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"Secret shopper? That's a scam, my next door neighbor lost 2k. No way I would ever fall for something like that"
I got asked that once (in person) and I just looked at the guy dumbly, scrunched up my nose, and said, "A what?"
Several years ago, I was doing an auto dealership shop, which required I obtain all sorts of things in writing. Of course, all of my "asks" required the salesman to disappear and talk with his manager. At one point the salesman returned and mentioned his manager had asked if I was a mystery shopper and he said that he had assured him I wasn't. 
Edited 1 time(s). Last edit at 02/28/2023 11:04PM by stilllearning.
I intend to live forever. So far, so good.
Edited 1 time(s). Last edit at 02/28/2023 11:04PM by stilllearning.
@mgoodreau What was your reaction? What did you do/say?
Someone on this board once suggested responding to that with, "Secret shopper? Is that your loyalty program?"
hahhaa they are really bold to ask that.
I went to Best Buy a few weeks ago, not as a shopper. The associate that helped me was great and I told her I wished I was shopping her so I could give her good feedback and we had a good laugh about it. Most employees know they get shopped but if it was me I would just try to do my best if I suspected it was the shopper and not outright ask them but to each their own.
I went to Best Buy a few weeks ago, not as a shopper. The associate that helped me was great and I told her I wished I was shopping her so I could give her good feedback and we had a good laugh about it. Most employees know they get shopped but if it was me I would just try to do my best if I suspected it was the shopper and not outright ask them but to each their own.
I was having dinner in a high end restaurant in a Casino during the hight of the pandemic. The waiter was going through his speil. He was very personable. At one point he said something along the lines of "there is talk among the host staff that you are a secret shopper, if you are my name is Rob and otherwise my name is Tom." I counter by asking what a secret shopper was and then asked "how do you get that job?" I don't know if he knew or not but he suspected. (Stupid requirement to get drinks at the bar when the bar was only open for dining).
I feel like the places that get shopped often always know (or suspect) on Monday night my receipt had the name I had odered with and SH after it and the bartenders and manager gave me so much attention. Maybe because I was on my own. But then I want everyone to do a good job so I hope they do what they have to do and I won't tell if they don't. At another location of this restaurant (where all of the regional staff is trained) I often go in for drinks when I am in the area so that it sin't so obvious when I am shopping.
I feel like the places that get shopped often always know (or suspect) on Monday night my receipt had the name I had odered with and SH after it and the bartenders and manager gave me so much attention. Maybe because I was on my own. But then I want everyone to do a good job so I hope they do what they have to do and I won't tell if they don't. At another location of this restaurant (where all of the regional staff is trained) I often go in for drinks when I am in the area so that it sin't so obvious when I am shopping.
Sometimes the scenarios are just absurd, the MSC and client are delusional if they don't think the shopper will be outed. Like during hotel shops I am embarrassed at all the times I have to call the front desk over a 24 hour period to do the tests, and of course I get the same operator multiple times. Another thing is, I'm a person in their 30's - I don't know anyone my age who: uses cash to pay for individual rounds of drinks at the bar, asks the concierge to give them directions to a place, or books a hotel room over the phone. I do understand why they need to evaluate those things so I wonder if certain tasks should be reserved for older shoppers where the scenario might be more believable.
One night I was at a high end lounge that is on Coyle's list but I was not there on an assignment. It was a slow night and I was sitting at the bar, and the bartenders were joking about secret shoppers. I was like, "Wow I didn't know secret shopping was a thing?"
One night I was at a high end lounge that is on Coyle's list but I was not there on an assignment. It was a slow night and I was sitting at the bar, and the bartenders were joking about secret shoppers. I was like, "Wow I didn't know secret shopping was a thing?"
Also I have a friend who is a hostess at a local restaurant group that uses Coyle and she said that any one who calls in a reservation and sits at the bar before it starts is considered a shopper and all staff are put on high alert. (This is why I always do my bar visit after the meal when given the option)
Once when I was doing a high paying vehicle purchase shop - as I was departing the salesperson said "make it a good score." I have no idea what gave me away. I've done them on and off for 7 years at various dealerships, but I said or did something that time. I gave the guy a confused what are you talking about look and kept walking towards my vehicle.
interesting- i always felt it was more weird to go to the bar after dinner. going before reservation time and alone feels more natural to me.
@jazzyjd wrote:
Also I have a friend who is a hostess at a local restaurant group that uses Coyle and she said that any one who calls in a reservation and sits at the bar before it starts is considered a shopper and all staff are put on high alert. (This is why I always do my bar visit after the meal when given the option)
I think there are certain things that set off the Secret Shopper radar for the employees no matter the shop. If you arrive early and your table isn't ready so you choose to have a drink at the bar that shouldn't set off red flags. It used to be, pre-Covid, that your table was never ready so they could get you to buy two cocktails at the bar for $10 each or so.
I think I have been outed on shops at grocery stores before. Who goes to every department asking questions and then buys $10 worth of groceries? I've been asked multiple times if I found everything I needed before I got to the checkout since the employee I asked happened to be the manager. But I was actually able to show him I was going to buy what I asked him about.
If you are outed and don't admit it, you'll usually receive stellar service and you've done your job. Just don't admit you're the shopper and enjoy the additional attention.
When not on shops, if I receive stellar service from a server, I will often ask to speak to a manager. The server usually panics. But I can guarantee that the customers that servers has after me continue to get stellar service and it didn't cost the restaurant anything.
@LindaM wrote:
interesting- i always felt it was more weird to go to the bar after dinner. going before reservation time and alone feels more natural to me.
I always go after. My husband will ask to turn some sporting event on and 'complain' that he missed most of it during dinner.
