Apparently I got a whopping zero on a recent secret shopper. I helped them with everything, walked to product, wasn't rude, etc, but I failed to acknowledge them. What that means is I don't proactively say "Hello" to everyone (Even the family that was in the middle of a discussion among themselves as they walked passed me. A comanager saw that and said I should have interrupted them and said "Hello". ???)
Personally, I've stopped caring about this bullcrap. But then the comanager says "And you know, these bad shops impact MY bonuses". I just about lost it at that point, honestly I tried not to laugh, but I'm sure I cracked a smile. Do comanagers actually think we CARE about their bonuses, when we only get a 5 cent raise every 6 months?
She might try and get me written up for it later, but whatever, I won't sign it.
I'll be leaving in about 2 months anyway, right after my vacation and personal days are taken!
I would have, personally, laughed my ass off in front of their face. However, i'm not one of these people who think that kissing ass and playing the slave is appropriate.
Knowing myself I would have probably been like "Hear-say." Being as that is exactly what it is. Secret shoppers are total *******s and get things wrong ALL the time. Just like Taste of Mexico: Secret Shoppers are a waste of time, money, and energy.
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Would you like fries with th... I mean, your milk in a bag?
Oh, I definitely plan on being much more confrontational if they plan to write me up.
I've had secret shoppers blatantly lie about me before (although in a positive light): I work in the meat department, and one of the secret shoppers said I "told them how long to cook a piece of meat and what temperature". Personally, I *never* tell a customer how to cook the meat, because in the off-chance I say the wrong thing and they get sick, I don't want them coming back at me. I always tell them to either google it, or show them one of the recipe cards we have.
It's pretty obvious who mystery shoppers are. They'll ask more questions than most people. They'll specifically ask where something is. If you actually want to pass every single mystery shop, just say hi to everyone and then when they start asking questions answer the questions, and then offer to take them to whatever it is they want. And, yes, getting recipe card is absolutely okay. Probably better than just telling them a temperature to cook food to. As far as feeling comfortable advising people on cooking temp... just tell folks 165 degree internal temp, that'll cover all your bases. Anything else is on them. If they want it rare, they want it rare and that's their choice.
Also, part of mystery shops is something called non-verbal engagement. Just make eye contact and smile. Use cues from the customer and determine if they need further assistance on your end. If they look lost, they look lost.. it's pretty easy stuff. Hope this helps.
We had one guy get 'shopped' on HIS day off. He came in white shirt, shorts, and flip flops. He ignored te person trying to get his attention and only told the person "I dunno" when asked where something was. When he came back he was pulled into the office the moment he clocked in to review the write up in need of his signature. He flat out refused. Management (our old management) got pissed. The guy said the write up stated:
"On xx/xx/xxxx you failed to acknowledge the customer. No greet, eye contact, engage, escort, or parting comment was used. This will bit be tolorated in a company th at prides itself in providing exceptional customer service. Any further instances, will result in future disciplinary action up to and inclusion termination of employment."
Union was in his favor and the write up was null and void. Up until the guy went on to a much better job opportunity, management was pretty cold towards him afterwards.
-- Edited by mega-kitteh on Tuesday 28th of April 2015 06:16:51 AM
The worst possible day too, since I was pretty much on a brink of a breakdown and actually did cry a couple of times during my shift. She wanted to know about the cold-to-go that was marked down. She asked how long can it stay after she buys it. The date said the 27th, so I told her that I wouldn't go more than a day or two after to eat it (it tastes like crap after a day it was cooked anyways). Then she asked about the rotisseries and asked when the prices were raised (they raised the prices twice, both of which I was unaware of until I looked at the signs--would be nice to know that they were raised), and I flat out told her that I was unaware of this new price because simply put, I really haven't been at work enough to take notice of it (the joys of being on the bottom of the barrel?). Then she wanted some items from the deli counter. I gave her her stuff, said "have a nice day", etc. Then she CAME BACK, and said she forgot something.
I did overhear her say she was gonna file a complaint about the whole chicken prices.
For a company that "prides itself in providing exceptional customer service", they're doing a crap job at it. Understaffed departments, out of stock product on more than one occasion (for several days; we ran out of cole slaw for almost a week), and essentially stalking, because if a customer is interacting with someone else, I am not going to stop everything and say hi. That might aggravate them.
We had one guy get 'shopped' on HIS day off. He came in white shirt, shorts, and flip flops. He ignored te person trying to get his attention and only told the person "I dunno" when asked where something was. When he came back he was pulled into the office the moment he clocked in to review the write up in need of his signature. He flat out refused. Management (our old management) got pissed. The guy said the write up stated:
"On xx/xx/xxxx you failed to acknowledge the customer. No greet, eye contact, engage, escort, or parting comment was used. This will bit be tolorated in a company th at prides itself in providing exceptional customer service. Any further instances, will result in future disciplinary action up to and inclusion termination of employment."
Union was in his favor and the write up was null and void. Up until the guy went on to a much better job opportunity, management was pretty cold towards him afterwards.
-- Edited by mega-kitteh on Tuesday 28th of April 2015 06:16:51 AM
So they wanted him to go against company policy and work off the clock? He should have got a 10 on his secret shop for following company policy.
We have a mostly white store so you know every person that is out of place. I know the secret shopper before she even walks up to me. Not trying to say anything but the hood stores beat the white stores badly in these all the time.
But then the comanager says "And you know, these bad shops impact MY bonuses".
Really?! Well now I wanna fail on purpose just so I don't help line their pockets off of our hard work. It's also why the hours get tight during the holidays.
