I've been mystery shopping for about 1.5 years off and on. I just did a fast casual restaurant shop for a "desperate" scheduler and I followed everything to the letter. However; I just checked my status and the score was 0 and rejected. The evaluator's note said: Evaluator Feedback: Went to the restroom before food was dellvered and was not at the table when the food was delivered.
No where in the instructions or training modules did it say I couldn't visit prior to receiving food. One of their requirements was to observe the way the food was delivered by the employee. I was quoted 5-7 minutes for my order to be delievered, so I went to the RR straight away, and I wasn't in there 2 minutes and when I came out my food was already delivered. I'm feeling extremely frustrated right now. I've never been rejected before and I like this companies assignments. I emailed the scheduler and waiting for a reply. Any ideas if I really did do this wrong?

Yup, you did it wrong. Mark it up to experience and keep plugging along. Whenever you have a timing to do, you need to be present until the timing period is complete. I think I know the fast casual you did and indeed the timings can be very short if they are doing make aheads or very long if they start botching things in the kitchen. I always plan on visiting the restroom at the end of the visit to wash my hands. If I actually need to use the restroom, I do it before I place my order. In general with any kind of restaurant I leave the restroom visit to the end because of the need to be in place and note anything/everything that happens. I can think of only a couple of restaurant shops that want you to visit the restroom between your initial seating and your final departure from the dining room. They are always specific about those, but even then I hate to do them because my companion telling me the time the entrees arrived is not the same watch I am using for that exact timing.

Thanks for your reply...do you think it's going to affect my shopper status with the company

Possibly, but they will get over it. We all screw up sometimes, and so do they. Part of being human. Not that terribly long ago I shopped the wrong fast casual location. When I got home and realized my mistake I went to reschedule the shop to the next day and I had scheduled too late in the available dates so there was no 'next day' available. I emailed the Help Desk to confess my 'sins' and the shop was taken away from me. It did not keep me from seeing future shops at the same and similar locations. I'm sure if I made a habit of it there would be serious ramifications.

Oh I did the most perfect appliance evaluation you ever did see. Then I was questioned as to why the address on the salesperson's card did not match the address I was sent to. Uh oh. Two of the same big box stores on the same road about 7 miles apart, and I chose the wrong one.

I lucked out on a grocery store where I did that. There was a store in the 1600 block West and one in the 1400 block East of the same street and I went West instead of East. I lucked out because West had not yet been shopped, so they quickly assigned me West and accepted the report for that and the next day I went East. But not always do you get so lucky.

I would write to the company and apologize, explaining that since the minimum time frame indicated was 5-7 minutes, that you thought the food would not come before that time, and that you were back at the table in two minutes.

They did have grounds to reject the shop, so I wouldn't fight that. No guarantee, but an explanation might help them consider giving you future assignments. Some companies are more sympathetic than others but without an explanation, they might just think you're unreliable or can't follow directions.

Carol, that happened to me...did four appliance shops, and by mistake sent the wrong card for the shop. I faxed it in next day, and all is calm...happens to us and proves we're human. I've been more human lately than needed.

Just explain yourself, apologize, and be professional. If you've done many successful shops for this company before, one mess-up shouldn't be too much of a problem.

I know it can be so frustrating when you feel like you did nothing wrong and the shop is rejected anyway! I recall one of my first restaurant shops - I'll NEVER forget this - I ordered a sirloin steak and my guest ordered a New York strip. The server wrote down the wrong order (and didn't repeat it back to us), and we were both given the same steak, the sirloin.

My mistake was in not noticing - I received what I had ordered, the sirloin, and I didn't inspect my guest's plate carefully to be sure that the steak on her plate was a NY strip. At the time I didn't eat out very often and I had no idea whether the two steaks should appear noticably different or not. She'd ordered her entree with a different side and vegetable, so the plates didn't look identical, and it just never occured to me that both steaks were the same. She didn't say anything to me, probably because she didn't notice the difference herself (she almost never ate at restaurants either and certainly never ordered expensive steak), or perhaps she just didn't care, figuring that a steak's a steak.

Unfortunately the instructions for the shop specified that we were not allowed to order the same entree and so my entire shop was rejected, leaving me out more than $50 because I didn't get reimbursed. All because the server wrote down the wrong order and failed to repeat it back. I was so upset because at the time I really couldn't afford to lose that much money - I was a starving college student, and $50 for a restaurant was an absolutely unheard-of extravagence. I felt like I was being penalized because of the server's mistake, when I had done everything exactly as instructed. And it was a heavy penalty. The experience soured me on mystery shopping for years. To this day I'm still absolutely anal about inspecting my guest's plate!

