In all of the shops that I have done, I haven't been asked this question, but I am sure it will happen eventually. If this has happened to you, how have you handled it, and did they believe you?

Yes, and my response is...

"Do mystery shoppers really exist? I read somewhere that that was a scam job."

or -

"What's a mystery shopper?"

I keep expecting it and my response would be, "Would it give me an extra discount?" I figure that would be an innocent enough punt.

I did walk into a restaurant some months ago and was asked, "Didn't you call earlier?" My response was a puzzled, "We only decided to come out for dinner a half hour ago." (The call to the restaurant had been placed 2+ hours earlier.)

I have never been asked nor come close to it, so, don't have a response, maybe, "What's a mystery shopper"? Being that I haven't been asked or caught, I always doubt the employees know when or if one will be visiting, they seem pre-occupied with their tasks. The Manager I'm sure knows, but the employees, not sure they would ask if they did know.

Yeah, it's two McManagers that have McMade me recently. They didn't ask me. They just turned around and told their employees that a mystery shopper was there.

I once had a dining shop that required me to ask a question of the server to test their knowledge of ingredients. I had forgotten to ask about something while ordering, so at the end of the meal I asked about a sauce provided on the side of one of my entrees, and said that I had really liked it. He immediately asked, "You're not a mystery shopper, are you?" My guest and I said we didn't know that you could even do that for restaurants, and played it off.

I guess we fooled him because he brought the leftovers to go and there was a full bottle of the sauce I had asked about in the to-go bag! He winked as he left the bag and I had the shop rescheduled after talking with the scheduler, since neither of us felt comfortable reporting it (It was a first-time shop for a new client).

I chalked it up as a lesson learned, paid for the meal myself and don't ask about sauces anymore...

I was at the bank cashing a mystery shop check that had "Mystery Shopping Company" on it. The teller supervisor whispered to the teller and asked if I were a mystery shopper. He was totally oblivious and so was I until he turned to her ans yelled out "What?" He then asked me did I do mystery shopping. I told him yes sometimes. I told him that I could not shop them becasue I banked there and I would be biased or something.

I don't know if they believed me but I wasn't shopping them that day.

No, I haven't been asked straight out, but once a manager at the grocery store made a comment to that effect. I left an item on the bottom of the shopping cart, per the assignment instructions. I was just pointing it out to the clerk when the manager passed by, overheard me, and said, "What, is she a mystery shopper or something?" I actually thought it was kind of funny.

If the clerk had said, "Yeah, ARE you a mystery shopper?", I would have just looked confused and said, "What's a SHOPPING MISTER?"

I think most employees who suspect a shopper don't say anything. It'd make more sense if they didn't let on and provide good service. I know I'd rather do everything right and get a good report rather than "burn" the shopper and possibly invalidate his report.

That being said, if I know I provided bad service, I may try to discredit him...

When I was working (banking) I always could tell who was a MS. I went along with it and performed well. I figured that it was their job and we both would benefit if the report was 100%. Now I know the other side of the coin.

In a post somewhere, someone said to ask if that meant they won something and to ask how much. These all seem like good ideas. If it works, it's good. Hope the person who asks doesn't persist or get loud.

I was thinking about this yesterday, on a 3 shop run. I have never been asked, but I was pondering what I would do if the situation were reversed, if I was an employee who suspected someone was a shopper. I concluded that I would keep my mouth shut, and consider it a gift! If, as an employee, I "made" the shopper, it would really be an opportunity for me to put my very best foot forward.

Although I have never been asked, I do think I was "made" once. It was an evaluation for food service, in a company cafeteria. The food service workers had obvious rapports with the employees who were dining, as they eat there most days. So, not very hard for them to detect a stranger, who could only be a new employee or a mystery shopper. I could have sworn I heard one worker shout to others, "Shopper!!" I almost left and called the MSC, but in the end, I didn't completed the shop and didn't say a word.

I agree, nicely, if I believed I was being shopped, I would view it as a golden opportunity to shine. And I would try not to just shine, I would go for "SPARKLE!" I understand why, if you have goofed, and then you learn you goofed on a shopper, you might argue or complain. But if you know up front you are being tested, and you know the material, why not make an A?

