Get ready for a thoroughly boring series! Yes, that's right folks, it's grammar time! I don't want to insult anyone's intelligence, but if the advertising of 2009 is any indication, there is a serious Grammar Gap. Mystery shopping companies tend to hire editors with good language skills, so if you want good grades on your assignments, perhaps a quick brush-up is in order. Let's start with my favorite.
The apostrophe: Probably the most misused character these days, the apostrophe is used in two cases: to take the place of a missing letter as in "don't" for do not; and to show ownership as in "Becky's shoe"—the shoe belonging to Becky. Let us examine possession first.
WRONG: Piano's Repaired Here, Orange's 4 for $1, —There's no ownership or letters missing, this is a simple case of more than one thing, and should have no apostrophe.
In the case of a word ending in "s", very often you will see the apostrophe after the "s" to form a plural. So if you have more than one pencil, and they all have points, you would say pencils' points.
WRONG: Pencils's points. Pencilss points. Pencilses points.
Its or it's? In the case of posession, use "its." An easy way to remember this rule is to compare the object to "his." If the lamp were a guy, you would say "his shade," not "hi's shade," right? So using "it" would become "its shade" not "it's shade."
Okay, that's enough for today. Go forth and look for examples and you'll be amazed at how many are confused by such a small mark!
Friday, February 6, 2009
Friday, January 30, 2009
Serious Stuff
If you stick with mystery shopping long enough, one day it will happen. It's disconcerting at best, downright dangerous at worst, and leaves you with a seriously uncomfortable feeling. It could be two employees roughhousing next to the fryer. Perhaps you see a supervisor shove an employee or use foul or demeaning language. Maybe you catch sight of a cashier's hand going from till to pocket. Or worse.
Most undercover assignments come with very clear instructions about not identifying yourself—ever. But what about when the serious stuff happens right there in front of you? How will you handle yourself and the situation?
First, let's think through some scenarios. If there is a serious danger to life or limb and you feel action must be taken, take it. You don't need to identify yourself as a mystery shopper to alert the manager to an unsafe condition or action. It's a good idea to keep the phone number of the assigning mystery shopping company somewhere close by. If it's during business hours, you can excuse yourself to your car, call the company and explain what happened. They will advise you on whether you should proceed with your shop. If the company cannot be reached by phone, continue on with your shop, detailing the condition or action very precisely in your report.
If you see abuse, physical or verbal, a phone call to your assigning agency (outside of earshot of the store, please) is a good idea. Again, they may wish to cancel your shop immediately, or they might have you continue. As long as the situation doesn't degrade to fisticuffs or handguns, it's a disciplinary issue but not dangerous.
In the case of till-to-pocket, the situation might not be what you think you saw. As a trained observer, you will need to describe the incident as clearly as possible in your written report. Did you actually see the money go into the employee's pocket, or was she reaching for a tissue? Exact times here are crucial as many stores will have security video they can check. Your very best, honest reporting of the occurrence without personal commentary, is essential.
It is very hard to avoid personal commentary in these situations. It seems natural to attribute blame to one party, but that is not your call.
Most undercover assignments come with very clear instructions about not identifying yourself—ever. But what about when the serious stuff happens right there in front of you? How will you handle yourself and the situation?
First, let's think through some scenarios. If there is a serious danger to life or limb and you feel action must be taken, take it. You don't need to identify yourself as a mystery shopper to alert the manager to an unsafe condition or action. It's a good idea to keep the phone number of the assigning mystery shopping company somewhere close by. If it's during business hours, you can excuse yourself to your car, call the company and explain what happened. They will advise you on whether you should proceed with your shop. If the company cannot be reached by phone, continue on with your shop, detailing the condition or action very precisely in your report.
If you see abuse, physical or verbal, a phone call to your assigning agency (outside of earshot of the store, please) is a good idea. Again, they may wish to cancel your shop immediately, or they might have you continue. As long as the situation doesn't degrade to fisticuffs or handguns, it's a disciplinary issue but not dangerous.
In the case of till-to-pocket, the situation might not be what you think you saw. As a trained observer, you will need to describe the incident as clearly as possible in your written report. Did you actually see the money go into the employee's pocket, or was she reaching for a tissue? Exact times here are crucial as many stores will have security video they can check. Your very best, honest reporting of the occurrence without personal commentary, is essential.
