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Volition Shopper Forum – Chat with other shoppers, mystery shop company employees, etc. about assignments, how to mystery shop more effectively, positives and negatives about different companies.
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– Chat with other shoppers, mystery shop company employees, etc. about assignments, how to mystery shop more effectively, positives and negatives about different companies.
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Helpful Hints
Top Ten Shopper Mistakes
Report Writing Tips
Helpful hints on how to become and effective, efficient mystery shopper
v Prepare yourself! Review both the guidelines and the blank report online thoroughly before visiting the facility. You must know what to look for. Some shops also require that you call our office to review the assignment with our staff. Please be sure to call during business hours, Monday through Friday from 8:30 a.m. to 5:00 p.m. Central Time. If you call too late or wait until the last minute, you may not be able to review the assignment properly.
v Wait to upload your shop guidelines until the first day of your assignment window. For example, if you are assigned a shop to be completed between January 14 and January 25, please wait until January 14 to upload the guidelines. Some instructions change from month to month, and this way, you will ensure that you are reading the proper guidelines for the assignment you have received. If there is any contradiction or any doubt as to how the shop should be completed, please ask!
v Keep your contact information in your shop log current. Check that your telephone numbers and email address are correct so that, in the event that we need to contact you, we have the appropriate information to do so. If you know in advance that you will not be available at your usual contacts, please let us know as soon as possible. We can then either edit the shop more quickly or request an alternate way of reaching you if follow-up is needed. Remember that if we need additional information and are not able to get in touch with you, this can affect whether or not the shop is accepted.
v After submitting your report, plan to be available by both phone and email in case additional information is needed for the shop. In most cases, the report will be edited within two to four days of it being submitted, and if additional information is required, the editor will then contact you. If we cannot reach you by either phone or email, we may not be able to use the report, which also means that you will not be paid or reimbursed for the assignment. Responding to requests for additional information in a timely manner is appreciated as well.
v If you have any questions on any portion of an assignment – the dates, requirements, any of the instructions – PLEASE ASK! We are here to help you and to make sure that you have the tools to complete your assignment properly! Please do not hesitate to call our office or email us. There is no such thing as a silly question if it helps you understand the assignment more fully and allows you to complete it properly.
v Once you accept an assignment, you must complete it. Accepting an assignment and not completing the shop will result in your being removed from our database. If you find that you have accepted a shop and will not be able to complete it in the time frame specified, contact your scheduler IMMEDIATELY. Depending on the assignment, it may be possible for the dates to be extended. The sooner you contact your scheduler about any issues, the more likely it will be that you will maintain a positive record with the company. Communication is key, so do not be afraid to contact us if there is a problem in any way.
v When taking notes …( i.e. times and names):
1. Pretend to make a telephone call and jot down notes while on the telephone.
2. Take notes under the table – BUT PLEASE BE DISCREET. This usually only works if there is a long tablecloth that will cover what you are doing.
3. Go to the restroom and write down notes
4. Bring a crossword puzzle and write notes in the spaces. (Please do not do this for fine dining assignments. This is only for fast food or casual shops.)
5. Put a tape recorder in your jacket or purse.
6. Send a quick text message to your partner, or have your partner send you a message.
7. If you have a Blackberry, PDA or other similar mobile device, jot down a note or two quickly and discreetly.
v As soon as you get to the parking lot, sit in the car and write down everything you can, or call and leave yourself a detailed message on your machine at home. If possible, print the report ahead of time and fill it out in your car, while the information is fresh in your mind. If you forgot something, like checking the restroom, you can sometimes run back in and do that. DO NOT bring the report inside with you! If anyone in the restaurant or store sees you with the form, the shop will be void.
v The most important thing to remember in almost all cases is NAMES. You must know the names of the people you encounter or have very good descriptions of them. Employees cannot be rewarded for good work if you do not mention who they were. When describing the employee, follow this format: race, gender, approximate age, height, hair color and style, and any distinguishing characteristics such as glasses, a beard, a mustache, etc. Do not mention weight or body build. You can get names from employees’ nametags or from your check, or you can ask another employee. If you feel comfortable, you can even ask the employee’s name in conversation, but please be subtle.
