There are appropriate and inappropriate ways to handle a poor rating on a mystery shop report. Unfortunately, the manager of a Cape Coral, Florida post office chose an inappropriate way.
Mystery shop reports are supposed to give companies information they can use to identify where they are performing well, and where problems exist. Appropriate ways of responding to the problems identified in a mystery shop might include providing additional training to employees or changing staffing levels to avoid under- or overstaffing.
An inappropriate reaction? Presenting employees with a cake that looks like a pile of poop, in “honor” of their poopy report.