I am the owner of i-SPY Hospitality Audit Services. We are based in Philadelphia and offer our quality assurance mystery shopper service in major cities, including Philly, NYC, DC and Miami. (NOTE: there used to be another ispy, but their company name has changed.)
Most of what I read in online forums, written by anonymous posters, about my company and other mystery shopper companies tends to be negative. I get it ... people do not want to be told they did something incorrectly or did not do a "good" job. They feel "wronged". They feel justified writing about [XXX company] for others to "stay away from" or "avoid".
For potential mystery shoppers, the first thing we do is clearly communicate expectations to meet our high standards. We offer a tryout assignment (and sometimes multiple ones) in which potential shoppers are reimbursed for a completed report.
The following are what we look for in our mystery shoppers:
1. Superior retention and writing skills.
2. Ability to pay strict attention to detail.
3. Follows instructions.
4. Reliable to follow through on committed assignments within 24 hours.
5. NO diet restrictions (food or alcohol).
6. Commit to at least ONE meal per month.
7. Constructive Feedback (does not take it personally). If you do, this will not work out, and please do not apply.
Gathering information over the course of a 90-minute dinner assignment is no doubt challenging. Typing the info out onto a computer is time consuming. This is not simple stuff!
Our clients have high expectations of our mystery shopper reports. Thus, as the owner, I have high expectations of our shoppers -- and communicate this from day one. As the owner of a company, it is incumbent upon me to have clear rules and expectations, and to enforce those rules and expectations to be successful.
I have had wonderful, amazing mystery shoppers work with us for many, many years. They have enjoyed countless dining experiences, and my company has benefitted by their diligent reports that our clients have come to expect. We have had more than a handful of mystery shoppers which we have given many opportunities to that continually did not meet expectations, begged for subsequent chances, and then took to the anonymous online posting route. That's the norm in 2018.
I write this post to open dialogue -- and hopefully not a can of worms! -- between mystery shoppers and the mystery shopper companies they have positive intentions of working with.
I guarantee that for any mystery shopper that adheres to the above list, we will have a mutually beneficial relationship. And unfortunately, to those that do not, our relationship will not last very long.
Sincerely, Marc Kravitz
i-SPY hospitality
marc kravitz
i-SPY hospitality audit services, L.L.C.
enhancing and creating more positive customer experiences + maximizing potential sales opportunities
c. 215.779.0529 | e. marc@ispyHospitality.com