v If your assignment information indicates the number of guests required, please do not deviate from that number in any way. A shop for one guest is just that – for one person only. Many restaurant shops are for two adults only, and children may not accompany you. Please do not try to bring extra guests, meet people at the restaurant and ask for separate checks, or bring your children on a shop that specifically asks that adults only be present. If our client informs us that we have submitted false information about the number of guests, this will affect your future with our company.
v Watch everything around you. Are all guests getting good service, or just you? Are all guests paying for their drinks, or just you? How is the atmosphere? Are people having fun? Did you notice that six tables have dirty plates stacked up on them? Are servers and/or bartenders hiding in the corners or chatting with each other? Is the music appropriate? These are all important observations to make.
v Remember that your comments are the most important part of the evaluation. Make sure your narrative matches your answers to the questions in the evaluation and is clear, concise and objective. State facts, not opinions. Our job is to provide factual information for the clients, who will draw their own conclusions and make their own decisions based on that information. If you are not sure about an incident and cannot provide details, do not mention it. We must be able to back up what we report.
v A sample report is usually provided for each shop you do. Make sure your report resembles the sample in format, length and detail. Plagiarism of the sample will not be tolerated, and may jeopardize your future with Customer Impact. Your comments should never parrot the sample directly, word for word. All visits are unique, and our client expects unique reports for each visit as well.
v When filling out a report, if you take off points or mark “No” for a question, you must put a comment in the appropriate comment section. For example, if you mark No for the question, “Did the hostess address you by name?” then we need a specific statement in your comments that says, “The hostess did not address me by name.”
v Do not order the same food items as your partner. We send two shoppers so we can evaluate more food. If you shop one location several times, do not order the same items each time you go.
v If your assignment is to order two items each, please do so. Order the item even if you are full. You can look at it, take one bite and either push it away or take it home. DO NOT order food to go. Remember also that if you order more food or beverage items than are called for in the guidelines, do so with the understanding that you will not be reimbursed for the additional expenditures and that our client may choose not to accept the report. Please stick to the ordering guidelines you are given.
v Please remember that you are representing the mystery shopping company. Be polite and professional at all times, even if it is the worst experience you have ever had. Remember that your factual, objective report will clearly tell our client how poor the experience was, without any attention being drawn to this at the time of your visit. Please do not call the restaurant to complain after a poor visit either. Rest assured that the management will see the report you submit and use that to correct the problem.
v Above all, be discreet and maintain a low profile. Try to avoid drawing undue attention to yourself by mentioning special occasions (unless specifically requested by the client), taking pictures of yourself while performing the shop, ordering far more than the guidelines authorize, complaining multiple times to the management, asking tons of questions or creating problems with the service. If you receive a meal that is inedible, then it is fine for you to send it back, provided that you explain the issue in the narrative and describe how it was handled. Remember, once you are spotted or identified as a shopper, we can no longer use you. If a guest joins you, they must also be fully aware of the importance of not being recognized and of confidentiality. Your guest does not necessarily need to know all of the specifics of the assignment, but should understand the ordering requirements that need to be followed and that being inconspicuous is of the greatest importance.
BEFORE SUBMITTING YOUR REPORT TO US, READ IT AGAIN AS IF YOU WERE THE OWNER. ASK YOURSELF:
· Did I highlight at least one thing that will be helpful?
· Does the report touch on both positive and negative items?
· Is all the information clearly stated, in an objective and factual manner?
· Does the commentary match the evaluation scores?
· Did I comment on all questions that I answered “No”?
· Did I proofread the comments and spell check them?
· Did I send the correct receipt, with my name and the tip amount (if applicable) written on it?
Top Ten Shopper Mistakes
These are the mistakes that we see most often. Many of these could lead to your shop not being accepted and your not being paid.
- Not commenting on the “No” answers. – Remember to check each one carefully and provide a direct, specific comment to address it.
- Not responding to an editor’s request for additional information. – Please be sure to check your email and voicemail within two to four days of submitting the report, and respond to any questions as soon as you are able. Remember that we have a responsibility to ensure that our clients receive their information in a timely manner.
