The Mystery Shopping thread - IX

Scaredy_Cat_3

Having a bit of a worry now... can anyone advise me please?

I've just done a drive thru for Gap (not the golden arches, the other place). The times were slightly longer than they should have been - partly because it was busy and partly my fault as an item I ordered wasn't available and we had to discuss what to order instead. I detailed all this in the report.

Then at the very end, as I was about to drive away (after I had finished the timings) I asked the staff member if they still sold a particular item. Straight away she went and got it for me, and even though I tried to give her cash she said I could have it for free as an apology for the delay.

I was really impressed with this and put it all in the report - partly because I feel it demonstrated excellent customer service, and partly because I figure, good or bad, I'm there to report on exactly what happened and it would be wrong to leave it out.

However, now I'm worried. Hubby suggested the staff member might get in trouble for giving me the item free of charge??? And what if they try to say I messed things up by asking about this item? I didn't ask to buy it, I just asked if they still sold it, and if she'd said yes I was going to park up and go and buy it inside, but she didn't give me the chance. And I had already completed my timings when I asked.

Any thoughts? I've detailed it all in the report. With any other company I wouldn't worry but from past experience I'm concerned that Gap are more worried about staff hitting the timings than about giving good customer service.

Scaredy_Cat_3

And another thing... just curious really.

If HP is around anywhere - can you tell me if there is a correct answer to the question about returning an item without a receipt at your store? Or is it down to the individual manager? Only I've done 2 separate stores in the last fortnight and got 2 different answers. I'm just curious what GR will make of it. Is one of them wrong, or is it just down to the manager?

msmas

Scaredy_Cat wrote: »

Having a bit of a worry now... can anyone advise me please?

I've just done a drive thru for Gap (not the golden arches, the other place). The times were slightly longer than they should have been - partly because it was busy and partly my fault as an item I ordered wasn't available and we had to discuss what to order instead. I detailed all this in the report.

Then at the very end, as I was about to drive away (after I had finished the timings) I asked the staff member if they still sold a particular item. Straight away she went and got it for me, and even though I tried to give her cash she said I could have it for free as an apology for the delay.

I was really impressed with this and put it all in the report - partly because I feel it demonstrated excellent customer service, and partly because I figure, good or bad, I'm there to report on exactly what happened and it would be wrong to leave it out.

However, now I'm worried. Hubby suggested the staff member might get in trouble for giving me the item free of charge??? And what if they try to say I messed things up by asking about this item? I didn't ask to buy it, I just asked if they still sold it, and if she'd said yes I was going to park up and go and buy it inside, but she didn't give me the chance. And I had already completed my timings when I asked.

Any thoughts? I've detailed it all in the report. With any other company I wouldn't worry but from past experience I'm concerned that Gap are more worried about staff hitting the timings than about giving good customer service.

I wish you luck, but it is no doubt a slightly tricky one with Gap. It is almost certain that they shall query your report soon, and even state "the staff believe you have been identified" bit. As far as payment for the job is concerned, I would say 50-50, as they can argue that you did not strictly adhere to the brief. All the best - let us know how it goes ....

msmas

mysteryshoppernewbie wrote: »

I'm hoping someone can help with a pizza job I have today with G*p...I'm being a bit blonde with the instructions. It says you can purchase a meal for up to 2 people, but I'm hoping to take along our 4 year old daughter.

I'm a bit confused by it all. Option1 seems to involve a large pizza which I and OH could share, along with 2 drinks, appetiser and salad bowl.

how would we work our daughter paying separately?? or would I be best all 3 of us sharing a large pizza, but then I guess we'd still need to pay for her drink separately. Help, and thanks in advance..

If I were you, I wouldn't bother risking anything beyond the "written word" with Gap. I've had my reports cancelled a couple of times for similar issues, as it supposedly "influences the timings"!

Scaredy_Cat_3

Oh that's comforting (not)!!!

I would argue (and I did put it in the notes) that it did not influence the timings as I had finished my timings before I asked the question. Also, it was only asked as an afterthought and nothing to do with the assignment. In fact, now that I think about it, since I didn't even mention it until after I had finished the timings, I'd actually finished the job at that point and probably shouldn't tell Gap about it at all. Bummer!

Is there a way I can access the report now I've submitted it so I can delete that bit, or am I boogered?

Also, although it crossed my mind that I'd been spotted, I don't think I was. I've not been to that place for months, never seen these staff members before, and when I've been there in the past I was in a different car, so I really don't think I could have been recognised.