It is very hard to avoid personal commentary in these situations. It seems natural to attribute blame to one party, but that is not your call.
Friday, January 16, 2009
A challenging photo audit
I had an "open audit" not long ago. I was asked to visit one of those mall playgrounds with rides and check each ride. Each ride was tested (with a helpful rider I brought along), photographed, described and the overall platform was checked for safety issues. The mystery shopping company provided me with an authorization letter in case I was questioned.
While performing my audit, I noticed an older gentleman watching me very closely. When I got out my camera to photograph a safety issue, he got on his cell phone. Within moments, my daughter and I were being escorted to the mall cop office for questioning. I showed them my letter, which did not impress them. I explained the assignment, which did not impress them. I provided the phone number of the assigning company and my business card, which they pushed aside on their desk. I asked their concern and they said, "You can't be too careful nowadays. What if you're a terrorist taking pictures so you'll know the best place to set a bomb?"
National paranoia is running a tad high, which I can certainly understand. The older gentleman acted very wisely, in my opinion. He was alert to suspicious activity and reported it to the proper authorities. The mall cops even handled it well, and called the assigning company to verify my credentials...eventually. Everyone remained calm and non-threatening.
But those of us who work in stealth mode need to know that we are being observed, and those observations might raise suspicion. And we need to be prepared. Think through the scenario at least once every couple months in your career. What do you do if you are questioned by a store employee? A manager? A mall cop? A police officer? Each answer should be slightly different. I had an advantage in that this was an open audit and I felt free to discuss my assignment. Had I been "undercover," the situation might have been a bit pricklier.
It deserves a moment of your time to consider the scenario, however.
While performing my audit, I noticed an older gentleman watching me very closely. When I got out my camera to photograph a safety issue, he got on his cell phone. Within moments, my daughter and I were being escorted to the mall cop office for questioning. I showed them my letter, which did not impress them. I explained the assignment, which did not impress them. I provided the phone number of the assigning company and my business card, which they pushed aside on their desk. I asked their concern and they said, "You can't be too careful nowadays. What if you're a terrorist taking pictures so you'll know the best place to set a bomb?"
National paranoia is running a tad high, which I can certainly understand. The older gentleman acted very wisely, in my opinion. He was alert to suspicious activity and reported it to the proper authorities. The mall cops even handled it well, and called the assigning company to verify my credentials...eventually. Everyone remained calm and non-threatening.
But those of us who work in stealth mode need to know that we are being observed, and those observations might raise suspicion. And we need to be prepared. Think through the scenario at least once every couple months in your career. What do you do if you are questioned by a store employee? A manager? A mall cop? A police officer? Each answer should be slightly different. I had an advantage in that this was an open audit and I felt free to discuss my assignment. Had I been "undercover," the situation might have been a bit pricklier.
It deserves a moment of your time to consider the scenario, however.
Friday, January 9, 2009
My New Year's Resolution: No Thanks!
Happy New Year, shoppers! I hope 2009 brings you financial and educational opportunities beyond your dreams!
My business-related New Year's Resolution is to stop saying, "Thank you." Well, not all the time.
One of the hardest habits I've had to break as a mystery shopper is the tendency to say, "Thank you" every time something is handed to me. My mama drilled it into me good that polite people say thank you.
But as a mystery shopper, I need to give the salesperson time to thank me without stepping on their cues. If I say thank you when my purchase is handed to me, the salesperson might check off "thanking" on their mental checklist and perhaps not give the "thank you for your business" closure they are instructed to give.
But breaking this habit has been a difficult one for me. My way of dealing with it (and many of the other challenges of shopping) has been to slow down the entire transaction. At a drive-thru window, for example, I'll arrive at the window with my car window rolled up. The few seconds required to roll my window down are all I need to catch a nametag or proper description most times. As long as that event is not timed, there is no harm. Same thing in a department store. I'll get into my purse and fiddle for my keys instead of grabbing the bag as it is handed to me. This gives the sales person time to say "thank you" or whatever closing they intend to use before I'm on my way.
And, to quiet the mother in my head, I offer a sincere "You're welcome" when thanked.
My business-related New Year's Resolution is to stop saying, "Thank you." Well, not all the time.
One of the hardest habits I've had to break as a mystery shopper is the tendency to say, "Thank you" every time something is handed to me. My mama drilled it into me good that polite people say thank you.
