MYSTERY SHOPPING THREAD XV - please, no mention of client names or fees on here

Dotty13

proshopper wrote: »

I can see what you are saying, but there is another way of looking at it. Charity shops are run like businesses, with proper management structures, etc. Some of the workforce in the retail stores are employees rather than volunteers. Charity shops need to maximise profit, just like any other business. MSing is one way of evaluating service standards, and if it works for the retail sector, generally, why should charity shops be any different? If the client identifies areas that are lacking and remedies these, then profit should increase.

I have "done" hundreds of charity shop jobs (and I mean many hundreds). I have seen staff and volunteers delivering excellent customer service and I have also seen the worst service you can imagine. Over the years, I have certainly seen an overall improvement as the charity shops now operate more like proper retailers than village hall jumble sales.

But isn't that what a Manager is for? And if, as you say, a Manager is in a paid position, this is what should be expected from his role? Surely if a volunteer/MOS is putting off customers/not pulling their weight etc, then they should be politely shown the door, or given a position in the "back office" (Remember this is free labour and shouldn't be refused!) I'm not sure that it takes a "contract" to find out this information.....?

proshopper

Dotty13 wrote: »

But isn't that what a Manager is for? And if, as you say, a Manager is in a paid position, this is what should be expected from his role? Surely if a volunteer/MOS is putting off customers/not pulling their weight etc, then they should be politely shown the door, or given a position in the "back office" (Remember this is free labour and shouldn't be refused!) I'm not sure that it takes a "contract" to find out this information.....?

Two points: If all managers managed effectively, MSing would not be needed for any retail outlet or service provider. Free labour is not "free" if it is causing a business to lose profit.

Dotty13

proshopper wrote: »

Two points: If all managers managed effectively, MSing would not be needed for any retail outlet or service provider. Free labour is not "free" if it is causing a business to lose profit.

Then isn't it that manager that needs Ms'ing? My belief is that you should get to the root of the problem. My main concern is that the money isn't being spent effectively. And what's losing profit for a charity shop - surely everything should be profit (apart from the mentioned directors/managers salaries)? and maybe the usual utilities/rent issued that all businessess have?

Flygirl767

Dotty13 wrote: »

But isn't that what a Manager is for? And if, as you say, a Manager is in a paid position, this is what should be expected from his role? Surely if a volunteer/MOS is putting off customers/not pulling their weight etc, then they should be politely shown the door, or given a position in the "back office" (Remember this is free labour and shouldn't be refused!) I'm not sure that it takes a "contract" to find out this information.....?

But the ms is not just to "catch out" staff members. It is also to see the whole shop from a customer point of view i.e are the clothes attractively arranged, is the shop clean, tidy etc. As ProShopper says, these shops are run exactly like normal shops the only difference being is that some staff are volunteers and the profitsl go to charity.

If you received rude, bad service in a charity shop, would you go back? I wouldn't, I would go to the one of many further up the high street. They need to know how their staff behave, whether they are paid or not.

Ms'ing is often used as a training tool, to identify weak areas in a business, not just to pick out individuals.

Flygirl767

Dotty13 wrote: »

My main concern is that the money isn't being spent effectively. /QUOTE]

If you are concerned about money being spent effectively then you really should take a look at the salaries of the chief execs of certain charities. One chairty was found recently to be paying the chief exec £391,000! Most people in these positions earn more than the prime minister:eek:. Now that is wrong!

Becles

blindman wrote: »

I beg to differ.

Becles is top on my list:D

No offence TG, Ukm
:cool:

I love you blindman

TractorGirl327 wrote: »

None taken. I agree Becles is pretty cool!

Love you too TG *group hug* :grouphug:

I agree that charity shops should be MS'ed. It gives them a chance to see what they do well and what could be improved. A well run shop will attract more customers and donators than a disorganised store.

We get several charity bags each week and I have a small list of favourites that I give stuff to. I'd rather my stuff went to a cause I can relate to and have had a good experience with, and I'm sure I'm not the only one who thinks that.

ukmonkey

blindman wrote: »

I beg to differ.

Becles is top on my list:D

No offence TG, Ukm
:cool:

None taken. You're probably the one on here that I hold in the highest regard, BM. We're all here to help reach other. Blindman was a huge help to me when I did my first flight MS a few months ago, and in turn I've helped lots of people out over the last year or so with BARE Car jobs. What goes around comes around, we should be kind to each other on here as you never know when someone may prove to be the expert in something that you need help with.

I've not been in this game anywhere near as long as two or three on here that I can think of, but I've done a lot of work, and surprised myself how quickly and easily I picked it up. But, we all need help from time to time, and you never know when that'll be.

So, do ABAi have any other clients apart from the "Heartbeat Panel"?

Dotty13

Flygirl767 wrote: »

Dotty13 wrote: »

My main concern is that the money isn't being spent effectively. /QUOTE]

If you are concerned about money being spent effectively then you really should take a look at the salaries of the chief execs of certain charities. One chairty was found recently to be paying the chief exec £391,000! Most people in these positions earn more than the prime minister:eek:. Now that is wrong!

I dont know how to double quote but both your points are relevant. However, my belief is that if you are paying managers wages you get managers obligatons - no matter what the business. If there is a problem with a MOS or a way in which they do business, then this should be addressed internally. Surely the main reason that these people are employed by the "company" is that they believe in the cause. And wouldn't they think that this is money ill spent? My main concern is that everyday people donate their hard earned cash, and assume that the money will reach the cause concerned. This however is not the case. It might be a nice easy fiver for the MS concerned, and what for the co conerned (times this by thousands/millions over the country) and its a LOT of money. I must say that I have never done one of these assignments, so do not know the ins-and-outs, but I have read the brief. My initial thought is that this type of company should never be MS'ed because of the type of company that they are. Time for bed - over and out.

Dotty13

I am totally pants at this cos I wanted to quote Flygirl, but ended quoting myself!

How many of you give to a charity shop because you believe in the casue - NO MATTER WHAT! If you believe in charity shops, you give to the one that you believe in MOST - no matter what. Its not the customer service that is being assessed here, but where the money is going. Am I right or am I wrong? I am going to bed now, (dont think I'm ignorant) but will def look at the posts tomorrow.

jen_br

You know after printing the paperwork for my 6 assignments this weekend each assignment 8-10 pages in length WOW what the heck look at all the paper i feel im wasting lol... anyone else feel like they go through a lot of paper!