I see that a lot of companies are doing the video mystery shops now. Is anyone else hesitant to do these shops besides me? I guess, deep down I'm worried about being discovered with recording equipment on my person. But I like to rationalize that I am ethically opposed to it as well--I wouldn't want to be recorded against my will. And yes, I know that when the average employee signs up for a job, the suits at Corporate probably put jargon into the paperwork that makes it all legal to record employees without their expressed knowledge that it is happening. And I'm not even saying it's wrong to do so...its just something I wouldn't or at least couldn't imagine myself doing. Am I the only one who feels this way? Enjoy your Sunday.

What's the difference between you telling the client that their employee did 'x' vs showing them?
The only difference is that with video it is no longer a he said/ she said kinda thing.

My concern about video in general is that there might be some useful or explanatory information out there somewhere beyond the range of the video. If one video report does not tell an entire story, the rest of the story must be found. Back to square one. He/she/they said. He/she/they said. And, they all might have misunderstood, misstated, or been edited by their own filters or by someone else who had something to gain or lose by an inclusion or an omission. Human nature is still greater than technology, imho.

SEA,
The client is only paying for video in places/situations where there is a worry that either cash is disappearing or employees may be breaking laws such as those protecting the rights of women and minorities or families with children. there is no "maybe" about the video where the condo salesperson told my African-american friend that there was no way on earth he would be shown, much less allowed to buy a condo in that building. Or the one where my sister was assured that her apartment would be quiet "because children are not allowed in this building." Those clients need to know that their employees/representatives are putting their business licenses and major fines at risk, as well as violating well-defined rights. And, yes, those examples are from real shops by me and shoppers that I know well. How about the videos of valets and/or doormen diverting cash parking fees fro the till to their pockets and later found to be sitting on tens of thousands of dollars in cash discovered because of the video shop clue? Those are folks who are parts of major cash diversion rackets. No amount of "I I saw them pocket the cash instead of put it into the till," is going to nail them. And, of course, my favorites are the folks who "borrow" another employee's name tag when diverting cash because they "know" that if they are shopped the report will identify another, innocent, employee? (And, yes, that is rampant and only detected with video.)

Actually, the thing that stops me is I'm just such a dunderhead at tech, I'm afraid I'd just screw up so badly I wouldn't get the needed info.

I did recently video a shop, using my iPhone (which was pretty easy, as it seems the vast majority of people now walk around holding their phones; many continue conversations, even while paying for items -- so rude! ), converted to a JPG file and submitted it and got paid.

But that was a week or so back, and if I had a similar shop today, I'd have to have the training all over again, as I haven't a clue how I managed to muddle through all that!

Video is everywhere, isn't it? Bleh. We call it mystery shopping, social media, and anything but a gestapo society.

I am ready to lose 90% of my phone use and just stay indoors. Pffffffffffffffffffft.

I’ve done a couple thousand video shops. I also work for a legal firm and perform covert surveillance for combating false disability claims.

I like video evaluations because:

1. The pay is higher, with little to no narrative to write.

2. There’s full accounting regarding the circumstances of the evaluation; for example, I’ve had leasing agents who were drinking on the job (mimosas), forget a tour entirely, say things about tenants that violate the Fair Housing Act.

With just a written report, it’s tons of documentation and narrative to explain everything when events go sideways. Video doesn’t lie; it shows it as is.

3. It’s an intellectual challenge to be a completely neutral observer. You are being recorded and evaluated as well as the subject, so everything “behind the camera” better be 100%. It’s not boring.

4. I mostly did video interactions with high-end salespeople: they are selling automobiles, condos, new homes. They absolutely understand that their annual review is based (in part) on their video mystery shopper visit. It’s not sneaky, they know it’s coming once or twice a year, so they are well aware and informed. Plus - I’m getting evaluated as a video shopper as well, so that feels fair to me.

Edited 1 time(s). Last edit at 06/12/2022 09:18PM by ColoKate63.

@Shop-et-al wrote:

Video is everywhere, isn't it? Bleh. We call it mystery shopping, social media, and anything but a gestapo society.

I am ready to lose 90% of my phone use and just stay indoors. Pffffffffffffffffffft.

It’s incredibly far-fetched to compare the subjects of a video mystery shop to those who suffered under the Holocaust. Throwing phrases around like “a gestapo society” is completely out of line.

Video is everywhere. The controls of mystery shops are not. There are many out-of-control tapers out there. Based upon other information, there may be a large number of out-of-control creeps. Hitler is gone, but the driven madness of whatever compels them to view, tape, be voyeurs, purveyors, sellers, or whatever else tech allows them to do, is real. Again, bleh. !

The three video shops I did long ago, if titled, would have been: "This is the ceiling," "This is the ceiling part 2" and, "This is the floor." Epic fails.