But as a mystery shopper, I need to give the salesperson time to thank me without stepping on their cues. If I say thank you when my purchase is handed to me, the salesperson might check off "thanking" on their mental checklist and perhaps not give the "thank you for your business" closure they are instructed to give.
But breaking this habit has been a difficult one for me. My way of dealing with it (and many of the other challenges of shopping) has been to slow down the entire transaction. At a drive-thru window, for example, I'll arrive at the window with my car window rolled up. The few seconds required to roll my window down are all I need to catch a nametag or proper description most times. As long as that event is not timed, there is no harm. Same thing in a department store. I'll get into my purse and fiddle for my keys instead of grabbing the bag as it is handed to me. This gives the sales person time to say "thank you" or whatever closing they intend to use before I'm on my way.
And, to quiet the mother in my head, I offer a sincere "You're welcome" when thanked.
Friday, December 19, 2008
Saturday, December 13, 2008
A Year End Accounting
I'm taking the month of December off from shopping. Not only will that free me up to celebrate with family and friends, I anticipate all outstanding shops will be paid by December 15th, making a nice, neat bottom line.
So, in round figures, here is how I "did" this year:
I performed 230 shops for 27 companies.
I earned $1477 in shop fees and $123 in bonuses, for a total paycheck of $1600
I drove 3640 business-related miles, at 50 cents per mile (the standard IRS deduction) for a tax-deductible expense of $1820
I spent $391 on other tax-deductible expenses such as printer ink and paper, cell phone minutes etc.
I spent $2611 out-of-pocket that was reimbursed.
I'd say this was a pretty average year for me. How did you do?
So, in round figures, here is how I "did" this year:
I performed 230 shops for 27 companies.
I earned $1477 in shop fees and $123 in bonuses, for a total paycheck of $1600
I drove 3640 business-related miles, at 50 cents per mile (the standard IRS deduction) for a tax-deductible expense of $1820
I spent $391 on other tax-deductible expenses such as printer ink and paper, cell phone minutes etc.
I spent $2611 out-of-pocket that was reimbursed.
I'd say this was a pretty average year for me. How did you do?
Friday, December 5, 2008
Talking about your shops
Don't.
Okay, I'll provide a little more detail. Don't discuss the details of your shops with others. "I was at Juicy Queen the other day, and I was supposed to ask the manager about catering a birthday, and he said he only caters birthdays for children under age 10, and I said..."
No. Don't. Specific details like this violate the Independent Contractor Agreement you signed with the mystery shopping company. They all have confidentiality clauses, and you need to read them to know what you may and may not say. It's best to just not say anything. The results of your shop are for your employer only. Not your sister in Maine, not your best friend in Omaha, nobody.
The mystery shopping world is very competitive and by nature, secretive. Yeah, it would be great if there was a site where you could look up which mystery shopping company evaluates that favorite boutique of yours, but there isn't. If you ask a shopper, and they are serious about their business, about honoring their confidentiality and contractor's agreements, they will say, "Sorry, I can't tell you that."
So, how did established shoppers find those shops they love? I am currently a shopper with over 100 companies, and I check with each of them at least weekly. I do a wide range of assignments to find out what I like and don't like, what pays well for the time investment and what surveys are a nightmare to complete.
Think of yourself as a shopping superhero. You must keep your identity secret to protect Aunt May!
Go ahead and ask me, " What company shops the Golden Arches?" I know, but I won't tell you. Don't take it personally, I wouldn't tell the President of the United States, unless I have it in writing from my mystery shopping company that I may!
Okay, I'll provide a little more detail. Don't discuss the details of your shops with others. "I was at Juicy Queen the other day, and I was supposed to ask the manager about catering a birthday, and he said he only caters birthdays for children under age 10, and I said..."
No. Don't. Specific details like this violate the Independent Contractor Agreement you signed with the mystery shopping company. They all have confidentiality clauses, and you need to read them to know what you may and may not say. It's best to just not say anything. The results of your shop are for your employer only. Not your sister in Maine, not your best friend in Omaha, nobody.
The mystery shopping world is very competitive and by nature, secretive. Yeah, it would be great if there was a site where you could look up which mystery shopping company evaluates that favorite boutique of yours, but there isn't. If you ask a shopper, and they are serious about their business, about honoring their confidentiality and contractor's agreements, they will say, "Sorry, I can't tell you that."
