Obviously, management can’t be everywhere at all times. If they’ve contracted for mystery shopping, they want to see how their facility looks, how their people respond, and what is going on through the eyes of the shopper. What they do not want, in most cases, is a mystery shopper’s opinion of how things should be running.
- Remain as objective as possible when reporting on a shop. Take the role of a news reporter – just the facts!
- Your observations of what was clean or dirty, good service or bad service are important. Your opinion of them is not needed, unless asked for.
- Keep your reporting as unemotional as possible. If you were upset by a situation, there are words that can be used that convey that without being insulting or abusive.
- If you are asked your “overall opinion or feeling” use a positive tone, even when you were disappointed with a situation.
The role of a mystery shopper is NOT to point fingers and “catch someone”. It is to report objectively and honestly on what was observed at that moment in time.
Did you conduct a particular shop where it was hard to remain objective? Tell us (no store names, please) about it so we can all learn! Leave your comment below.