As said earlier, we are spying on the employee whether it is video or not. We've already crossed that bridge by the time we consider video. My main qualm is that it is hard to make good money with video, considering the entry cost and the inevitable equipment failures. Yes, poeple do it, but many do just as good without it. And much of what I have seen require written reports too.

Ethically, it doesn't bother me. I just don't want to do it.

But what about legally? You are the one recording, but you did not get consent and you are not the employer.

@MSF wrote:

But what about legally? You are the one recording, but you did not get consent and you are not the employer.

Legally employees have 0 expectation of privacy in the performance of their duties in a retail setting.

You are the employer's agent. If there is an agreement gives the employer a right by agreement, that is transferred to you by employer.

I don't have any ethnical issues with video mystery shopping, but I'm just not interested in doing it myself. I think I would feel completely self-conscious about making sure my camera was perfectly aimed, etc. I'm happy with the kinds of jobs I'm doing without video.

I have never completed a video shop and that is the biggest (and actually, the only) reason I am hesitant. The thought does interest me. I have seen quite a few jobs posted, from apartments to fast food shops. The fees always seem reasonable. The thought of not having to write as much narrative is also quite attractive. I had no clue that the shops were used to help deter unethical behavior. The biggest problem I have is that I honestly have no idea where to start (equipment - do shoppers generally use a certain type of covert equipment? How much are upfront costs?). I see posts by experienced shoppers - any advice/pointers would be appreciated.

@patman9760 wrote:

I have never completed a video shop and that is the biggest (and actually, the only) reason I am hesitant. The thought does interest me. I have seen quite a few jobs posted, from apartments to fast food shops. The fees always seem reasonable. The thought of not having to write as much narrative is also quite attractive. I had no clue that the shops were used to help deter unethical behavior. The biggest problem I have is that I honestly have no idea where to start (equipment - do shoppers generally use a certain type of covert equipment? How much are upfront costs?). I see posts by experienced shoppers - any advice/pointers would be appreciated.

gold standard is (or was) Lawmate PV 500. Has a screen, stores video on SD cards, regular size SD cards. Mine is kinda old. I haven't done a video shop in years. Seems like mine cost me about $400 or $500 10 or more years ago. I've had good results just using my cell phone though, so the fancy machine and modifying perfectly good clothing isn't necessary.

Most employees are already on camera during most of their working days anyway. The shop just helps pinpoint particular events which can then often be verified by the in-house surveillance.

In-house cameras lack sound. Video shoppers capture both pictures and sounds.

I did an apartment shop where the msc sent me the camera to use. There are other apartment shops near me that would pay for buying the necessay camera. I just haven't pulled the trigger yet. Four shops and I'd recoup the cost of the camera.

But video or written, both are just telling what happened. If you dont fell comfortable reporting what occurred, perhaps you should stop mystery shopping?

@luckygirl0100 wrote:

What's the difference between you telling the client that their employee did 'x' vs showing them?
The only difference is that with video it is no longer a he said/ she said kinda thing.

Good point. Fair point.

@walesmaven wrote:

SEA,
The client is only paying for video in places/situations where there is a worry that either cash is disappearing or employees may be breaking laws such as those protecting the rights of women and minorities or families with children. there is no "maybe" about the video where the condo salesperson told my African-american friend that there was no way on earth he would be shown, much less allowed to buy a condo in that building. Or the one where my sister was assured that her apartment would be quiet "because children are not allowed in this building." Those clients need to know that their employees/representatives are putting their business licenses and major fines at risk, as well as violating well-defined rights. And, yes, those examples are from real shops by me and shoppers that I know well. How about the videos of valets and/or doormen diverting cash parking fees fro the till to their pockets and later found to be sitting on tens of thousands of dollars in cash discovered because of the video shop clue? Those are folks who are parts of major cash diversion rackets. No amount of "I I saw them pocket the cash instead of put it into the till," is going to nail them. And, of course, my favorites are the folks who "borrow" another employee's name tag when diverting cash because they "know" that if they are shopped the report will identify another, innocent, employee? (And, yes, that is rampant and only detected with video.)

Another good point.

@MSF wrote:

But what about legally? You are the one recording, but you did not get consent and you are not the employer.

. I don't know for sure but I presume the employer lawyered up and it's all legal.

In the states where permission to audio record is required, it is up to the client to insure that audio recording permission by anyone authorized by the employer has been legally agreed to, in writing, by the employees. Video permission is not required unless the setting is a dressing room, bathroom or similar place where privacy is to be respected. End of story. There are many threads here about which states require that both parties consent to audio recording.

