I've been doing mystery shopping now for four months. I started mystery shopping to bring a little income in the house as my kids are in private school and I am a stay at home mom. I've been doing about 10 or so a week, having a great time doing it and been receiving great comments from editors on a regular basis. I totally respect that if an editor lets me know I have made an error and it is always a great learning experience. So far until today, any criticism which of course there is some as I am still learning has been made with respect from the editor.

That was until just now!...

Yesterday I did my first (and last) shop for CSA. I just received what I felt was a very disrespectful email from the editor who told me to "follow directions!" and a few other things.

No amount of money, especially such a small amount of money is worth being disrespected by someone after working so hard on a shop.

The survey itself was the first one I have done that had some confusing information on it. There was only one employee in the store I was in, and she took on two roles in the location. However, the survey asked about both roles so I wrote her (as there was no one else) in in both sections. The survey was very unclear and I had followed directions after studying them the way I understood them. Regardless of any of that, I think respect is due even if I am told I've not responded in the way they wanted me to. I put a lot of time and effort into the shop.

Thanks for letting me vent...

Edited 2 time(s). Last edit at 10/15/2011 05:11AM by julieann.

I know which shops you're talking about. I normally don't have a problem, but a couple of months ago I did something similar. However, my experience was just the opposite. A nice e-mail, the opportunity to explain and ask the best way to handle it and then about 5 minutes to cut, paste and resubmit. I like them and that job here usually includes a good bonus. It's terrible you had a bad experience on your very first shop!

Ya, it's amazing how an attitude from an editor can make or break an experience! I'm sure whoever is in charge would be appalled if they saw what I received. I'm a very conscientious shopper and don't do sloppy work.

Please send me the complete email received from your editor. Thanks.

julieann
That is inexcusable. How about contacting the sheduler and explaining in detail why you will not work for them again. I do not blame you if you do not want to take the time. Wow 10 a week = you rule.


Cyn

Hi Julie!
Thanks for your quick response. I can see how you might have taken this email the wrong way, however, I assure you that our editor does not intend to be insulting with these comments. All corrections are intended as constructive criticism with the intention that future shops are completed correctly the first time around. Because she edits hundreds of shops in a month, the standard answers you were sent were most likely cut and pasted from somewhere, thus the reiteration to read the instructions multiple times. Most shoppers look at the form but NOT the instructions, and thus do not complete the online portion correctly. As far as the form goes, this comes from the client with little or no input from CSA, but I apologize for any confusion on your part. Hope this helps to explain, and good luck and happy shopping in the future!

Noelle Condon - CEO
www.consumerserviceanalysis.com
Consumer Service Analysis, Inc.
Hawaii's Premier Mystery Shopping Provider
(808)347-6762 (cell)
From: julie
To: Noelle Condon <noelle@consumerserviceanalysis.com>
Sent: Friday, October 14, 2011 3:15 PM
Subject: Re: your post on mysteryshopforum.com

Sure Noelle.... Thank you. I know how to follow directions. It was just very confusing to me when I had one employee that did both cashier and sales. Thank you for your request....

Here is the email:

Your evaluation of Food Pantry for Consumer Service Analysis Inc. has been reviewed.

Shop Grade: 8

Comments: *Guidelines state that you can only rate one associate once, not twice. You cannot rate the same person twice! Please review the guidelines and follow directions!
*You specifically stated twice she made some suggestions and then gave her an NA for making suggestive sales. She should get credit for her suggestion.
*Going the extra mile is not performing the standard tasks expected of her, even when she does them well. Look at the directions again.

Hi Noelle,

Thank you so much for showing your concern. I appreciate you responding. I guess with email things may not be communicated as clear as they should be. However, I do not appreciate putting so much effort into something as I did and being told "follow directions!". I can appreciate very much constructive criticism as I am still learning and I know have a lot to learn. That is how we learn is by making mistakes. What I don't appreciate though is the attitude that I am not following directions (with an exclamation mark by the editor) when I read all the pages of directions, drove across the valley in 100 degree heat, parked and walked quite a way to the location, performed my shop, drove back home and input the report to the best of my ability even though the survey was unclear since there was just one employee in the location who performed two different tasks. I would have totally understood if I was told respectfully that I had made an error and the way it should have been done with one employee that performed two tasks was explained more clearly or indicated clearly on the survey. But to be told "follow directions!" really felt like a slap across the face after all I had put into it and I feel is not respectful. And that is what this is all about to me. Most editors I have dealt with so far have sensitivity to how hard we work and treat us respectfully. I followed the directions the way that I understood them, it was not that I was ignoring or not following directions. When it came down to the survey...I answered the questions as best as I could with the information I had studied.

But again, thanks Noelle for your concern for the matter.

cynb Wrote:
-------------------------------------------------------
> julieann
> That is inexcusable. How about contacting the
> sheduler and explaining in detail why you will not
> work for them again. I do not blame you if you do
> not want to take the time. Wow 10 a week = you
> rule.
>
>
> Cyn


Hi Cyn,

Is 10 a week a lot? I'll tell my husband that, LOL. He keeps wondering why I'm not doing more. :-)

julieann

Noelle...
It still leaves open the issue of one store one employee. No matter what the client requests one employee is still one employee.