today, to check the credit card application update. I got to the store. The manager said they were not told about any audit. I showed them my authorization letter and told her I was told not to call the store about the audit. Apparently she didn't care. She was reluctant to show me any card information. I also asked about store credit card signage. I was told I could not go past the front desk. I was told they did not have any signage. I had to take her word on it. I filled out the report, but I don't think it's going to go well with her with the company. I've done many of these credit card shops. This is the first time I had this happen.

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Some people are just weirdly dense and defensive. I know that it is a protective behavior. It also seems to work to a certain degree. I find it deeply creepy sometimes.

On the other hand, I also find it funny when people are deeply suspicious but then accept a letter that I printed at home.
It was a simple check on their credit card applications and the store signage. I want to tell them, you know you don't own the store, you're an employee.
Any other visitor can see that information. They do not need a letter of authorization. If they are there as a potential customer, they are welcome to be there and can see the items that you were hired to view. The apps and signs are not a deep, dark secret, mwahahahahaaaaaaaaa.

.. September is dressing herself in showy dahlias and splendid marigolds and starry zinnias. October, the extravagant sister, has ordered an immense amount of the most gorgeous forest tapestry for her grand reception. - Oliver Wendell Holmes
@Shop-et-al wrote:

Any other visitor can see that information. They do not need a letter of authorization. If they are there as a potential customer, they are welcome to be there and can see the items that you were hired to view. The apps and signs are not a deep, dark secret, mwahahahahaaaaaaaaa.

The shops requires you to tell the manager you're there to do an audit. You must show the letter of authorization, and ask questions about the application. They are checking on the knowledge of the store employees.
If the manager doesn't allow you to complete the audit, that's on them. Not your problem if they fail because of a refusal. I don't know what company is doing this but they'd better be paying you either way.
What MSC IS it, anyway?

______________________________________________________________________
Seriously, nobody cares that you're offended.


Edited 1 time(s). Last edit at 09/07/2019 11:39AM by Hoju.
I feel for the associates who have to work under these types of managers. Having a manager with a sense of paranoia that someone is "out to get them" must be stressful. When I run across a suspicious manager when doing audits there is a different feel about the shop. The employees seem stressed and the environment has a bad vibe. OTOH when a manager is friendly and welcoming so are the other associates. Guess where I am going to shop when I need a new phone.
@teriraia wrote:

I feel for the associates who have to work under these types of managers. Having a manager with a sense of paranoia that someone is "out to get them" must be stressful. When I run across a suspicious manager when doing audits there is a different feel about the shop. The employees seem stressed and the environment has a bad vibe. OTOH when a manager is friendly and welcoming so are the other associates. Guess where I am going to shop when I need a new phone.

Yep. That is why I will comment on a manager's behavior even if it is not a question on the form. If they are working (or not working), it contributes to the customer experience. If there is a section for my opinion, I will give input on what the manager could have done to help staff do their jobs more effectively. A regular customer will notice these things.
It doesn't happen very often, but from time to time you will meet a manager who thinks they own the store. You're on their turf. Just be polite, do what you can and than report the actions of the manager. I knew there was going to be a problem when the manager said, I wasn't allowed past the front counter, to look for signage. I had one question I was suppose to ask. I called the store, explained I was there earlier, who I was and I needed to ask the manager a question. I was put on hold. The manager never took my call. I called back a couple of times and they refused to take me call.
to johnb974------Maybe it would have been better if you applied yourself as a customer first. Look around the store. After looking around the store, then, I would approach the MOD and said "I am looking to apply for a CC for your store, but I don't see any applications." Figure out a way to ask your question. Hand the LOA to the MOD. Give them a chance to process it and then leave the store.

There are reasons some Clients wants US (ICs) to browse around the store first before doing an audit, even in the green phone store.

BTW, calling the store afterwards a "couple of times" is never a good idea. The MOD can always lie and tell the Client that you were disruptive and argumentative. And that will be no pay for you. sad smiley sad smiley

Report your findings, observations and interactions. Stick to the facts. And don't compare one store audit or (same store audit) with another. smiling smiley smiling smiley
@sojo917 wrote:

to johnb974------Maybe it would have been better if you applied yourself as a customer first. Look around the store. After looking around the store, then, I would approach the MOD and said "I am looking to apply for a CC for your store, but I don't see any applications." Figure out a way to ask your question. Hand the LOA to the MOD. Give them a chance to process it and then leave the store.

There are reasons some Clients wants US (ICs) to browse around the store first before doing an audit, even in the green phone store.

BTW, calling the store afterwards a "couple of times" is never a good idea. The MOD can always lie and tell the Client that you were disruptive and argumentative. And that will be no pay for you. sad smiley sad smiley

Report your findings, observations and interactions. Stick to the facts. And don't compare one store audit or (same store audit) with another. smiling smiley smiling smiley

According to the guidelines, you must announce yourself to the person in charge and show the letter of authorization. You are not to call the store before going. This is a surprise audit. I've known some managers who did not like this. They believe the company should clear any audit through them. I'm now wondering if the company is using this to rate managers.
Surprise audits do not have to take place the minute we enter a store. If a store is busy, we must wait ("do not interrupt the flow of business"winking smiley. While waiting we can observe and make mental notes. Mystery shopping is anonymous shopping, most of us do that everyday, with or without pay.

