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@sheri-shopper wrote:
She was rude told me that she would not be docking me for sending it late, but she was definitely docking me for asking me to rewrite it.
The editor is definitely within her right to "dock you" with a lower score for having to rewrite your entire commentary. What was the reason for the rewrite request? Many members have complained about a minor grammar or punctuation deduction but an entire commentary? Wow.
Normally they give you 12 hours to respond and correct. You said you thought they meant 8 a.m. which means it was the day before that. You are asking the editor to wait almost 24 hours for your response. If you read your guidelines, they want a response immediately, that means as soon as you see it, stop what you are doing and make the corrections. The clients are waiting for your report.
Re-read your guidelines and you will likely see reference to responding to an inquiry within 12 hours. (but much preferred is: ASAP!) By not responding in a quick manner, you risk having them throw out your report, docking your grade and/or worse, deactivating you. Know what is required BEFORE you perform the shop.
Re-read your guidelines and you will likely see reference to responding to an inquiry within 12 hours. (but much preferred is: ASAP!) By not responding in a quick manner, you risk having them throw out your report, docking your grade and/or worse, deactivating you. Know what is required BEFORE you perform the shop.
I'm not sure where all of these negative reviews came from, but I've never had any such experiences with Service Check. I've never received follow up from "picky" editors; just accepted reports. They want a full story of the experience, including a comment for each numbered question. I'm assuming this wasn't done and is the reason for the rewrite request.
I learned my lesson and am ready to move on today. I hope you all have a nice day. I know that mine will be 100% better then yesterday.
Sometimes people see what they want to see, or rather interpret things to validate their own position. It's a bummer to get a question (even worse, a re-write) on a report you thought was done.
The OP was irritated and out of sorts about it and was venting. This MSC is a hard-grader, although they are one of my favorites. They expect a well-written report with good detail and all no answers addressed. If they don't get it, they bounce the report back. They do want a very fast response, and they do lower your grade, all of which makes sense.
The OP sounds like she got past the irritation and is looking at the situation realistically. It's important to keep it real. When a company comes back with a need to add something to a report, they want immediate attention. The longer it is from the time you did the shop, the less you may remember. And the editor's work is on hold waiting for the shopper response. A 10 is a perfect score - an A. Less than perfect work does not get a 10, although there are companies that give out 10s like candy.
The OP was irritated and out of sorts about it and was venting. This MSC is a hard-grader, although they are one of my favorites. They expect a well-written report with good detail and all no answers addressed. If they don't get it, they bounce the report back. They do want a very fast response, and they do lower your grade, all of which makes sense.
The OP sounds like she got past the irritation and is looking at the situation realistically. It's important to keep it real. When a company comes back with a need to add something to a report, they want immediate attention. The longer it is from the time you did the shop, the less you may remember. And the editor's work is on hold waiting for the shopper response. A 10 is a perfect score - an A. Less than perfect work does not get a 10, although there are companies that give out 10s like candy.
Thank you roflwofl! I appreciate your response, it was helpful and positive. Last night I was looking for encouragement. I agree with what you had to say. I knew before waking up in the morning that I had to rewrite the narrative and I was ok with that. I was even ok if they docked me for it, even though that sucks. What I was frustrated about was that there was no empathy about the error (due 8m) they had in their email to me that led to confusion about when they wanted the rewrite done by. If I knew they wanted it first thing in the morning, then I would have decided to take care of it when I got home late instead of doing it with a fresh mind in the morning. At the time of reading the email, I made the best decision that made sense if it was due 8pm. However, looking back, if I would have caught the error when reading it, I would have made another decision. I think I was afraid that they would hold the tardiness against me in the future and would effect my reputation I had with them.
You are right, and I was ok about fixing it first thing in the morning with a fresh mind. I didn't realize that 8m meant 8am, not 8pm the next day. Lesson learned.
Sybil2 WOW! Harsh and not helpful.
I've only done one shop for this company, and it was a good experience. I did get a request for clarification on one part of the report... or to fix something minor... I really don't remember what it was they wanted, but it's very rare for me not to have a report accepted on the first pass.
Like SunnyDays2 said, the key here is to make corrections IMMEDIATELY. Ten seconds after I got the email, I fixed the issue and then emailed the editor back to apologize and let them know it was resubmitted. They thanked me for my alacrity, and I still got a 10 on the assignment, even with a correction being made.
Like SunnyDays2 said, the key here is to make corrections IMMEDIATELY. Ten seconds after I got the email, I fixed the issue and then emailed the editor back to apologize and let them know it was resubmitted. They thanked me for my alacrity, and I still got a 10 on the assignment, even with a correction being made.
"The future ain't what it used to be." --Yogi Berra
@sheri-shopper wrote:
Sybil2 WOW! Harsh and not helpful.
That was not harsh at all. It was the truth.
I just did a job for Satisfaction Services at a athletic shoe store type store. The employees did not do any of the things they were supposed to do so I told the truth when I entered my report. I got a call from the scheduler and was told I could not enter the negative things because they might lose this client.
I have been a secret shopper for 25 years and do work for 23 companies. This is first time I have ran into something like this! I guess they just want me to report the employees are doing a great job when they are not?
Over the years I have found that most employees do a great job but not all, these employees did a lousy job and I just told the truth on my report.
Does the Shoe Store company just want to get good reports about their customer service?
I have been a secret shopper for 25 years and do work for 23 companies. This is first time I have ran into something like this! I guess they just want me to report the employees are doing a great job when they are not?
Over the years I have found that most employees do a great job but not all, these employees did a lousy job and I just told the truth on my report.
Does the Shoe Store company just want to get good reports about their customer service?
@Sybil2 wrote:
@sheri-shopper wrote:
Sybil2 WOW! Harsh and not helpful.
That was not harsh at all. It was the truth.
@Sybil2: I am mainly a lurker on this forum, but have learned an invaluable amount of information from veteran mystery shoppers and frequent posters. I am consistently impressed by the professionalism and quality advice given by many of the forum participants.
The first and only time I have ever posted was an unreasonable rant regarding a scheduler. I received great feedback (both constructive criticism and empathetic pats on the back), both were equally appreciated and all were the "truth". Even though I was clearly wrong, no one felt the need to respond in an antagonistic or confrontational way.
I am also frequently disappointed by the tone and content of your replies to many forum participants. I could read 100 posts without the authors' names and identify your post. They are completely predictable and have your mark. They all share the same negative and hostile tone.
There are many posts that probably don't deserve the benefit of a response formed with patience and kindness. However, I wish I could see more of those from you. I believe we have a lot to learn from you, but I'm finding it difficult to see past the confrontational verbiage. I hope this post is received in the spirit in which it was written.
The first and only time I have ever posted was an unreasonable rant regarding a scheduler. I received great feedback (both constructive criticism and empathetic pats on the back), both were equally appreciated and all were the "truth". Even though I was clearly wrong, no one felt the need to respond in an antagonistic or confrontational way.
I am also frequently disappointed by the tone and content of your replies to many forum participants. I could read 100 posts without the authors' names and identify your post. They are completely predictable and have your mark. They all share the same negative and hostile tone.
There are many posts that probably don't deserve the benefit of a response formed with patience and kindness. However, I wish I could see more of those from you. I believe we have a lot to learn from you, but I'm finding it difficult to see past the confrontational verbiage. I hope this post is received in the spirit in which it was written.
sbryson44, I appreciate your post but I am who I am and it works for me IRL. I guess it does not translate well into a public forum. Oh well.
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