And, if the clients and MSCs don't change their senarios, we will have more "outs". Especially the grocery stores....come on....it doesn't take a rocket scientist to figure that one out...Every time I do one I wonder about it and remind myself to stay away from the managers.

iblessyah Wrote:
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> Yeah, it's two McManagers that have McMade me
> recently. They didn't ask me. They just turned
> around and told their employees that a mystery
> shopper was there.


That happened to me once a long time ago ...several MSPs ago. I ordered my meal and the girl turned around and shouted, "The Mystery Shopper is here." I just pretended I didn't hear her and went about my business. From my seat I could hear them talking about the mystery shopper being here...it was very uncomfortable to say the least.

I do another shop for a small store and they want very specific detail..like down to the word what you talked about during your interaction. I tried to be vague in my reports but I always was asked for very specific details. I did the shop one month and there was a new employee and he did great. The next month I walked in and he looked right at me and said, "I have to ask you if you are the mystery shopper." I played dumb but I quit doing that shop after that. I am certain it was because he was new on the job and there was a quick turnaround on the shop info so he easily remembered me...heck he may have looked me up on the video. I found it very annoying though because I think talking in such specifics on shop reports really can hurt the shopper. I don't work for that company anymore. It's too hard to stay anonymous with them.

I know what you mean, lbarlbar, it's apparent that shoppers don't write the scenarios.

Most of the scenarios I get make me scratch my head, "Who the hell thinks of these?" They want us to remain covert while at the same time they have us do things that screams, "LOOK AT ME! I'M A SHOPPER!" I mean, who in their right mind spends forty-five minutes wandering through every department asking the most bizarre questions and only making a less than $10 purchase?

Well, I was finally asked. Outright, and in front of customers! The thing is, I was doing a revealed audit which I perform monthly. The employee looked at me suspiciously, and said, "Can I help you?" I told her I was doing work for the store, and she said (LOUDLY), "Oh, are you a mystery shopper?" I said no, which of course, in this instance was true! But it made me laugh, and think of this thread. I mean, what a question! And to ask it so boisterously! Like I would have admitted it if I was??!!

Nichtoliver Wrote:
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> I know what you mean, lbarlbar, it's apparent that
> shoppers don't write the scenarios.
>
> Most of the scenarios I get make me scratch my
> head, "Who the hell thinks of these?" They want
> us to remain covert while at the same time they
> have us do things that screams, "LOOK AT ME! I'M
> A SHOPPER!" I mean, who in their right mind
> spends forty-five minutes wandering through every
> department asking the most bizarre questions and
> only making a less than $10 purchase?


This is so true! However, I am a weirdo who does spend an unusually long time wandering around stores (think it's an ADD or memory loss thing). I'm sure I made many clerks uncomfortable long before I started mystery shopping

After 14 years at Starbucks, I could tell a shopper before they entered the door-
they always got the best service. (hopefully, so did all of my other customers)

Nichtoliver Wrote:
-------------------------------------------------------
> I know what you mean, lbarlbar, it's apparent that
> shoppers don't write the scenarios.
>
> Most of the scenarios I get make me scratch my
> head, "Who the hell thinks of these?" They want
> us to remain covert while at the same time they
> have us do things that screams, "LOOK AT ME! I'M
> A SHOPPER!" I mean, who in their right mind
> spends forty-five minutes wandering through every
> department asking the most bizarre questions and
> only making a less than $10 purchase?

No kidding. I have been doing a series of rural bank shops. Think the size town where the nearest Wal-Mart is 25-30 miles away and everybody knows everybody (and their business) Some of the branches don't even have ATMs. But I am going to walk in and ask them about getting a credit card machine for my small business.