So, how did established shoppers find those shops they love? I am currently a shopper with over 100 companies, and I check with each of them at least weekly. I do a wide range of assignments to find out what I like and don't like, what pays well for the time investment and what surveys are a nightmare to complete.
Think of yourself as a shopping superhero. You must keep your identity secret to protect Aunt May!
Go ahead and ask me, " What company shops the Golden Arches?" I know, but I won't tell you. Don't take it personally, I wouldn't tell the President of the United States, unless I have it in writing from my mystery shopping company that I may!
Friday, November 28, 2008
Recording Information: The Tip Sheet part two
Whoa! I didn't get that whole thing about folding the tip sheet in fourths. Do you have a picture of that?
Sure, I have a couple! First, I made a tip sheet listing the departments and what data I need to gather for the report. I listed it down the left-hand side of a sheet of paper turned landscape.
Now I fold it this way:
And that:
And write my list on the blank top when it's all shut:
Now as I walk through the aisles, all a passerby can see is my handwritten list. But if I flip the top open, I have access to all my notes.Friday, November 21, 2008
Recording Information: The Tip Sheet
Tip sheets are very valuable tools in the mystery shopping arsenal. When you receive an assignment, your report form could run from two to twenty pages or more. Since you are not permitted to bring the forms with you into the store, how will you remember all the data you need to collect? And once you know what you need to know, how will you remember it all?
I like using my home computer to cut and paste single words or phrases from a downloaded reporting form into a second document. I try to get it down to one single-sided page with just enough room to write some sketchy notes. By making it one-sided, I can fold the sheet in fourths and always have it blank on the outside. This leaves room for a for-show list on the front. If someone spots the paper in my hand, all they will see is the list of things appropriate for that store. Paper clips, Bic pens, Post-It notes; or brown sweater, white pumps, half slip. Hidden inside are the clues that keep me on track.
I try to write my tip sheet in the order the observations will be made. Time in, parking lot observations, enter store, cash wrap observations, greeted by employees on the sales floor, clothing displays, price check, name of employee at dressing room. I can jot down information while I'm in the dressing room and refold my paper so the next set of items is easy to see. Many times the reporting form doesn't use the same order and I'd rather my tip sheet be easy to use on the spot. I can reformat my answers later as long as I have the data I need.
I'll often use "native paper" for my tip sheet. If I have a grocery shop, I'll make some coded notes in the margins of the sale paper. If I need to get the name of the employee at the meat department, I'll write "Angus" in the meat section. Then when I see his name, I'll put that on my paper next to Angus, with a coded physical description 6 pounds 2 ounces for chili, 24 ounces for burgers (6'2" tall, age between 20 and 25.) White chili would mean blonde or gray hair, BBQ burgers is red hair (BBQ sauce is red), burgers with gravy is brown hair, that sort of hint. If the store is very crowded, I'll make an anagram of a person's name rather than writing the whole name. Beans, Rice, Ice cream, Angel food cake, Nestles morsels. B-R-I-A-N.
Writing and using a tip sheet will assist your memory, especially on complicated shops. I love thinking up ways to use tip sheets to stay anonymous and still gather all the information I need. For me, it's an artistic pursuit.
I like using my home computer to cut and paste single words or phrases from a downloaded reporting form into a second document. I try to get it down to one single-sided page with just enough room to write some sketchy notes. By making it one-sided, I can fold the sheet in fourths and always have it blank on the outside. This leaves room for a for-show list on the front. If someone spots the paper in my hand, all they will see is the list of things appropriate for that store. Paper clips, Bic pens, Post-It notes; or brown sweater, white pumps, half slip. Hidden inside are the clues that keep me on track.
I try to write my tip sheet in the order the observations will be made. Time in, parking lot observations, enter store, cash wrap observations, greeted by employees on the sales floor, clothing displays, price check, name of employee at dressing room. I can jot down information while I'm in the dressing room and refold my paper so the next set of items is easy to see. Many times the reporting form doesn't use the same order and I'd rather my tip sheet be easy to use on the spot. I can reformat my answers later as long as I have the data I need.
