Has anyone ever successfully challenged a Maritz decision to disallow a shop? I spoke with a team member who indicated I should have asked for items to take with me. The banker only offered a business card. My problem is the shop instructions say I should ask for a business card, doesn't say I should ask for materials to take with me. When I spoke to them, they said the instructions are in the prewualification questionnaire that I understand I should upload all documents related to the shop. I uploaded the document I was given, and would have asked for a business card if it wasn't offered. The person I spoke with at Maritz did acknowledge they should update the shop instructions to include that the shopper should ask for documents to take with them. It was a bonused shop I went out of my way to perform. It's more principal than anything else at this point, I feel like I followed the instructions.

I'm curious about this (I'm assuming it the short and easy banker visits) since it was my understanding from the instructions to not ask for anything except business card as well. I'd be really irritated if the job was rejected​ especially if it was like the one I did yesterday that took 40 min. to see a banker.

Edited 1 time(s). Last edit at 09/16/2016 03:54PM by wwin.

I was in the location for less than 5 minutes. But I drove a significant distance out of my way to get the shop - since it was bonused. Did the same shop the day before where I waited a half hour and then had to go back. The Banker showed me everything he needed to show me, just didn't offer to give me anything to take with me. The Maritz employee explained to me it was a compliance shop to see that they provide the correct paperwork. I still don't see anywhere in the instructions that I should ask for the brochure and rate sheets.

I think I probably need to push this further up with Maritz, just not sure who I should go to. The person I spoke with told me they would look at the instructions and they were going to re-assign the shop to another shopper.

Suggest you re-check your documentation. It clearly says you need to come away with three items, one of which is a product folder. You may have to be a bit creative if the folder is not offered or a business card is not available. It is up to the banker to provide the third item, rate sheets, without asking.

However, I agree that the instructions should be more explicit than stating that you "should" walk away with three items when, in actually, you must get a product folder.

In any case, my only other suggestion is to beware of a Pyrrhic victory.

I always ask for "written information" on the product about which I am inquiring if nothing is offered. I've not always gotten the "right" information, but never had a problem (aside from the time that there was not a banker at all....). I was once given the wrong product folder and was asked why. I told them that that was simply the information I was provided when I asked and said that I didn't think I was supposed to ask for specific pieces of literature by their proper names lest I out myself as a shopper.

Jake, I guess I missed that again when I re-read the instructions before calling them back. I guess in restrospect I should have asked for items to take with me. If the forum agrees I was incorrect, I am good with that. I have not shopped for them in quite some time, I will be more careful in future.

unless their requirements have changed, you are supposed to take what is offered you, not ask for anything in particular, but obtain a business card a must, and usually on their desk.

Ok, I'm going to give you some advice that I usually keep to myself. This will work for your "next time".

After you have secured your shop (this works with Maritz), and get your security code, and the link to "enter results for the shop" appears, click that link, enter the security code.
You shall now be able to preview all the questions and photos required for the shop.

When you're done, save it on the "save" link or just click out after your done.

Works for me.

BTW, you might get calls from anxious Maritz folks asking when you're going to finish the report.

Ignore them.

@French Farmer wrote:

BTW, you might get calls from anxious Maritz folks asking when you're going to finish the report.

French - I have never gotten a call from Maritz about finishing the report. I have gotten reports put on hold for various reasons and I responded accordingly. But never a call.

Ignore them.

@LIJake, if you do what French Farmer suggests, the Maritz CX system records the report as "in process" even if you have not even performed the shop yet or entered anything into the report. Depending what team it is, some of them get antsy and start making the annoying phone calls. I pretty much have them trained now not to call me.

I did one yesterday where I wasn't given the rate sheet. Going to keep my fingers crossed on that one. I was told that the rate sheet isn't required when you do a Liquid Card shop. My understanding is the same. You walk away with what you're given. I do ask for the business card if it isn't offered.

Mine was a liquid card as well.