Pre-pandemic, I did huge multistate routes and performed video shops of retail employees selling expensive things; Porsches, 4,000 sf new homes, cashmere coats, jewelry. All of the employees were highly trained and had certain expectations and benchmarks that they were expected to hit.

They all knew that a video mystery shopper was coming along as part of their employment, whether quarterly or annually. They just didn’t know that it was me walking in with a covert camera system. I’m a strict ethicist and did not see any problems with my participation in their evaluation process.

These employees made well into six figures’ commission. Their sales were multiple million dollars a year for their employer. Improving their sales performance just a tiny bit could return fifty times to the employer what my video evaluation cost. I liked the fun of the travel and the experience of being treated very well in some absolutely beautiful retail showrooms.

If this kind of work comes back, count me in. Highly recommended.

Edit to add: my covert camera rig (Lawmate) and extra batteries cost me around $450-500. I paid for certification through MSPA and IMSC, but (big hint) I got MUCH more value practicing on my own, doing dry runs in car dealerships and new home sales offices. Then I just went home, watched my work, fixed my problems. By the time I’d walk into a Porsche dealership, for example, I’d have already practiced 2-3 times at BMW and Range Rover and was ready to do good work. You just need practice and determination to improve your product, it’s not too difficult.

Edited 2 time(s). Last edit at 06/13/2022 10:09PM by ColoKate63.

I did a "video" shop on my cell at the airport. I practiced over and over in my house. But my video can join in and become "this is the ceiling" video #3. The only reason my video passed inspection was due to the fact that I had to wait in the check in line for so long, 15 minutes or so, that during the long wait my camera managed to capture enough wrong pointed places that they could see all they needed. They expected a 3 minute video and got a 15 minute video. So I too am afraid of wrong direction videos, phone shutting off in the middle etc. With a true video camera maybe these things do not happen.

I hope that no one was video shopping or video taping near where I was working today. I am no longer contagious, but the staph is still hideous. When I scheduled, I did not know what was involved with this condition. I though it was a rash from a new lotion. I did my work as planned-- replete with bright red puffy face, red eyes, obnoxious socks on my ever-exfoliating legs, and a back that froze and froze and froze. Hubby was helping me with my merch because of the back, thank G.

I will never do video shopping because I will never want someone to be purposefully or accidentally caught on tape in some condition where they should have privacy instead of a record of an unfavorable moment.

@condorchristi wrote:

I see that a lot of companies are doing the video mystery shops now. Is anyone else hesitant to do these shops besides me? I guess, deep down I'm worried about being discovered with recording equipment on my person. But I like to rationalize that I am ethically opposed to it as well--I wouldn't want to be recorded against my will. And yes, I know that when the average employee signs up for a job, the suits at Corporate probably put jargon into the paperwork that makes it all legal to record employees without their expressed knowledge that it is happening. And I'm not even saying it's wrong to do so...its just something I wouldn't or at least couldn't imagine myself doing. Am I the only one who feels this way? Enjoy your Sunday.

1. No, fortunately for your video shopper competitors, you are not the only hesitant one.
2. Unless you wear your recording equipment through airport security checks, it's just not going to happen.
3. If you are ethically opposed to it, then video shopping is probably not for you.
4. Again, you are probably not the only one who shares your feelings about video shopping.

ColoKate summed up the reasons pretty well in above post. I have done over 500 video shops in just home shops alone. I have done hundreds of various other shops. If the work were available and profitable, I would shop nothing but video shops. I have been using the same DVR for more than 10 years, although I have replaced the button camera/mic a few times.

@AZwolfman wrote:

@condorchristi wrote:

I see that a lot of companies are doing the video mystery shops now. Is anyone else hesitant to do these shops besides me? I guess, deep down I'm worried about being discovered with recording equipment on my person. But I like to rationalize that I am ethically opposed to it as well--I wouldn't want to be recorded against my will. And yes, I know that when the average employee signs up for a job, the suits at Corporate probably put jargon into the paperwork that makes it all legal to record employees without their expressed knowledge that it is happening. And I'm not even saying it's wrong to do so...its just something I wouldn't or at least couldn't imagine myself doing. Am I the only one who feels this way? Enjoy your Sunday.

1. No, fortunately for your video shopper competitors, you are not the only hesitant one.
2. Unless you wear your recording equipment through airport security checks, it's just not going to happen.
3. If you are ethically opposed to it, then video shopping is probably not for you.
4. Again, you are probably not the only one who shares your feelings about video shopping.

ColoKate summed up the reasons pretty well in above post. I have done over 500 video shops in just home shops alone. I have done hundreds of various other shops. If the work were available and profitable, I would shop nothing but video shops. I have been using the same DVR for more than 10 years, although I have replaced the button camera/mic a few times.

Glad to hear I'm not the only one I guess. LOL