I'll often use "native paper" for my tip sheet. If I have a grocery shop, I'll make some coded notes in the margins of the sale paper. If I need to get the name of the employee at the meat department, I'll write "Angus" in the meat section. Then when I see his name, I'll put that on my paper next to Angus, with a coded physical description 6 pounds 2 ounces for chili, 24 ounces for burgers (6'2" tall, age between 20 and 25.) White chili would mean blonde or gray hair, BBQ burgers is red hair (BBQ sauce is red), burgers with gravy is brown hair, that sort of hint. If the store is very crowded, I'll make an anagram of a person's name rather than writing the whole name. Beans, Rice, Ice cream, Angel food cake, Nestles morsels. B-R-I-A-N.
Writing and using a tip sheet will assist your memory, especially on complicated shops. I love thinking up ways to use tip sheets to stay anonymous and still gather all the information I need. For me, it's an artistic pursuit.
Friday, November 14, 2008
Recording information: Discretion
These days, there are recording devices everywhere, especially in retail outlets. See those clear black plastic "balls" hanging from the ceiling at the department store, discount store, drug store, grocery store, and just about everywhere else? They contain cameras and your actions are being recorded. Don't get paranoid, those cameras are there for the protection of the store and their customers.
So, you've done part of your shop and you need to write down some information before you get your next set of data to report. Most shopping assignments will specify that you may not leave the store and return to complete a shop. So, how will you get your notes on paper without being discovered?
Tip Sheet Next week's post will deal specifically with the tip sheet. In short, it is a piece of paper you've prepared with brief notes on the information you need to collect. You can jot information on your tip sheet discreetly if you are careful, but with all those cameras, you still could be discovered.
Cell Phone Of course, during a shop your cell phone will be set to "silent" so you don't get a call during an important interaction. But you can still use your phone to send yourself a text message or email about the data you've collected so far. You can leave coded messages on your home voicemail as well. You can also use your cell phone as a prop to pretend to phone home for the shopping list you "forgot" or directions on how to get to your next stop all the while writing down the info you need to remember.
This is a trick I have fun with. I'll say, "Hey, did B-Bruce call? Well, tell him we need 62 cases of model 35, the dark brown short ones." The B-b stammer tells me the first name starts with B. If I'm nowhere near the person I'm describing, just I'll use their name. If not, I'll stammer and that "b" clue is enough to remind me of their name. 62 cases is 6'2" tall and model 35 means he's about 35 years old. Dark, short, brown all refer to his hair. Please do not use this trick during an interaction or during a timed event.
Bathroom Stall Inside the stall with the door shut you have a legal expectation of privacy. This is a safe place to get out your paper and pen and make notes. Once you leave the stall, you no longer have an expectation of privacy and your actions can once again be recorded.
Because I take my children with me on some shops, we have a rule: No talking about shopping except inside our own house. You don't know who is standing next to you at the ATM, who is browsing the next row over at the library or who might overhear you talking about a mystery shop. Just like being a superhero, it's just safer to never, ever admit your secret identity in public. Ever.
So, you've done part of your shop and you need to write down some information before you get your next set of data to report. Most shopping assignments will specify that you may not leave the store and return to complete a shop. So, how will you get your notes on paper without being discovered?
Tip Sheet Next week's post will deal specifically with the tip sheet. In short, it is a piece of paper you've prepared with brief notes on the information you need to collect. You can jot information on your tip sheet discreetly if you are careful, but with all those cameras, you still could be discovered.
Cell Phone Of course, during a shop your cell phone will be set to "silent" so you don't get a call during an important interaction. But you can still use your phone to send yourself a text message or email about the data you've collected so far. You can leave coded messages on your home voicemail as well. You can also use your cell phone as a prop to pretend to phone home for the shopping list you "forgot" or directions on how to get to your next stop all the while writing down the info you need to remember.
This is a trick I have fun with. I'll say, "Hey, did B-Bruce call? Well, tell him we need 62 cases of model 35, the dark brown short ones." The B-b stammer tells me the first name starts with B. If I'm nowhere near the person I'm describing, just I'll use their name. If not, I'll stammer and that "b" clue is enough to remind me of their name. 62 cases is 6'2" tall and model 35 means he's about 35 years old. Dark, short, brown all refer to his hair. Please do not use this trick during an interaction or during a timed event.
Bathroom Stall Inside the stall with the door shut you have a legal expectation of privacy. This is a safe place to get out your paper and pen and make notes. Once you leave the stall, you no longer have an expectation of privacy and your actions can once again be recorded.