Scaredy_Cat_3

msmas wrote: »

If I were you, I wouldn't bother risking anything beyond the "written word" with Gap. I've had my reports cancelled a couple of times for similar issues, as it supposedly "influences the timings"!

From my experience with Gap pizzas, we always buy a large pizza, and the other specified stuff. We also buy extra drinks and sometimes a dessert, never had a problem. I think as long as you don't commit the cardinal sin of asking for pineapple (which just happens to be my favourite topping!) you are ok. I mean, I'm not saying you would get away with this for a large party ordering loads of stuff, but we go as a family of 4 and order just what we want in addition to the specified items, and as far as I know Gap are happy with that as long as you only report on the items specified in the brief - I've never needed to get a separate receipt.

tbw

Scaredy_Cat wrote: »

Oh that's comforting (
Is there a way I can access the report now I've submitted it so I can delete that bit, or am I boogered?

Also, although it crossed my mind that I'd been spotted, I don't think I was. I've not been to that place for months, never seen these staff members before, and when I've been there in the past I was in a different car, so I really don't think I could have been recognised.

There is no way to get the report back to edit it - other than asking Gap to delete the whole report and put it back on your list for you to re-enter all the results. Giving them a reason to do this would be difficult in your situation !

Also, you may possibly have given yourself a problem as, even if they didn't immediately identify you as an MSer, when they get the results back they may well remember you and/or identify you from the cctv. Gap are likely to suspend you from either the client (if you are unlucky) or just that particular store(if you are lucky).

Unfortunately Gap have tendency to block you from particular clients fairly soon after you submit reports that are less than glowing. It might be cynical to suggest that there is a link there - but I'm feeling cynical as I can no longer do petrol, stamps or burgers having been blocked from all three less than 2 weeks after submitting poor ratings for each one.

Hollypear

Here I go again. I am just finishing the report ( late) from last week. You know the one with the crap fee. ( Not RE)

Here are some of the questions.

!) Were you acknowledged.
2) How did they acknowledge you.
3) When they approached you what did they say.
4 When they acknowledge you what exactly did they say

Shall I answer
1) Naw they ignored me
2) Are you one of them !!!!!!! mystery shoppers.
3) Are you flaming mutt and Jeff
4) I have acknowledged you ya daft !!!!! does your elevator not stop at every lift. You must be a mystery shopper asking all these daft questions.



Is it me.

This questionnaire is doing my head in.

Who the hell comes up with these questions.Would they not be bbetter to employ us to word the questionnaires.

Do you all agree with me or am I about to be carted off to the loony bin.

Scaredy_Cat_3

tbw wrote: »

There is no way to get the report back to edit it - other than asking Gap to delete the whole report and put it back on your list for you to re-enter all the results. Giving them a reason to do this would be difficult in your situation !

Also, you may possibly have given yourself a problem as, even if they didn't immediately identify you as an MSer, when they get the results back they may well remember you and/or identify you from the cctv. Gap are likely to suspend you from either the client (if you are unlucky) or just that particular store(if you are lucky).

Unfortunately Gap have tendency to block you from particular clients fairly soon after you submit reports that are less than glowing. It might be cynical to suggest that there is a link there - but I'm feeling cynical as I can no longer do petrol, stamps or burgers having been blocked from all three less than 2 weeks after submitting poor ratings for each one.

That's not a problem - I very rarely bother with this place anyway so it would be no hardship to be banned from them. I would like to get paid for this one though.

It certainly wasn't a 'less than glowing' report, though. It was actually a good report because although the times were a bit slower than they are supposed to be, the customer service was great, really friendly and much better than I've had at other branches of this place. I've put in negative reports before and been ok.

I was initially thinking it was good to report this to Gap as it was evidence of excellent customer service, then I started to worry the staff member might get in trouble (but surely she wouldn't have done it it if it wasn't allowed)... now I'm starting to worry I won't even get paid, though I don't think I did anything wrong as this happened AFTER I had completed all my timings.

absolutelynomoney

tbw wrote: »

Unfortunately Gap have tendency to block you from particular clients fairly soon after you submit reports that are less than glowing. It might be cynical to suggest that there is a link there - but I'm feeling cynical as I can no longer do petrol, stamps or burgers having been blocked from all three less than 2 weeks after submitting poor ratings for each one.

That is apalling!! How can they be allowed to block you after you submitted bad reports? Surely the point of our work is to be highlighting weak areas to be addressed and improved so that the company can cater better to their clients. Assuming your reports were truthful and accurate, by the company's reaction to your report they are encouraging us to simply write good reports regardless of the service we received, which cannot be what their clients truly want. And if it is, the ethics of their methods and actions are definitely questionable.