Mystery Shopping – Through the Eyes of a Child

child-eyesHave you ever watched a child as they see and experience something new? They look around, up, and below. A child takes in all that they can see, hear and smell in that moment.

Young children have few filters. You know what they are thinking. A child will wrinkle their nose at an unpleasant smell, cover their ears when the noise is too loud, or shout out in delight when they like what they see!

Mystery shoppers can delight – and excel – in being a child again.

Stop, Look and Listen

Take that thought with you on your next assignment.

Stopping for a moment to take it all in. Noticing bright or dim lights. Hearing pleasant or unpleasant sounds.

Observing what feels right – and what doesn’t – about a situation or interaction.

These are the skills we expect from our shoppers.

Market Viewpoint’s tag line, “Helping you see your business through your customer’s eyes” is what we tell our clients to expect.

Our clients ….

  • Will not see your wrinkled nose or when you cover your ears (and we hope you don’t have to do either on your shop), but they do want to know if something made you uncomfortable.
  • Want you to express your delight in good service. Allow the good feeling you felt when a sales person treated you with extra care to shine through in your report. Clients want to reward their good employees.
  • Want you to be truthful. No one can make every customer happy every time. If asked, however, where improvement can be made, offer constructive suggestions. Trust that our clients value the opinion of their customer – YOU!

A New Perspective

As an adult, feigning the innocence or naivete of a child can be difficult. We have had too many life experiences.

But try, for a moment, as you begin each assignment, to take a deep breath and enter the establishment without expectation. You may be surprised at what you see that you may not have noticed before.

While we don’t want to get too zen-like on you here – this little technique could help you find new perspective in other areas of life as well.

What techniques do you use to make observations when you mystery shop?

Market Viewpoint’s mission is to educate and train mystery shoppers to become the best in their field.  If you liked this article and want more information to help you become a better mystery shopper join the Market Viewpoint community by clicking here.

Click here if you want to join Market Viewpoint’s team of mystery shoppers.

Do you know someone who would be a good mystery shopper? Please forward this post to them! Thanks!


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.
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2 Responses to Mystery Shopping – Through the Eyes of a Child

  1. cathy says:

    I have found in many, many cases when I have put in comments such as how it made me “feel” and I mean that to say it in a professional way also, that I have been told to redo my report and take out all the “feelings” and report the facts and none of the other. And sometimes that just not enough, say if I was treated rudely and very badly, shouldn’t my “feeling” about that count? Saying something in a flat, clinical way does not truly give the picture when treated badly. Also seems to be a double standard, when I say it in the positive there doesn’t seem to be the problem. as I think the mystery shopping companies are afraid of bad reports. I had one report rejected because I went into a shop and the scenario was to engage a rep for their selling technique and the rep said to me You came in here and didn’t know what you wanted? You need to go home and do your homework on which ________ you want and then come back and she turned and walked away, with me standing there like what just happened? . Shouldn’t my “feelings” count then? .

    • Cathy – At Market Viewpoint, we do always welcome your feelings when a situation just isn’t right. And for the example you cited, we would have accepted that report with your restating of the situation. We may edit your feelings out of the report and send them separately to the client. The reason is because some companies do post their mystery shops for all to see. Out of respect and consideration for the individual (no matter how rude they might be), we keep those feelings out of the report. If the report does not ask for your feelings, write only your objective observations with in the report form. Then email your feelings separately. Our account managers will then send them on to the appropriate person.

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