If you cannot "call the store before going", then imagine how the Client and the manager feels after you have left the store and you are "calling a couple of times".

The company, that is using mystery shopping, is rating there employees on whether they understand the Company's Mission and adhering to the policies, that are put in place.
I have done these shops several times. I do not say it is an "audit" but I am just checking to see if the credit card document is current and if there are promotional signs posted in the store. Saying it is an "audit" can imply different things to a manager and put them on the defensive. I see that the MSC does call it an audit but I don't use that term when I do these shops.

Edited 1 time(s). Last edit at 09/07/2019 05:50PM by kenasch.
@sojo917 wrote:

Surprise audits do not have to take place the minute we enter a store. If a store is busy, we must wait ("do not interrupt the flow of business"winking smiley. While waiting we can observe and make mental notes. Mystery shopping is anonymous shopping, most of us do that everyday, with or without pay.

If you cannot "call the store before going", then imagine how the Client and the manager feels after you have left the store and you are "calling a couple of times".

The company, that is using mystery shopping, is rating there employees on whether they understand the Company's Mission and adhering to the policies, that are put in place.


Only on the first call did they talk to me. The next 2 times I called, I was disconnected. I asked the one question of the employee who said she had to talk to the manager. From that point on my 2 calls were blocked. There was one customer in the whole store. I am curious because the final question of the report ask, "Was your experience positive or negative? Tell us any positive or negative experiences" So the company is looking for more than just the Credit Card information. I've done shops where I had to call the store later and never had a problem. From the beginning the attitude of the manager was she didn't want me there. She wanted to be told about any audit before I got there. The company makes it clear, do not call the store before going.
It is too late for an explanation, but... were you auditing the employees' treatment of materials, or were you there to follow up after a vendor or merchandiser had [presumably] updated those materials? I do not know if that could lead to an ameliorating remark for alarmed or touchy managers.

.. September is dressing herself in showy dahlias and splendid marigolds and starry zinnias. October, the extravagant sister, has ordered an immense amount of the most gorgeous forest tapestry for her grand reception. - Oliver Wendell Holmes
@Shop-et-al wrote:

It is too late for an explanation, but... were you auditing the employees' treatment of materials, or were you there to follow up after a vendor or merchandiser had [presumably] updated those materials? I do not know if that could lead to an ameliorating remark for alarmed or touchy managers.

I was there to check on the updated material, as I have done for every other shop for this. Never had any problem with managers, everything went smoothly. This is the only time I've had a manager, for the credit card application check do this. I've never told I cannot go past the front counter, into the rest of the store. She was clearly upset over not being told about the credit card application check. I was told by another manager at another store, they reason the company is doing this (not announcing the check), because some managers have not been updating material.

Edited 1 time(s). Last edit at 09/07/2019 10:36PM by johnb974.
I don’t think anyone should assume you didn’t do the assignment properly. Above and beyond is not always rewarded. Your job isn’t to save people from themselves. They might just need feedback from someone up the food chain.
@1cent wrote:

I don’t think anyone should assume you didn’t do the assignment properly. Above and beyond is not always rewarded. Your job isn’t to save people from themselves. They might just need feedback from someone up the food chain.

Can't save a manager with a "this is my turf" attitude. I did my job and reported it, as they wanted me to. Just letting people new to mystery shopping, there are managers out there like this. Not many, but they are there.
Right on. The biggest challenge is in learning how to react when things don't go according to plan. It's not so bad when it's a revealed audit. Still disruptive. I hope you still got paid and got to enjoy the time it freed up.
I've only done one of these audits, and the manager could not have been more gracious or accommodating. I'd love to do more, but they're scarcer than hen's teeth in this area. The one I did was more than 20 miles away, but paid well and I found a shop not too far away to piggy back on to it so I wasn't driving 40+ miles R/T for one shop....

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 09/09/2019 03:40AM by BirdyC.
I got an e-mail today, the shop was approved. I was also told the customer might have questions later.
Glad that your shop was approved! smiling smiley

@johnb974 wrote:

I got an e-mail today, the shop was approved. I was also told the customer might have questions later.

.. September is dressing herself in showy dahlias and splendid marigolds and starry zinnias. October, the extravagant sister, has ordered an immense amount of the most gorgeous forest tapestry for her grand reception. - Oliver Wendell Holmes
May I ask who the MSC is?

______________________________________________________________________
Seriously, nobody cares that you're offended.
@Hoju wrote:

May I ask who the MSC is?

It wasn't Market Force. They would have denied my payment.

Edited 1 time(s). Last edit at 09/09/2019 07:08PM by johnb974.
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