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Abusive Customer Claims To Be A Mystery Shopper

October 19, 2021 02:21PM
I was standing in line, along with others waiting their turn. A woman was berating and abusing the clerk, while we stood there. This woman went off at the clerk as being rude and incompetent, among other things, and the worse person she ever encountered. On and on this woman went, while we waited, Finally, when the woman was done with her verbal attack, she announced to the entire store " oh and by the way, I am a mystery shopper and I intend to report you " .
When I approached the cashier, who was visibly upset , I told her the woman was not a mystery shopper, and that I was, and for several years now. I added that this store doesn't get "shopped" anyway, so do not let her upset her or ruin her day. I added that real mystery shoppers do not announce themselves, nor abuse store workers. I told her that this abusive woman was fulla ^%$#.

This clerk was very relieved and thanked me.
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October 19, 2021 02:47PM
The barrier to entry to be a mystery shopper is pretty low. So, while I can understand the associate feeling uncomfortable around a rude customer, so what! It’s not like they’re “special” and clearly the woman’s behavior would have diminished the status of a “mystery shopper” anyway. Good on you for easing that poor worker’s mind. BTW, maybe she was? It’s not like she couldn’t be. There are people who are bad at their jobs, and lunatics in every craft.
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October 19, 2021 06:55PM
I know that we're not supposed to break our anonymity, but in this case I applaud you for doing it.
@SS4U wrote:

I was standing in line, along with others waiting their turn. A woman was berating and abusing the clerk, while we stood there. This woman went off at the clerk as being rude and incompetent, among other things, and the worse person she ever encountered. On and on this woman went, while we waited, Finally, when the woman was done with her verbal attack, she announced to the entire store " oh and by the way, I am a mystery shopper and I intend to report you " .
When I approached the cashier, who was visibly upset , I told her the woman was not a mystery shopper, and that I was, and for several years now. I added that this store doesn't get "shopped" anyway, so do not let her upset her or ruin her day. I added that real mystery shoppers do not announce themselves, nor abuse store workers. I told her that this abusive woman was fulla ^%$#.

This clerk was very relieved and thanked me.

Happiness is not a goal; it is a by-product. Eleanor Roosevelt
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October 19, 2021 08:30PM
Way to go.
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October 20, 2021 07:37AM
Very cool. FWIW I have broken the anonymity once. I was basically told to by the MSC in the circumstances I found myself in, that being the store manager following me outside the store and accosting me for taking pictures inside. I told him point blank that I was their mystery shopper and, well, they failed. I let the MSC know what happened. They said it was fine.
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October 20, 2021 01:35PM
This business is not part of any MS program or I would know it and shop the location, since I am an existing customer anyway. I was not outing myself but rather standing up for this clerk, as well as our profession. If I had been shopping, I would not have said one word about this.

Edited 1 time(s). Last edit at 10/20/2021 01:35PM by SS4U.
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October 20, 2021 03:58PM
There are several shoppers who reveal themselves when they are not supposed to. I was doing a daycare phone shop and there were several. I called one location and the woman there asked if I was collecting data like others or if I really had kids. Pretending that I didn't know what she was talking about, I asked what she meant. She said that she has been receiving calls from people who said that they worked for a MSC and they wanted information on costs. Clearly, they were not supposed to do so.
Also, I've heard of people threatening to report associates saying that they are shoppers when they aren't. I'm glad you put her mind at ease.
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October 20, 2021 06:21PM
Great job, and while that person was obviously not a mystery shopper, it is very possible that the store in question actually does have an in-house program though.
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October 21, 2021 03:47AM
I've seen that type of rant by a customer towards an employee while I was mystery shopping.

I always make sure to note how well the employee kept their cool and handled the situation, which is normally what I've seen. I believe they deserve a pat on the back for putting up with that. And I'm sure it gets back to them and makes their day when the store gets the report.
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October 30, 2021 04:28PM
I worked in retail for a long time and we had mystery shoppers,most of the time I would get a good report.When I did not I would blame it on the mystery shopper when I was actually the screw up.I. Used to really dislike mystery shoppers it's so ironic that I am now a mystery shopper.
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October 31, 2021 01:34AM
@Carolforreal wrote:

I worked in retail for a long time and we had mystery shoppers,most of the time I would get a good report.When I did not I would blame it on the mystery shopper when I was actually the screw up.I. Used to really dislike mystery shoppers it's so ironic that I am now a mystery shopper.

@ Subject, that is bad behavior because it puts the honest mystery shopper in jeopardy.

I shopped a 5-star hotel and the report was not stellar. Sometime later, the msc came back to me because the hotel management said the mystery shopper said they would get a bad report because she did not get the upgraded room she wanted. It's ridiculous! The msc got my back and told the manager (1) the employee either lied or (2) a guest lied.
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