If someone gets a bad comment on the survey, does your store management read the comment out loud or do they keep it private for the individual it is about?
Yesterday someone in my store got a not very flattering comment. They weren't mentioned by name but it was obvious who they were talking about because they used this person's job title in the comment. Something tells me it was a fake comment or a former disgruntled employee because the visit time doesn't seem right for a customer, and it was just a pretty mean comment to be reading out loud. Apparently our store manager read it out loud at the huddle, while the person the comment referenced was right in the room!!
Needless to say when i came in at 1, she showed me the comment right away. I feel like this should have been a private matter between the store manager and the person this comment was about because it must have been embarrassing to him to read it out loud.
Wow I've never heard of that happening in our store! They love reading positive comments, especially ones with associate names in them (though I get a sneaking suspicion from time to time that some are written by an associate's friends, but that's a different story altogether...).
But yeah that seems highly unprofessional. What's that saying? "Criticize in private, praise in public"
Our manager reads bad OSAT out loud in huddles but leaves out the associates name. They "may we missed xxx on our survey in xxx dept." Then he will pull aside the person that got the bad osat score in private to discuss. That way we never know who messed up.