I am sure that my picture must be hanging in the back of a fast food chain. I always get exceptional service and even have the meal delivered to me. I am sure they never sweep the floor and wipe the tables as often when I am not there.
I never say a thing. I just get great service.
I never say a thing. I just get great service.
@LindaM wrote:
interesting- i always felt it was more weird to go to the bar after dinner. going before reservation time and alone feels more natural to me.
It may not be as natural but most of the shop is done so the service up until that point was standard not special for a shopper. I think it is the calling in for reservations -- who does that still unless you have a special request. My problem is my boyfriend usually drives so I am not alone.
@jazzzyjd wrote:
@LindaM wrote:
interesting- i always felt it was more weird to go to the bar after dinner. going before reservation time and alone feels more natural to me.
It may not be as natural but most of the shop is done so the service up until that point was standard not special for a shopper. I think it is the calling in for reservations -- who does that still unless you have a special request. My problem is my boyfriend usually drives so I am not alone.
I call to make a reservation under a different name and for a different day. Then I go online to make the reservation for my actual visit. I call to cancel the phone made reservation after the visit.
I do this for a few reasons. One being I can quickly make the reservation as soon as I'm assigned the shop, doesn't matter what I'm in the middle of. Another being it's easier to stay 'under the radar' and asking for the name of the person taking my reservation is definitely NOT staying under the radar.
If that happens say, "No....are you the secret customer"...that will throw them off. I'm being serious. It comes off as a bit harsh but I can almost guarantee you they will drop it.
@metro25782 wrote:
If that happens say, "No....are you the secret customer"...that will throw them off. I'm being serious. It comes off as a bit harsh but I can almost guarantee you they will drop it.
That doesn't even make sense.
@shopnyc wrote:
@metro25782 wrote:
If that happens say, "No....are you the secret customer"...that will throw them off. I'm being serious. It comes off as a bit harsh but I can almost guarantee you they will drop it.
That doesn't even make sense.
It might turn into a scene like in Spartacus. Instead of everyone claiming to be Spartacus everyone in the restaurant denies being a mystery shopper.
It really doesn't matter if the people in the store suspect that you are the shopper. You're never supposed to admit it if they ask you. Only two things can happen if they suspect that you are the shopper, if they have a really bad manager, the manager can hound you and make your experience there miserable (has happened to me). Or if they have a really good manager you will get exceptional service and have a great experience at the store, which makes your report 100 times easier.
Edited 1 time(s). Last edit at 03/04/2023 05:32AM by Morledzep.
Edited 1 time(s). Last edit at 03/04/2023 05:32AM by Morledzep.
I was doing one mystery shop over and over again. One time I walked in the store and half the staff said, "Hi John, Hi John, Hi John" LOL As long as no one said "mystery shopper" I was fine with it.
What sometimes - clients never ever understand at big companies: The street level employees - the clerks, waitresses, salesmen, retail people - are MUCH sharper, and more observant than they the smart corporate people are. They just can't even fathom that.
@wrosie wrote:
@jazzyjd wrote:
When not on shops, if I receive stellar service from a server, I will often ask to speak to a manager. The server usually panics. But I can guarantee that the customers that servers has after me continue to get stellar service and it didn't cost the restaurant anything.
There was one time the wife and I went to Chill's for date night (Non -shop). My wife has a serve food allergy and she is allergic to Gluten.. My wife explain this to our server.. She recommended a few items that my wife may enjoy.
Service and food was excellent.. Before we left, my wife asked for the manager.. The manager came to our table and my wife was telling the manager how helpful our sever was
My favorite "outings" were at the big Amusement Park (not done anymore, sorry). We had to ask stupid questions. I would do the shop and ask the question and you could see the lightbulbs go off. One pin salesman was virtually chasing us down the walkway trying to upsell, too late! Another time one of the old guys who drove one of the themed vehicles ran and whispered to his buddy. I reported that one to the company and they couldn't use that cluster of assignments, although the others that day were paid. I was pretty sure one salesperson had me pegged because she always made a beeline for me when I came in.
Edited 1 time(s). Last edit at 03/04/2023 04:52PM by melg.
Edited 1 time(s). Last edit at 03/04/2023 04:52PM by melg.
I have a friend who worked at a fast food place. When you go there you can only order 3 items, entree, side order and a drink. He said if anyone came in ordering just 3 items, the word went out, "mystery shopper. mystery shopper" You were tagged for what you ordered.
several years ago there was an oil change shop where you start by asking for a quote on new tires… then after all that you change your mind and just get an oil change. yes i did that lol
@johnb974 wrote:
I have a friend who worked at a fast food place. When you go there you can only order 3 items, entree, side order and a drink. He said if anyone came in ordering just 3 items, the word went out, "mystery shopper. mystery shopper" You were tagged for what you ordered.
Yea, we heard that often when I worked for JIB in the way back machine. Most weren't mystery shoppers, just folks getting lunch. But if it helps motivate the crew to do their jobs, it's fine with me.
@LindaM wrote:
several years ago there was an oil change shop where you start by asking for a quote on new tires… then after all that you change your mind and just get an oil change. yes i did that lol
That sounds like a sure shopper outing! You go in to ask about tires and end up getting an oil change? Bizarre.
I learn something new every day, but not everyday!
I've learned to never trust spell-check or my phone's auto-fill feature.
I've learned to never trust spell-check or my phone's auto-fill feature.
@Zek wrote:
Once when I was doing a high paying vehicle purchase shop - as I was departing the salesperson said "make it a good score." I have no idea what gave me away. I've done them on and off for 7 years at various dealerships, but I said or did something that time. I gave the guy a confused what are you talking about look and kept walking towards my vehicle.
It might be something he says to everyone who leaves without signing on the dotted line.
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