- Not submitting the report within 24 hours. – All reports are due within this time frame. If you have extenuating circumstances and will not be able to meet the deadline, please let us know immediately. We are more likely to be able to work with you if you contact us right away, rather than waiting until several days after shop has been completed. Always check your shop log to ensure that your report is listed as “Completed” after you submit it. If it does not say “Completed,” then we do not have the report.
- Visiting the wrong location. – Check the address carefully, and if there is any question, contact us and ask.
- Performing the shop during the wrong dates or times. – Carefully make note of the dates and times required and ensure that you conduct your visit at the appropriate time.
- Not reading the shopper instructions AND the form before performing the shop. – Read all of the information you receive very carefully, and if you have any questions at all, please contact us. We are here to help and to make sure that you understand all of the requirements.
- Purchasing the wrong items. – Follow any purchasing/food ordering instructions exactly as they are written, and do not purchase too much or too little.
- Writing opinions instead of facts, and commenting more on what the shoppers did than what the employees did. – Keep your comments as objective as possible and focus on the staff and their actions, rather than your own actions.
- Not using spell check. – There is a spell check program available on the website that will check all sections for you. If that does not work for some reason, please use an online aid, like SpellChecker.net, or a word processing-type document, to check your spelling.
- Asking too many questions of the employees and giving yourself away. – Keep your questions to a minimum and act as though you are a normal customer. Try to be as inconspicuous as possible.
Report Writing Tips
Here are some tips that will hopefully help you prepare a more appropriately formatted, complete report.
v Comments should always be objective, unless the shop instructions indicate otherwise. Objective means that the comments are factual and provable. Opinions or assumptions about what occurs are subjective and should not be included in reports unless the client particularly asks you for opinions. Some examples of objective vs. subjective comments are:
Subjective: Amanda was a terrible server and should be fired.
Objective: Amanda did not smile at any time while serving us, and she did not check back on us at any time after we received our food. We had to ask other servers for assistance, as she was not attentive to our needs.
Subjective: The restroom was filthy and absolutely disgusting.
Objective: The restroom had paper towels and toilet paper on the floor, and there were stains in the toilets, some of which had not been flushed. The counters were littered with trash as well.
Subjective: The Cheesecake was so delicious that we wanted to lick the plate.
Objective: The Cheesecake was creamy and smooth, with a sweet flavor. It tasted delicious.
Try to strive for objectivity at all times, giving our clients facts rather than personal impressions or feelings. This can sometimes be hard when describing food items, but remember that we are being asked to rate the food based on the restaurant’s standards, not our personal standards or standards of other restaurants. Do not compare the food to that at another establishment unless you are specifically asked to do so.
v Along the same lines as being objective, remember that our job is not to tell our clients how to change, or what to change. Our job is to provide them with factual information that allows them to determine the best course of action to take. Tell them exactly where the problem was, rather than how you feel they should fix it. Here are a few examples.
Incorrect: The tile needs to be regrouted.
Correct: The tile grout was dirty and looked old.
Incorrect: The servers need to be taught how to upsell alcoholic beverages.
Correct: The servers did not upsell alcoholic beverages.
v When writing a narrative that is somewhat lengthy, as with most Service comments for restaurant assignments, break the details up into multiple paragraphs instead of writing one long paragraph. It makes the comments easier to read and helps with the flow of the narrative. To create a new paragraph on our Gateway reporting system, you can simply hit the “Enter” button twice at the end of a line. There is no need to indent new paragraphs. When in doubt, look at the format on the sample and use it as a guide.
v FREQUENT GRAMMAR AND SPELLING ERRORS
- definitely (not definately, definitly, etc.)
- dessert – This is often confused with “desert.” To keep the two spellings straight, try to remember this rule about the number of s’s: A desert has sand, and a dessert is something sweet.
- debris (not debree, debri)
- dining room (not dinning)
- caramel and caramelized (not carmel and carmelized)
- okay (please spell this out, rather than using OK)
- filet vs. fillet – Use filet, with one l, for beef dishes. Use fillet, with two l’s, for fish dishes. This is one that is not caught by spell check, so it is easy to confuse.
