Keeping Reports Factual

stock writingAs we begin a new year and reenergize our mystery shopping efforts, it is also a good time to look at some of our reporting habits. Many of us fall into routine, especially if we do the same types of shops multiple times. Make your reports more interesting and, in turn, your job more creative with some of the following tips.

  • Mystery shopping is an evaluation of the service you receive at the time of your visit to ANY establishment. You are the “fly on the wall” for management, and they are looking to “see” what is happening during your visit.
  • Use objectivity, not your emotions, when reporting on what you experienced. Your comments should reflect what happened during your interaction, not how you reacted to the situation.
  • Be factual but creative in your writing. Many times we see the same exact comments over and over again from the same shoppers. We know that every experience is NOT the same, and we ask that you use resources available for language development to make your reports interesting to read.
  • Observe, observe, observe. That is your job. The more detail and facts you can report, the better management is able to train and coach their staff on developing better customer service skills.

As resolutions and goals are made for 2016, look for ways to improve your reporting. This could result in more work and mystery shops for you in the new year!

Let us know your goals for your mystery shopping business in 2016. Share with us in the comment section below.

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About Market Viewpoint

Market Viewpoint offers comprehensive mystery shopping services, complete customer service audits, employee and customer surveys, customer focused marketing strategies, and customer service training to help you improve your customer service and outshine your competition.
This entry was posted in Business Tip, Market Viewpoint, Mystery Shopping, Writing Tips and tagged , , , , , , , . Bookmark the permalink.

2 Responses to Keeping Reports Factual

  1. David Mayo says:

    Some clients and or editors do not want a shopper to be factual. One editor REWROTE MY NARRATIVE and sent it to me with a side note explaining my report was too negative. The editor stated she was afraid the client would be “UPSET”. If I wrote that evaluation it could have been justifiably invalidated for falsification.

    A few months later the location I evaluated closed as there were other like fast casual restaurants in that mall that could give customers cleanliness, good food and get customers back to work in a timely manner.

    I doubt the franchisee knew they were getting a “Pollyanna” report. If they had a choice, I am sure they would have rather had the opportunity to “fix things” if they only knew. I am sure they were “upset” when they had to close that location.

    Before I retired I had a position where I treated my employer like a client and I was a consultant. Confidentiality and integrity and common sense were required. If I was assigned to perform and investigate an issue I would review it with the professional that assigned the task rather than the client. When I freelanced I could speak directly with my clients and mentor them. I resolved many “misunderstandings” to the mutual benefit of the participants. My objective was to help people get what they want.

  2. Pingback: Don’t “Twitter” Away the Validity of Your Mystery Shop | Market Viewpoint

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