Did my hotel checkin Gold passport job and clerk was wearing name tag, so, I thanked him by the name tag and he immediately took it off saying that's not his name. He introduced himself as someone else. End of job had to take pictures, so, he and Manager stood tall in front of Passport signage and sure stood out that he wasn't wearing a name tag.....he was nice, hope he doesn't get in trouble. Had I not called out his name, I would have put wrong name in the report and it might have been rejected, life happens when msing.

Irene,
I have found, especially with hotel, bank, and restaurant shops, that I had better call everyone by name, for exactly that reason. Also, if we all start using the names of eveyone who serves us, everyplace, every day, whether shopping or not, it would diffuse the idea that only shoppers use people's names! (Same reason to ALWAYS) ask for a receipt!)

walesmaven Wrote:
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I agree! I ALWAYS ask for a receipt now (probably out of habit more than anything) regardless of whether or not it is a MS. My husband is a few years younger than me, so I can do the Age Compliance shops with him, and it took him a few tries to remember to ask for one. Now he's got it!

I like the idea of always calling employees by their name, regardless of whether it's a MS or not, as well. I may have to start doing this

> Irene,
> I have found, especially with hotel, bank, and
> restaurant shops, that I had better call everyone
> by name, for exactly that reason. Also, if we all
> start using the names of eveyone who serves us,
> everyplace, every day, whether shopping or not, it
> would diffuse the idea that only shoppers use
> people's names! (Same reason to ALWAYS) ask for a
> receipt!)

seriously? i visit the restroom before every shop that i do. and they are not even restaurant shops. i don't want to get in trouble in the middle of a shop. it's like visiting the movie theater. take no chances.

I remember years ago (before msing), my Brother-in-law used to ask and always use a Server's name, and I'd say, "their not our friends, you don't need to know their names", not anymore, I think they like it and it sure serves us a purpose. Maybe that's why the reports have description as well as name.

I did the wrong jewelry store one time. I walked in and it had a wish book on the counter. That was one of the things I was to look for. So I buy my $100.00 item and plan on returning it within two days. No return required. I got home did the report and the next day I find out that the store I went in was next door to the one I was supposed to shop. I could not believe I went to the wrong store. I contacted the scheduler and set the shop up again. I did the return and then did the correct shop. Again I buy a 100.00 item. Two days later I take it back. I finished the job I was assigned. I had to make an extra trip to do the shop. I wasted a lot of time and energy and was not a happy camper but like they say I am only human. The scheduler was just happy that I was still willing to do the shop.

This sounds like a food shop I did only in this shop it was to go The instructions said go to the restroom and check it out before you get in line to order. The other way for a dine in shop you have to be at the table when your food comes. I usually check the restroom on the way out after eating and getting a refill on my drink.

I always use the restroom first so I can get it out of the way (if the shop requires it) and to turn on my DVR as I exit. Additionally, I normally shop the FF shops alone and bringing my left over food or drink into the restroom or leaving it on the table unattended is not an option.

I've also had a "rejected" shop at a zoo. I didn't read the requirements that said I had to view X number of the animal trainer type attractions and get names. I missed one, so $60 and a 2 hour drive to see monkeys and alligators bummed me.

I've done an appliance shop where NO one had a business card. The sales person nor the manager nor the front desk had one. No card, no pay. I canceled the shop and noted to the scheduler that no one had a business card. The sales person wrote his name and cell number down on a brochure, but his cell was from another state as he said he just moved. I didn't feel it was even worth my time to try writing that up.

Edited 1 time(s). Last edit at 07/12/2011 02:55AM by data1025.

data1025 Wrote:
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> I always use the restroom first so I can get it
> out of the way (if the shop requires it) and to
> turn on my DVR as I exit. Additionally, I normally
> shop the FF shops alone and bringing my left over
> food or drink into the restroom or leaving it on
> the table unattended is not an option.

I normally do the restroom check after the check has been presented and returned. My timings and observations (except for parting remarks from the host) at that point are done.
>
> I've also had a "rejected" shop at a zoo. I didn't
> read the requirements that said I had to view X
> number of the animal trainer type attractions and
> get names. I missed one, so $60 and a 2 hour drive
> to see monkeys and alligators bummed me.

Sigh. I'm sure that was a hard lesson learned, but one that will not be repeated.
>
> I've done an appliance shop where NO one had a
> business card. The sales person nor the manager
> nor the front desk had one. No card, no pay. I
> canceled the shop and noted to the scheduler that
> no one had a business card. The sales person wrote
> his name and cell number down on a brochure, but
> his cell was from another state as he said he just
> moved. I didn't feel it was even worth my time to
> try writing that up.

