TIP / Story: Did you forget to ask for the paperwork or did they forget to give it to you?

I'm new to mystery shopping, but thought I would share this teachable moment.

On Friday I did an assignment where I visited a business to inquire about membership to see how staff would handled it. Everything went well and I enjoyed the assignment.

On the way home, I realized I never received two pieces of print material which was needed for reporting. While I do feel this was information they should have provided to persuade me to join, I also never asked for it.

I was annoyed at myself. I cursed at myself on the way home. While I was aggravated at myself, I realized I needed to accept this L and remember it as a learning lesson.

Uploading images of the paperwork was a requirement for the report. I would not be able to submit the report without the images. I decided to make a simple jpeg that said I never received x and x during my visit and submitted it with my report.

I felt this was the best I could do. I'll be able to submit the report, provide the MSC with information that would help the client and take this L as a teachable moment.

I woke up this morning to and unexpected email that the report was accepted and approved!

I felt this could have gone either way and I would have accepted it regardless. I am pleased with the end result.

Greg
South Florida: Broward and Palm Beach County

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In my opinion, you did the right thing.

Many times when a receipt is required, it will say something like, "If a receipt is not offered, please ask for one".

If they used the two required documents in their presentation, I could see where you would have had a chance to ask for copies. If they did not use them in their presentation, how would you have known to ask for a document you had not seen?

Many places like banks or apartments will have a set package they should provide to you. Or you can always ask, do you have anything I can take with me?

Edited 1 time(s). Last edit at 11/06/2022 02:56PM by wrosie.

Nice recovery work ! Great your shop was accepted !

If I was not too far away (after realizing what I had done), I've actually turned around and gone back in. Said something like "I'm still shopping around but really like the benefits of your memberships. Do you have anything you can give me so I don't mix your membership up with another one I visit?"

Also, sometimes memberships like gyms run out of the printed rate sheets. I just take a pic of the laminated one kept at the front desk or some have the details posted on a board.

Edited 1 time(s). Last edit at 11/09/2022 07:57AM by Zek.

Tip for those who have not yet done this. Hi newbie, aka GSRshops. Glad you jumped right in there with a hint for people. You are definitely starting off with great ideas. But as a hint, many of us make a "cheat sheet" for each type of job we do listing the pertinent things to do or look for that might be overlooked on a shop. I keep mine in a folder and consult it in the restroom if it is a food shop or as soon as I get back in my car just to make sure I did not miss anything. That way you are still there to run back in easily to ask one last question.
You can pretend you are Columbo ...if you ever watch that TV show he is famous for starting to leave and then turning around for "one last thing."

Good thinking.

Shops will ask for lots of details and guidelines aren't always written in the most intuitive way. So when I'm learning a shop I prioritize what requirements I'm putting to memory:

1) What scenario am I playing out?
2) Photos.
3) Names / descriptions
4) Times
5) Everything else.

That way when I'm doing the shop the most crucial things are the ones that get the most attention. If I forget to mark what time I walked in I can look at the time code on the first photo I took. Maybe I wasn't specifically listening to see if the employee mentioned their club card, but I'll remember when the questions asks me. But if I forget an on-site photo or a receipt (that needs a photo), I can't rely on memory later.

As others have indicated, if I remember that I forgot something right after I, say, get in my car, I'll run back in and ask for it--the credit application, promotional brochure, a business card, etc. Doesn't happen too often these days, but I did have situations like that early on. (Even checking the cheat sheet on my phone before going in.) You can always say that you're very interested in whatever service it is, and want to take the document home so you remember the details.

I learn something new every day, but not everyday!
I've learned to never trust spell-check or my phone's auto-fill feature.

Great recovery, and great attitude realizing, they might not accept it with the mistake.

They often do, so worth submitting what you achieved.
I have had a shop refused because I missed one name. It would have felt awkward to ask the name of a person who just pointed to an aisle, but lesson learned, ask!

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TIP / Story: Did you forget to ask for the paperwork or did they forget to give it to you?

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