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Do not even get me started. It's been years since I've dealt with mystery shoppers, but my last experience was also terrible. I almost lost my job over it, and I feel like it was because the woman was just cranky and being so nitpicky. I don't even know if mystery shoppers are vetted in anyway. I used to see posts for them on craigslist and stuff. Either way, I can sympathize!
"Customers are irrational" yes, this right there. You give customers more power and it's gonna go to their heads. Most of them, anyway. If management actually listened to the employees and gave us the proper resources we needed to fix issues, mystery shoppers wouldn't be required.
I agree 100% Mystery shoppers are a solution to a problem they create, them and corp not listening to the front line employees.
I had a mystery shop one time, it was a busy Saturday night. I had three people on, we were slammed. Like all three of us were on register for 4-5 hours straight.
Labour had been cut to the bone. I argued that, since we closed an hour later than all the other company stores in the area, we should get 14 extra hours (to have 2 people stay that extra hours). That fell on deaf ears.
My boss came in to "talk to me" about the mystery shop. I told him that we were literally slammed, and there was no way to get someone on the floor, when we couldn't get off the register. I heard him on the phone with his boss at corporate. Told them he had watched the camera, and we needed more labour.
After the call, we sat down, and he told me I had 10 more hours, so I could have one extra person on Friday night and Saturday night. Then he told me that my cashier had taken a bathroom break during the madness, and that she should have approached the mystery shopper on the floor to encure great customer service. Yeah, she should have stopped in her mad dash to the restroom and back to get back on register to check on the customers on the floor.
The purpose of mystery shoppers is to give a store and their upper management the customer perspective on the store. When used properly and in context they are a valuable tool. Unfortunately, many times, this is not properly related to the mystery shopper and they feel they are there to "inspect" the store.
"When used properly" is such a key phrase here. And I have seen the disconnect happen both on the mystery shopper side, as well as the upper management side.
I almost had to fire a very good employee because he didn't follow "the steps" during a mystery shop. Fortunately, I decided to watch the cameras, and realised he forgot to log out of the computer, and someone else rang the mystery shopper up. And even at that, it was pretty apparent that the cashier was following "the steps" (based on gestures and body language)