If I haven't received the folder or the rate sheet, that has not been a problem for me. What has been a problem if I don't take away a card. In that case, I have used their ATM and used the receipt from the ATM to show that I was there at the time i put on the report. that has always sufficed, although I did (and do recommend) putting a good explanation of what occurred in the debrief. I would especially do this if the folder or rate sheet is not given.

Edited 1 time(s). Last edit at 09/17/2016 12:48PM by winemaker.

the bankers are supposed to provide this as part of disclosure laws. This particular client likely doesn't want to wind up like another large bank which was fined up the wazoo 200 million for violating consumer disclosure laws. IMO asking for a rate sheet defeats the apparent purpose of these shops.

If the banker doesn't provide the folder, which is rare, I ask for something in writing so I can review it. I did have one banker insist that he explained everything, a new banker I believe, and I said I would like to show the program to my wife. That worked.

If the banker did not give me his/her card at the end of the presentation I tell him that if I have any questions I will call him. That usually jogs his memory and he hands me a card. On a couple of occasions the banker did not have a card (ran out, new banker, normally works at another branch). In that case the banker generally gives me another banker's card and writes his info on it. If not I ask him to write his name and direct number on the folder. There is space on the last page for this info (and the follow up appointment which, of course, is not needed).

I do not ask for rate sheets (not needed for Liquid). It is up to the banker to provide them.

I have done hundreds of these shops and never did not get a folder or in one case a multi-page Liquid print out. A few times I had to push for the folder but a simple request for something in writing usually works. I have not had a shop rejected because the banker did not have a card with his name, number and the address of the branch I visited as long as I provided the info as described above. And I have never had a shop rejected because the banker failed to provide rate sheets.

I do give an explanation if the requested procedure concerning the business card was not met.

rovergirl, I encourage you to pursue this. Point out that other shoppers have been paid and not provided anything other than a card for the same scenario. Try to talk to someone else on the team and be persistent.

French Farmer,
Because of Sybil's prompt I re-read your post. The reason I have never gotten a call for a pending shop is that my procedure is different than yours. You get the info without needing to print out anything while I support Staples and print out the first page then close out the report.

I am not sure about the editors for this particular client but I know for a fact that some of the other projects are now using third-party editors (aka outside editors) and they can be a PITA. Over a weekend, I had a bank shop put "on hold' for a blurry rate sheet photo. I pulled up the photo and it was perfectly fine with the date clearly shown. I had to wait until Monday to call the Team but when I logged in on Monday morning, the shop was no longer on hold or showing on my log. The team member seemed confused to say the least. There were no editor comments on my account and the shop had already been sent to the client. These new editors are: 1) confused themselves, 2) creating problems where there are none (job security?) or 3) putting the wrong reports on hold (aka mixing up shop reports.)

On an added note, at the very end of the report, it says: "Is there anything additional that [client name] should know about this mystery shop interaction? Please provide an explanation for each NO response given." If you do not receive all of the required materials or something funky happens during the shop, you need to explain it in this section. I know it is a PITA and seems redundant but that is how the mystery shopping ball rolls at times.

Is it in the guidelines that we don't need to get the rate sheets for the Liquid scenario or did someone at Maritz tell you that information? I always stress that one because many times it's not in the folder they give me.

I would clarify with them. She just told me I should ask for information to take with me. I would not think the shopper should ask for specific documents, but I also thought I read the instructions correctly that I should only ask for a business card.

I just read over the guidelines and the Liquid objectives do say you should walk away with the Liquid folder, rate sheets and business card. However in the debrief, if my memory is correct, there is no response or explanation to a no answer to "did you receive both pages of the rate sheets?" Sometimes the banker provides them but most times they do not. On occasion the banker has checked his cheat sheet to make sure all documentation was provided and remarked that rate sheets are not needed.

As explained previously, If I don't get a folder or a business card I ask for them, one way or another. I have never asked for a rate sheet if not provided. And the editors have never red carded my report because I didn't have one.

We are supposed to act like "normal" customers. Most customers would not even think about asking for a rate sheet. Many accounts do not earn any interest so it would be a null issue to them.