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June 30, 2017 07:52PM
Hi, fellow mystery shoppers! This is Tony from South Florida. Glad to be among similar minded people. I'll just throw a quick question with my introduction. Having worked in retail for some time before I became a mystery shopper, I know that it can be stressful. How often do you take into account factors such as short hours and minimum wage when evaluating employee service and attitude, if ever you do have to evaluate performance and service? I've seen my fair share of frustrated employees who don't seem to want to assist customers and I always kind of had a heart for them because I knew that they don't really want to work where they're at right now. Thanks guys, and great to be here.
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June 30, 2017 07:55PM
Little to none. We don't get paid to make those assumptions. As far as them providing crappy customer service because it's not the job they want, that is not an excuse. Like it or not, we provide feedback on the client's standards, not our own and not the employee's.

Equal rights for others does not mean fewer rights for you. It's not pie.
"I prefer someone who burns the flag and then wraps themselves up in the Constitution over someone who burns the Constitution and then wraps themselves up in the flag." -Molly Ivins
Never try to teach a pig to sing. It's a waste of your time and it really annoys the pig.
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June 30, 2017 08:10PM
@tonyellen99gmail.com wrote:

How often do you take into account factors such as short hours and minimum wage when evaluating employee service and attitude, if ever you do have to evaluate performance and service? I've seen my fair share of frustrated employees who don't seem to want to assist customers and I always kind of had a heart for them because I knew that they don't really want to work where they're at right now.

Never. If an ethical person dislikes where he works, his performance should not reflect that. If he is content to collect the salary he is being paid, he should perform the job according to the specifications he was given. A mystery shopper is paid to report what he sees. If a mystery shopper sees "frustrated employees who don't seem to want to assist customers," it is not kind hearted to report that they are assisting customers if they are not. When I take payment to report what I see, I report what I see, very objectively.
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July 02, 2017 08:37PM
I stretch a little. For example, I'd rather a CSA say "Hi. Welcome to Panda Express. Would you like to try our new General Tso's Chicken?" With a full smile, continuous eye contact and an upbeat tone of voice. But if, instead, they say "Hi, Welcome to Panda. Do you want a sample of the chicken?" as they point to the General Tso's chicken then I consider that a pleasant opening statement even if they weren't smiling ear to ear and they turned away for a moment to check out a passerby-er. Welcome to the forum.
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July 04, 2017 01:51AM
I'm with Lisa and roflwofl on this one. We are supposed to evaluate performance, not judge reasons. I don't let an employee's problems become mine.
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July 06, 2017 02:30AM
General rule of thumb, just be objective. Tell the story how it happened without adding emotion or subjective comments. Ie... Say, "When the associate took my order, they did not greet me or smile." Don't say, "The associate took my order, and they may have been having a rough day because they were not friendly."
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