- within, without, throughout, cannot, restroom – all are one word, not two
- Suppose vs. supposed – Here is an example of the correct usage.
Incorrect: Tom was suppose to bring us lemons, but he did not.
Correct: Tom was supposed to bring us lemons, but he did not.
o “The Shrimp was tasty.” – Unless you have only one shrimp, this is actually incorrect. The word “shrimp” is both singular and plural, so if you have a dish with multiple shrimp, like Shrimp Cocktail, the correct wording is, “The Shrimp were tasty.”
- Passive Voice vs. Active Voice: This is a common error as well. When writing the comments, remember that our client is not looking for a report that is entirely about you. The comments should focus on the employees and what they did, rather than what you did. Example:
Incorrect: I walked into the restaurant and looked around to find an employee. I observed one at the podium and was immediately greeted. I was then taken to my table, where I was given a menu and then asked to enjoy my meal.
Correct: When I walked in, Adrienne immediately greeted me from the podium. She led me to my table, then presented the menu and asked me to enjoy my meal.
This makes it clear who assisted you and helps our client determine whom to praise and who may need retraining.
- Possessive vs. Plural – Remember that an apostrophe is only needed if you are making a word possessive. For example, if you talk about the server’s hair, or the bartender’s uniform, those require apostrophes. You are referring to the hair and the uniform belonging to the employees. Plural words do not need apostrophes. Examples: tomatoes, plates, floors, etc. For its/it’s, break down the word. If you can replace “it’s” with “it is,” then an apostrophe is needed. If not, do not use an apostrophe.
- Direct Quotes – Please use direct quotes as sparingly as possible in your narratives. We do not need you to directly quote every word that each person speaks. However, if a direct quote is necessary, please use the proper punctuation. There should be a comma before the quotes, and the ending punctuation should also come before the quotes. Example:
Incorrect: Mike asked “How are you”?
Mike asked “how are you”?
Correct: Mike asked, “How are you?”
v When submitting your report at our website, if you receive a message that says “Oops!” this means that your report was not submitted fully to us and will not be edited. Any time you receive an “Oops” message, you must go back to the report and correct the errors indicated in order for us to receive the information. The report will not be submitted for editing until all “Oops” on the page have been corrected in some way. Please do not assume that we will find the report and update it for you. This is most often the cause for late reports, and reports submitted late often cannot be used.
v Use proper capitalization at all times. Avoid submitting any information, either in your profile or your report, in ALL CAPS. Please properly capitalize all proper names, like employees’ names or the names of restaurants. The first word of every sentence should also be capitalized. If completing a restaurant shop, capitalize the names of the food items ordered, both in the blanks where you list them and in the first sentence of the comments you write. Example: The Crab Cakes were hot and cooked well. There was plenty of crab, and the seasoning was tasty. The crab cakes were nicely presented.
v When typing numbers, spell out all numbers from one through ten, including ten. For 11 and up, use the numerical version rather than spelling them out.
v Unless your shop instructions state otherwise, please always use the names of the employees’ in your comments, if you have them. Do not use “the server” or “the bartender” if you have that employee’s name. It should be as clear as possible who does what throughout the visit. Be careful not to overuse names, however. They do not need to be used in every sentence, as in:
Brandon greeted me in a friendly manner. Brandon asked how I was doing and if I wanted to be seated. Brandon led me to my table.
Using pronouns is acceptable, as long as it is clear to whom you are referring.
Brandon greeted me in a friendly manner. He asked how I was doing and if I wanted to be seated. He led me to my table.
v When writing your narratives, please do your best to provide the details in sequential order, so that our client can see everything in the order that it actually occurred. This helps them determine whether the flow of service was correct and whether the employees completed their tasks at the appropriate times during the meal. Please do not use exact times or make your narrative into a timeline. You do not have to record the exact time that every single thing occurs during the visit. Only record the times needed to answer the questions on the form. Examples:
o Incorrect: Sean greeted us at 5:08 p.m. He took our drink orders at 5:09 p.m. and then served them at 5:11 p.m. At 5:12, Sean asked if we would like to order an appetizer.
o Correct: Sean promptly greeted us and took our drink orders right away. He served them quickly, then asked if we would like to order an appetizer.