I was asked once, while doing a shop at a sunglasses store. The employee told me that he was surprised at my reason for a return, because he thought I was a mystery shopper. I responded with the standard, "What's a mystery shopper?" He then went on for about five minutes, telling me all about the process, and the company that shopped his store, and even OTHER companies that the same MSC shops. He then told me how he met his girlfriend because she shopped him once. Talk about confidentiality!! :-)

I have been asked if I was a mystery shopper when not shopping. My habit is to hang out at bars waiting for my friends (who are perpetually late) to show up. I guess that is a tip off , because it just happened last week at Purple Cafe and Wine Bar (which I didn't think was even shopped, but obviously it is - which means I need to look for it, but anyway...) I asked a couple of questions about different wines (because I was generally curious) and struck up a friendly conversation with the bartender and another guest sitting next to me. As I was waiting, the bartender brought over a small glass (about 2 ounces) of wine saying I had to try it since it was so good. She added that if I was the "mystery shopper" she sure would appreciate a good write-up! I honestly felt bad and apologized, told her that I just waiting for my friend, and did give her a good tip. LOL

And plenty of times I have heard staff talking about shoppers when I was shopping (and effectively ignoring me). This happened just a couple of days ago - again at the bar. I was sitting there waiting for my guest with my book and my drink... the employee hit most of the standards in the beginning, but then started this long convo with one of the servers about how they had not been shopped yet, when would they be shopped, how to spot a shopper, yada, yada. The conversation was not with me - but of course I, the shopper, did not get offered a drink refill, another guest left and his dirty glass remained on the bar, etc. all while they were discussing mystery shoppers... sigh.

I regularly do delivery pizza shops in my area... they are so desperate for shoppers that they bonus heavily and don't even care that until a few months ago, a friend delivered pizza at the same location. (I always scheduled shops around his shift.)

Well friend told us that he was shopped by a total rocket scientist who apparently missed the whole "mystery" part of the assignment. She literally did an entire verbal checklist while he delivered. "OH! I see your car topper is lit! Great! And you are wearing a nametag. And you said 'thank you' and is that a green heated bag?" and etc.

I don't think she got assigned to more shops. Well hooray for me! I don't mind getting a $17-$25 bonus + full reimbursement to eat a pizza.

The mcgolden shops are so obvious in the smaller less busy stores. I went to do one the other day and arrived at the earliest allowed time for evening. I was the only one in the DT line and one of 2 customers inside.

I just did a Western store and a specific question on report is, would you shop there again due to service. I answered no, as this style isn't my type. I got email again asking, but only pertaining to service. Why would you shop in a place where there is nothing for you to buy just because of good service? Someone give me an answer, does it matter how good the service is if there's nothing to buy......geez

Irene. You just missed the point of the Mystery Shop. You are evaluating customer service. No one cares if you would shop there due to the western items. Would you shop there due to the service you received?

I did get the point but still think it a dumb question. The details gave the employees positive feedback as to there service, that should be enough!!

[DELETED]

Please, NO PERSONAL ATTACKS.

-- Admin

I have that question on several shops I do, one at a place I wouldn't normally shop at, but I answer it according to how I was treated. Would the customer service (or lack thereof) make me want to return (IF I was in the market for their wares) or not shop there at all, even if I was interested in their merchandise. I think it's a valid question. It's like saying, "Did you feel good or did it leave a bad taste in your mouth?"



Irene_L.A. Wrote:
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> I just did a Western store and a specific question
> on report is, would you shop there again due to
> service. I answered no, as this style isn't my
> type. I got email again asking, but only
> pertaining to service. Why would you shop in a
> place where there is nothing for you to buy just
> because of good service? Someone give me an
> answer, does it matter how good the service is if
> there's nothing to buy......geez

Customer service and salesmanship almost always trump product in shop reports. Oil changes, grocery stores, cars, houses, sunglass shops, banks, even some eateries . . .

Frequently, after completing a report, I chafe that I wasn't given the opportunity to shed some light on the product, but that can be the nature of the business.

That's what they have Focus Groups for, I guess.

We are there, indeed, to evaluate the service. There are the food shops that sometimes ask if the product served was 'good'. I am truly hard pressed to answer that one at McD's. I sort of hold my nose and evaluate it based on what THEIR standards are rather than mine. Yes, the bun wasn't mangled (though it was a miserable excuse for breadstuffs), yes, it was properly cooked (i.e. it was neither still frozen nor burned to a crisp nor so old it had turned to rubber) etc.

On the flip side, of course, we can love the food or love the product, but we are there to evaluate objectively the quality of service provided. It seems a pity, when the food at a particular restaurant is heavenly, to sit there and pick apart and evaluate the components of the service, but that is what we are paid to do.