One of the most challenging things on most mystery shopping reports is getting the name of the employee who served or waited on you.
After all, how can a manager recognize and reward employees who earn a good secret shopping score if they don’t know who served you?
Sometimes, however, it is nearly impossible to see a name tag, or you may not have a direct interaction with an employee to be able to ask their name, so you need to describe the individual.
Below are a few simple rules to follow when describing someone:
- In our multi-cultural society, we cannot always assume we know the ethnicity of the individual with whom we are speaking or interacting, so we ask that you not try to guess.
- It is also impolite to use words such as large, fat, thin, short, etc. Don’t write a description in a report that you would not say to someone’s face. (I know, some of you will tell me you are an honest person and would say these things, but it’s still not polite!)
- Description fields on mystery shopping reports are not the place to voice your opinion on the individual’s choice of clothing, piercings or cologne. If you are asked your opinion in another section, then you can express it there. If you were very offended by someone’s appearance, send a separate email to your scheduler. They will handle it “off the report” with the client.
When describing employees description such as gender, height, hair color, eye color (if you get that close), what they are wearing and any distinctive features – such as glasses, piercings or jewelry – will likely be enough to help our clients identify the employee you were served by.
When incorrect or impolite descriptions are used, it creates a different tone to your observations. It may cause those who are reading your report to think you were biased one way or another based on the appearance of the person, not on the service.
Keep it simple and report on what you know for sure.
Have a question on how to describe someone? Leave a comment below or on our Facebook page.