No way in heck would I not proceed with submitting my report and uploaded proof. Just because the cell had an out of state area code would not preclude it from being an accepted proof of visit. Cancelling a shop on or after the shop date can have a negative impact on the shopper.

Mert Wrote:
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> No way in heck would I not proceed with submitting
> my report and uploaded proof. Just because the
> cell had an out of state area code would not
> preclude it from being an accepted proof of visit.
> Cancelling a shop on or after the shop date can
> have a negative impact on the shopper.

Ditto.

Of course it also depends on the company. Most of the companies I work with would not even ask for clarification of the situation. The ones that would cajole or threaten or reject the shop for something beyond shopper control would not be offered my services in the future. And there are several companies that have caused me angst about shops where I did what I was supposed to and the location was unable or unwilling to do what they were supposed to do.

I agree with both of you. I have since learned that I will submit the shop AND be more cautious about what is "required". They have since emailed me many times asking to do the same style shops, so I don't think my reputation with them is too bad.

I just had my first shop cancelled. I was so bummed. Had my narrative all ready, did it way better than the first one. (this was my second one with this company) Thought I learned a lesson from my previous mistakes. Thought I was suppose to confirm when I submitted the job. Wrong. It was cancelled the next morning before I could input my final report. Felt really bad.

Ouch! That smarts. We all goof from time to time. Once we finish kicking ourselves, it is time to move on to new and exciting goofs. You know you have a problem if you make the same goof twice. Meanwhile you learn to love the companies that forgive you enough that they will help you salvage the shop.

Yes, and so far, I have had that experience too. I think the biggest lesson I have learned is to carefully read everything. That simply cannot be minimized. Because if it's in there, and I miss it, I really can't argue the point. Have no one to blame but me. I am getting it. Bright side: Same day, I was offered four more jobs, with another company, with each one having an added, (10.00+) bonus. Happy, happy, happy dance!

And this is definitely a business where you win some and lose some. Obviously you want to keep your losses at a minimum, but recognize that they will happen. We are all human, and you will learn pretty quickly which companies are willing to work with you in a win win environment.

I have done 4 shops that the company that represented a cellular company did not provide bussiness cards for the locations. On those I just had the rep put their name and the shops phone number on a post it note and attached it to a brochure. I explained what he situation was and I got paid for all the locations. The latest one I did said if they don't have business cars take apicture of the business. However when I did the shop they had business cardsmaybe it was because this was the main office for the company.

Sometimes we can become to pedestrian on things. Just take it as a learning experience and move on not repeating the behavior.

Don, Las Vegas


amywynn Wrote:
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> I've been mystery shopping for about 1.5 years off
> and on. I just did a fast casual restaurant shop
> for a "desperate" scheduler and I followed
> everything to the letter. However; I just checked
> my status and the score was 0 and rejected. The
> evaluator's note said: Evaluator Feedback: Went to
> the restroom before food was dellvered and was not
> at the table when the food was delivered.
> No where in the instructions or training modules
> did it say I couldn't visit prior to receiving
> food. One of their requirements was to observe
> the way the food was delivered by the employee. I
> was quoted 5-7 minutes for my order to be
> delievered, so I went to the RR straight away, and
> I wasn't in there 2 minutes and when I came out my
> food was already delivered. I'm feeling extremely
> frustrated right now. I've never been rejected
> before and I like this companies assignments. I
> emailed the scheduler and waiting for a reply.
> Any ideas if I really did do this wrong?

This title caught my eye! I had my first rejection a few weeks ago. It was for a bag designer, and the store had bags in their handbag section, where I did the shop. I missed that they also had them in their luggage section (I didn't even know they HAD a luggage section!), so because I didn't visit that department, the shop was rejected. The guidelines didn't say anything about the luggage department; they actually read as if I was going to a store exclusively for this bag designer, not a department store.

Thankfully, I was only out the time spent! And that wasn't even that bad, because I did another shop in the same mall the same day. I took the rejection a little personally! I'm something of a perfectionist, so I hated having that "1 out of 10" on my record. It took me about a week to realize, it was really NOT that big a deal, everyone makes mistakes, and I learned to be more thorough.

I was thinking, I bet a lot of shoppers have perfectionist tendencies! It's what makes us able to see all the details we need to note!

I think you are correct about the perfectionist tendencies. It certainly makes it tougher to write the reports because the line between perfectionist and obsessive is thin. But I suspect the perfectionists are preferred by many companies because the overall quality of information received.

I just did a coffee shop and HAD to check the restroom first, new requirement for this company. Read instructions, saves alot of trouble.

Usually with most shop you are to check the restroom before you sit down to order. That's what I have learned about being a shopper and I have been doing this for 3 1/2 years and I have been doing this with different companies.