Mystery shopping requires neutrality when it comes to creating and submitting reports to make sure you are doing the best job possible for your mystery shopping client. Sure, you are the customer and the staff working in the store may need more training in customer service, but when on assignment, remember that you were hired as a mystery shopper and are not just a regular customer. This means, you must provide the client that hired you with the facts, not your sentiments, about your mystery shopping.
The goal of secret shopping is to offer clients a “fly on the wall” perspective of what’s going on in their store. This requires you to report the events objectively and factually and not taint the information with your emotional opinions about the experience.
Here are some tips on how to successfully create non-biased reports for your clients…
- Only report the facts. Never attempt to include your feelings, even if you felt embarrassed or disrespected by a particular staff member.
- If there is a situation that you feel management really should know about so they can address it, choose your words carefully so as not to risk insulting your client.
- Never give them your own opinion of what might be good for their company. These people don’t need your advice on how to handle a situation, they just need your insight into what is actually happening because they can’t be everywhere at once to see it themselves.
- Do not be too specific about details pertaining to the cleanliness or organization of the store unless the task requires you to do so. As much as possible, stick to the instructions and only report on what is requested. No more and no less.
- Always keep a positive tone. There are many ways you can make your clients aware of their organization’s weaknesses without insulting them in the process. Be tactful.
Keep in mind that the job of a mystery shopper is to simply report back to the client what he or she would like to know about how their establishment functions when they are not there. It’s not your job to catch and call out a lazy staff member. Stay objective and you will inevitably earn the status of a good mystery shopper.