Most clients begin a mystery shopping program as a way to have an extra set of eyes evaluate the customer service their staff is extending to customers and prospective clients. Many come to recognize the value of very good reporting in helping their staff develop and grow to new levels of delivering excellent customer satisfaction, new job opportunities, and growth for the organization.
In the same way, many mystery shoppers begin to shop as a way to earn extra cash for being out doing what they do every day. As time goes on, though, they begin to see the difference that caring about what they do makes to so many.
Your job as a mystery shopper has huge implications for individuals, for companies, and even for entire industries. In most cases, your information is shared with the top-tier management, regional and divisional staff, all the way down to the individuals whom you have encountered in a store, restaurant or bank. The observations you make and the words you choose to report what you see can create bonuses, free lunches, promotions and even operational changes for staff members and companies.
This is serious work!
Embrace what you do.
Be accountable for it.
When you receive your assignment, make sure you read all instructions and review the form way before your due date or setting out for the shop. If you have questions or something is not clear, contact your account manager. The more you know and understand, the better report you will submit.
Once at the location, have a mental checklist of the items you need to review.
Ask appropriate questions.
When you have returned to your car, pulled away from the location and stopped at the next coffee shop or shopping center, write down as many of your observations as possible so that when you return to your computer, you can give a full account of all that you saw and heard.
Know that your job is important.
When writing up your report, take care to give details. Give an objective recall of your interaction until you are asked for your opinion. When giving your opinion, write it with compassion and care, knowing your words can change someone’s job or feeling about themselves.
Love your job.
Do it with passion and kindness for the people you are writing about.
You do make a difference!