MYSTERY SHOPPING THREAD 19 - please don't mention client names or fees on here!!

jen_br

sharpy2010 wrote: »

I think that perhaps this is the issue I'm touching on... I personally think that a one off experience with a single member of staff isn't totally indicative of the service in that establishment in general, and thats my main gripe with mystery shopping.

You are only as strong as your weakest player.. therefore if one staff member is causing customers grief and not wanting to come back.. then frankly I wouldn't want them on my team or they need help getting the proper assistance. One bad day or not.

I just think Mystery Shopping is not the best way to go about improving a company as I believe it to be sneaky. Just my personal opinion :-)

Its not sneaky infact all employees are told that the company undergo a MS or have a program in place... MY OH works for a company and every GOOD report he gets its a 250.00 bonus I for one love that bonus and he is DARN good at his job so why shouldn't he be recognised?

Obviously you have a gripe either you have had a bad experience with a MS or someone you know has.

MS isn't used to fire people or used to punish its used to improve. How else is a company going to monitor how an employee does? Frankly I think i have complained to more companies as a NON ms which is worse MS'ers look for the areas of improvement if Joe Public is complaining you have real issues.

(( I remember complaining in a kids clothing store to their Head office because I went in on a sunday morning and they were playing gangster rap with swearing in it... I got a phone call from the GM who apologised they watched the CCTV and were disgusted. The manager of the store at the time was given a discpline.))

lucylou

borders wrote: »

In Edinburgh on the 24th? I was meant to be going as well but dont have the time. Was hoping it wasnt going to be in the city centre. The extra hassle going in and out makes it too long a day for me.

Let me know how you get on. And good luck!!:)

Thanks Borders my meeting is in Perth (maybe for all Tayside and Perthshire area?) but I received a few pms from other people who are doing their interview in other locations in Scotland but no one who works for Aba responded. Is there anyone out there who can shed some light please? We are all very curious about what happens at the interview for two hours:D

Rosy_Violet

Simple busines strategy

I am an employee in a shop....I give good serivce.....customer happy....customer returns and spends more money....employer happy as they are making profits and can keep their business running and also means I can carry on having a job and just maybe get the occasional bonus, pat on the back or promotion.

I am emploee....I give bad service....customer unhappy....never shops there again and tells all their friends that it's not worth going....employer unhapy as sales have slumped....less profits....need less staff.....one of the employees loses their job ( luckily not me but I sure feel bad for my collegaue, of course this had nothing to do with me)....or worse I lose my job....


As for telling the customer to shop down the road as you get a better deal....yes in a perfect world this is good however once again if all the customers in the shop are going down the road then once again there are no customers in my employers shop....so i lose my job.....have to hope that the shop down the road is doing big business thanks to all my referrals and would be happy to employ me!

jen_br

borders wrote: »

In Edinburgh on the 24th? I was meant to be going as well but dont have the time. Was hoping it wasnt going to be in the city centre. The extra hassle going in and out makes it too long a day for me.

Let me know how you get on. And good luck!!:)

I too was suppose to go to that but its RIGHT in the centre on North Bridge which is a B***** to park. She told me to expect 2-3 hours for an INTERVIEW! So declined.

Monkeynut

It's interesting really reading everyone's thoughts regarding telling customers about offers etc that are on at other shops.
I find I do this quite a lot at work, but I am quite careful about it, and I try to make sure I do it in a helpful customer service way that will help to keep customers rather than make them always shop somewhere else.
We have some really loyal customers that will always shop at with us at Boots, so I know that even if I say something about an offer somewhere else, they would still come back to Boots as they are more interested in the great customer service that they get. This is particularly true of older customers, so I more likely to talk about other shops with them.
And obviously I wouldn't do it if someone was actually about to buy the item, so for example if they came to the till with some shampoo that I knew was half price at Tesco for example, I wouldn't say "Oh did you know that actually you could go round the corner and get this for half price", as that wouldn't achieve the balance that I'm going for. Even though as I'm such a savvy bargain hunting shopper, part of me does want to!! But I'm also a bit too selfish and want my sales bonus!!

dazza.mk

sharpy2010 wrote: »

Monitor someone for a week, and that will show you what they are really like.

But how would you do it without the employee knowing they were being watched and therefore being on their best rather than normal behaviour?

nearlyheadlessian

sharpy2010 wrote: »

Not really, most people are aware that a limited number of job opportunities exist at present, and make the most of it in any position they can get, be it retail, hospitality, or anything else.

A poor job market is no excuse for doing one's job badly though. My point still stands, if being mystery shopped is that much of an issue to someone then they shouldn't work in a position where it's going to happen to them.

kst101

How long do jobs stay pending for on Retail Eyes without a proof reading query appearing? Did one last Wednesday and it is still pending. I prefer it once they have moved into the Payments section.

Izi21

Just got a missed call from React telling me about a particular job due within 2 weeks. I was told it was being assigned to me with first refusal. I didn't even apply for it and don't remember seeing it on the job board either! Rather strange but I'm not complaining. Anyone else had this experience?

dazza.mk

kst101 wrote: »

How long do jobs stay pending for on Retail Eyes without a proof reading query appearing? Did one last Wednesday and it is still pending. I prefer it once they have moved into the Payments section.

Generally a couple of days, although had an odd job thats taken 10 days. Not one of the heath food shops where you have to return the receipt is it?