Mystery Shopping Thread 22 *PLEASE READ THE OP FIRST**PLEASE NO CLIENT NAMES OR FEES*

serendipity2706

Lawpf2001 wrote: »

Sorry for the long post but I have an interesting scenario which I need some help with.

I have just finished an RE visit to a chain pub where I had to do a food and drink visit. I quite often visit this pub with my University hockey team so when I saw it pop up I thought it would be ideal.

Anyway everything in the visit was fine and running smoothly until I went to visit the toilets. Upon entry I could see there was sick over the floor in one of the cubicles from where one of my team mates had puked (too many shandys). Soon after one of the bar staff came up to clean the mess up aiding my fellow team mate.

I'm not sure how to report back to RE as i'm sure the proof readers will go wild. I'm not sure whether to be honest and say that it was one of my party that had caused the mess; and had I visited earlier all would have been fine. Or comment on the situation as a regular member of joe public who I guess would say the toilets were disgusting although staff were handling the situation. I think if I were to say it was a member of my group it would become quite obvious that it was I conducting the visit; which isn't ideal as I quite often visit the pub.

Help please.....

I reckon, you have to report what you saw, but why mention it was one of your party? Although, to be honest, I wouldn't drink more than one drink if i was doing a job anyway as, if the report isn't a good one, the store/club can always check back on the CCTV and question whether you were in a fit state to comment having been drinking. I know it seems a bit nitpicky, but I reckon that doing a job and going out on the razzz should be kept separate. Would you be drinking if you were working in an office?

Lawpf2001

serendipity2706 wrote: »

I reckon, you have to report what you saw, but why mention it was one of your party? Although, to be honest, I wouldn't drink more than one drink if i was doing a job anyway as, if the report isn't a good one, the store/club can always check back on the CCTV and question whether you were in a fit state to comment having been drinking. I know it seems a bit nitpicky, but I reckon that doing a job and going out on the razzz should be kept separate. Would you be drinking if you were working in an office?

That's a good point but I only had one pint that came with my meal and one after which was not part of the visit. I guess this is an ok amount as it wasn't a rowdy events where we were all doing shots.

serendipity2706

Lawpf2001 wrote: »

That's a good point but I only had one pint that came with my meal and one after which was not part of the visit. I guess this is an ok amount as it wasn't a rowdy events where we were all doing shots.

To be honest, the owner can check the receipt for the table and see where you were sitting then check it out on CCTV so he will know you are with the puker.
Whether or not you had been drinking a lot, someone in the group had. I would hope for the best and report what was seen, without saying the puker was with you, but don't mix the two events again.
If questioned by RE have an explanation ready

teendude

Lawpf2001 wrote: »

That's a good point but I only had one pint that came with my meal and one after which was not part of the visit. I guess this is an ok amount as it wasn't a rowdy events where we were all doing shots.

If its about the cleanliness of the toilets or whatever then say they were clean. Then in the comments section at the end say that there was sick on the floor but a member of staff cleaned it up pretty quickly.

It's the same way on food visits they usually say to give the staff members a chance to clean the tables before reporting that it is untidy. If that makes sense.

Lawpf2001

serendipity2706 wrote: »

To be honest, the owner can check the receipt for the table and see where you were sitting then check it out on CCTV so he will know you are with the puker.
Whether or not you had been drinking a lot, someone in the group had. I would hope for the best and report what was seen, without saying the puker was with you, but don't mix the two events again.
If questioned by RE have an explanation ready

Thanks for the help I think this is the best way to go. I think the puke was mostly due to alcohol consumed before arriving with other members of the team. I think I will put added emphasis on how I think the staff dealt with the situation in a professional manner.

marvellousaunt

Check if there are details in your scenario. For instance, in other places, if a member of staff cleans something during your visit, you have to report that it is clean. It's not unreasonable for a mess to occur, you're reporting on how the MOS handle it. In this instance, they seemed to clean it up straightaway.

Becles

Be careful doing visits in places that you regularly visit. It's not really a fair measure of service if you are already known to the staff.

HeavensDevil

[QUOTE=berbastrike;50711741]THIS confused me too[/QUOTE]

Glad it wasn't just me

Just having a re-read of the two questions, and I think I've worked out the difference - the second question asks for a paragraph about your overall impressions and the first one asks for a comment to outline these impressions. So I've gone backwards and written a paragraph consisting of a fair few sentences for the second question, and will now summarise this in a single sentence for the first question.

Lawpf2001

Becles wrote: »

Be careful doing visits in places that you regularly visit. It's not really a fair measure of service if you are already known to the staff.

I'm aware of this and don't think I would be recognised by the bar staff. They have only just newly re-opened so have new staff working.

Anyway question answered thanks all will now write the report.

Big_Graeme

Lawpf2001 wrote: »

Thanks for the help I think this is the best way to go. I think the puke was mostly due to alcohol consumed before arriving with other members of the team. I think I will put added emphasis on how I think the staff dealt with the situation in a professional manner.

^This^

If it is the chain I am thinking of they are a pain in the rear if there is anything in their reports they don't like, they check CCTV to confirm EVERYTHING so just make sure you put what happened.