A few examples from our team of "shoppers". These are examples and "stories" of "Shoppers"! Brad -- His job is to blend in and look like a normal shopper, but Brad notices everything. Impressions of the parking lot, fingerprints on the glass, how long it takes to be greeted, whether employees are courteous. Sometimes he carries a notebook that would pass for a shopping list if anyone asked him what he was doing. But Brad usually makes mental notes inside a store and waits until he's back in his vehicle to jot down what happened. "I try to park far enough away so I can sit there for fifteen minutes without being noticed as I get it all down. You have to be discreet," he says. One time he was "shopping" a car dealership and an employee quoted him a price. "Then the salesman apologized that it was a lot of money." This is the information that can truly help a business improve! There is certain allure to being a mystery shopper. Brad's assignments have included fine dining restaurants and banks, furniture stores and auto body shops, travel agencies and car dealerships. Then there is Cynthia who spent 15 years as a manager of a local country club restaurant and banquet facility. Her ability to understand both the front and back of a restaurant is essential to restaurant evaluations. She also thoroughly understands food preparation and culinary cooking. At restaurants, she times how long it takes from the moment she's seated for a server to ask whether she would like something to drink. When she orders, she looks for employees to up-sell, determining if they can suggest the "perfect ticket." Some people are not comfortable with what they're selling," she says, and that is not good for business. What our "shoppers" do on the job really depends on the type of business that hires us. We have counted moviegoers from noon until almost midnight as they entered one theater to see a specific movie. When they compare the box office summary to our head count, the theater can tell how many people sneaked in for free. One of the most difficult jobs can be visiting hair salon chains. In one month, one of our "shoppers" visited six locations to see whether they swept the floor between customers, how long they were kept waiting and whether the "shopper" got the cut or style they wanted and then if they were asked about purchasing a bottle of shampoo and whether they were asked to re-book a future appointment. Imagine having to get six haircuts in one month. There are a couple of misconceptions about the profession. For one, we are not out to catch an employee doing something wrong. Instead, our role is to observe, experience and report on visiting a business. The concept is to use it as a training tool. What is the business doing that could be done better? It also helps identify good employees, someone doing something management might not even know about. After receiving an assignment, our shoppers acquaint themselves with the shop:
They will read the directions, categories and questions of the shop thoroughly; Then e-mail or call the scheduling office with any concerns or questions.
The shoppers will immediately schedule the shop (s) into their week.
The "shoppers" will allow plenty of time to complete the shop before the deadline - we never procrastinate! Our contracts depend on all of our team members turning in work for pre-arranged deadlines.
Right before the shop, the shoppers will go over all the material again. They may jot down important notes on a small piece of paper or index card, so they can refer to it in the facility without being noticed; they will be conscientious not to forget anything. The shoppers will know what to shop for by reading the questions we developed for the evaluation. For example, "Did the sales associate or server ask the questions our client wanted their team members to ask? A "shopper" would only be able to score this had our client requested the particular information.
Our shoppers know it is critical to create a scenario before they enter the location. Every applicable category must be met in order for the associates being evaluated to have a fair opportunity.
Our secret "shoppers" do not feel awkward being in the restaurant, store or reception/waiting area longer than usual. They know how to look occupied in order to get precious, additional information. They include all pertinent information you would want to know.
They always conduct themselves in a professional manner, no matter what level of service they receive. They will never complain at the time of a shop. They are the BEST because they know what appropriate behavior is. In addition, they would not be overt in any way, in order to be anonymous for the months to come.
Our shoppers always get every associate's first name.
There are NO EXCEPTIONS to this. NO NAME, NO PAY!
Here are some tricks of the trade:
|
What is your name? |
|
|
You look familiar - do I know you? Have I met you before? |
|
|
Is your name Paul don't you workout at my gym? |
|
|
Gosh, the manager looks so familiar, what is his name? Or our "shopper" will call the store as soon as they leave and describe the associate and the department...telling them they were helping the "shopper" with something and you wanted to write a nice letter.
|
We train to be creative! And our "shoppers" always remember:
no name/s, no pay, and no exceptions.
Immediately after the shop, our shoppers go somewhere other than the "shopped" location to sit quietly, like, in their car before they leave the parking lot. They write detailed notes and review the evaluation questions to make sure they haven't left anything out.
They know critical information will be lost if they wait even an hour. In addition, they have put time into the shop, and they do not want to leave the vicinity without getting it right. If they have to go back and do the shop over, it is like doing it for free. Their time is valuable, so they are thorough. The only way to make money at this work is to do it well and completely the first time.
Room 4 Improvement .com Inc.'s "Shoppers"
Do's & Don'ts
OUR "SHOPPERS" DO...
|
...Give the associate being evaluated the opportunity to fulfill all the categories by creating an appropriate "scenario". |
|
|
...Be fair, objective and diplomatic in our commentary. |
|
|
...Get the associate's first name...NO NAME, NO PAY!. |
|
|
...Set up a scenario before we enter the location, and allow the associate to fulfill all the categories. Scenarios: "I'm looking for a dress for my 10-year-old." "I am looking for a minivan under $28,000." With large purchases like cars, we actually create an attitude you want your "shopper" to portray, as well: "Tough buyer," "pushover," etc. |
|
|
...Write clearly and in complete sentences. |
|
|
...Meet your deadlines. |
|
|
...Use a Thesaurus to come up with descriptive words to describe the experience in place of using "very's" and "some what's," which are qualifiers and do not give a clear picture to the reader. For example, "very professional" may be different to a 20 year old college student and a 58 year old retired executive. |
|
|
...Communicate with the scheduling office if they have any problems or questions completing their assignment. |
|
|
...Choose their words carefully. Each person that is evaluated should read his or her evaluation. And we want them to be able to really "hear" our comments. We understand the associate will "hear" our words only if they are palatable. Our motto is "Enlighten, educate, motivate and reward," not destroy. |
|
|
...Make sure our scores for each category is congruent with our commentary. IMPORTANT: Our "shoppers" will choose whether it fits excellent, above average, average, below average, or poor FIRST, then choose the number. |
Our "Shoppers" DO NOT...
|
...Forget to get the associate's name. |
|
|
Fear to ask questions about their shop. |
|
|
...Rush. Our "shoppers will not jeopardize our reputation and credibility. |
|
|
...Fail to meet your deadlines. |
|
|
...Expect to be paid for a shop that does not meet standards, and that you cannot use. |
|
|
...Show harshness or use overly critical or abrasive narratives. Shops will help our clients improve. |
|
|
...Fail to call within 24 hours of deadline to report problems meeting the deadline. |
These and many more specifics can be discussed personally to develop the "shop" you want performed!
All "Secret Shoppers" are personally interviewed and trained.
We are currently NOT ACCEPTING applications.
WE NEVER -
CONTACT INDIVIDUALS WITH EMPLOYMENT OPPORTUNITIES!
OR, SOLICIT FOR "SHOPPERS"