Many of these employees are under the impression that mystery shoppers are determined to turn in bad reports, even if we have to make things up. If only they knew . . . most of us would rather do a positive report. Not only because we want the employees to look good, but because it is easier to write a report on a good experience than a bad one. Of course, to do our jobs properly we have to report what actually happened, not what we want to report or what the employee would like us to report.
They also seem to think that we pick and choose what we report on. Aren’t their employers educating them about the mystery shopping program and how it works? Employees are (supposed to be) trained on the company standards and procedures. Secret shoppers are there to make sure employees are following the procedures and meeting the standards. It is not about what we think they should do, it is about what their employer expects from them.
There are a few lazy, bad mystery shoppers out there. They may not put in the effort to do an honest, quality report. You know, though, in those cases it is more likely that the employees will come off looking better than they deserve, rather than worse. That is because of what I said earlier: It is easier to write a report saying they were wonderful than pointing out problems.
There are times when the mystery shop report may seem unfair because the shop visit occurs at a time when the location is especially busy, or they are understaffed, or service and cleanliness are adversely affected by other factors outside of the employees’ control. However, those factors are also outside of the control of the secret shopper. Blaming the shopper is beside the point.
Hey, employees, want to get a great mystery shop report? Do your jobs. That is all we are looking for. Greet us. Suggest an upsell. Say thank you. Do what your employer has told you to do.
If you get mystery shopped and your employer has not explained the standards to which you will be held, ask. Tell them you want to do a great job, and need to understand exactly what is expected of you. Unless of course you really don’t give a damn. In that case, take the shop report you deserve.
Secret shoppers, take a look at these sites to see what employees and others are saying about us. You may have a laugh or your blood may boil, but you will have a better understanding of how some employees view mystery shopping and the people who do it.
Have you seen employees commenting about mystery shopping? Share what you find here.