Because I take my children with me on some shops, we have a rule: No talking about shopping except inside our own house. You don't know who is standing next to you at the ATM, who is browsing the next row over at the library or who might overhear you talking about a mystery shop. Just like being a superhero, it's just safer to never, ever admit your secret identity in public. Ever.
Friday, November 7, 2008
The Guesswork of Reporting
A mystery shopper is asked to give "just the facts" when reporting shops. There are certain parts of the form, however, that require some good old-fashioned guesswork combined with intense observation and a bit of education.
Name Let's say your report requires the name of the salesperson helping you. That's an easy one if the person is wearing a nametag. But what are other ways you can determine their name other than a nametag. Did the salesperson introduce himself to you? Did another employee call to her and she turned to answer? If not, what then?
In some instances you can ask for a business card. In an electronics store, for example, or a high-end clothing store where the salespersons work on commission, asking for a business card won't give you away if you ask near the end of the shop couched in an excuse. "I'm starving. I'm going to go grab some lunch and come back to make my final decision. Can I ask for you when I come back?"
If you know the person's starting initial (from a ring, necklace or earrings) and have a pretty good description, you can leave the store and phone them. "Hi, I was there about 20 minutes ago and there was a girl in the TV section who was just a great help. I think her name started with an "S". She has short blonde hair. Can you tell me her name? I wanted to drop a line to the manager about what great service she gave me." Of course, you won't drop a line to anyone, but if you are calling to praise you're more likely to get the name than if you call with a complaint.
Height I find "estimate the height" a fun game. I know how tall I am in each of my pairs of shoes and as I enter a store or browse a certain department, I'll notice where things "hit" me. So, for example, in a clothes store, the rack hits me two inches below my shoulder. My salesperson looks about an inch taller than me, and the same rack hits three inches below her shoulder, so that is a good confirmation. At a fast food outlet, the counter hits right at my hip bone. It hits the employee right at their waist. In a restaurant, calculating height from a sitting position might be harder and I rely more on my landmarks. Where did the table hit me when I stood next to it? The top of the chair? The bottom of the frame of the painting on the wall?
Age This one can be really tough. For the most part you're going to have to rely on educated guesses. When I was studying for this area, I found training manuals for private investigators to be helpful. Here are some of the extremely general guidelines they provided: Teens generally have shinier skin than twenties, not just on their faces, but on their arms and legs as well. Their conversation tends toward school, friends and hobbies like music. Early-twenties are more likely to have more vibrantly-colored hair (magenta, blue, green, etc.) than other age groups. Friends will still dominate their conversation, but hobbies and interests will be more dominant. Mid-twenties are more likely to have tattoos and multiple piercings, men in this age group are more likely to have goatees or a "soul patch." Work and home, perhaps a pet, is the focus of the conversation at this age.
Upper-twenties to mid-thirties is the newlywed/pregnant/new dad era. In their upper thirties, men begin to soften around the middle and women usually gain one neck crease. (I avoid using facial lines as determiners as sun exposure, dry skin, allergies, smoking and makeup can alter these lines dramatically.) In their early forties, men will usually start to go gray and women might begin coloring their hair (colored hair has a more uniform color where natural hair has individual strands of color.) Women will also start showing thinning of the skin on their hands at this age, allowing the blue veins just under the surface to "pop" a little.
In their upper forties, men are more uniformly gray and the back of women's hands are more wrinkled. Often by their late forties women have gained a second or even third crease in their necks (although carrying extra weight can hide these creases). By the time most men hit their fifties, a definite "spare tire" graces their middle. The skin on the back of women's hands become thinner and more transparent. By their late fifties, women will often have liver spots on their hands that look like large freckles. At about this age, men and women both can develop horizontal lines on their teeth, although this can happen much earlier in smokers.
Again, there are so many variables that guessing age is very tricky. Fortunately, most of the reports I have completed ask for an age range, usually by decade, which is easier for me to estimate than an exact year.
In closing, please do NOT estimate measurements which need to be specific. Elapsed time, the time your shop begins and ends, the temperature or weight of an item, these measurements need to be exact. If you aren't sure, check the information provided with the assignment.
Name Let's say your report requires the name of the salesperson helping you. That's an easy one if the person is wearing a nametag. But what are other ways you can determine their name other than a nametag. Did the salesperson introduce himself to you? Did another employee call to her and she turned to answer? If not, what then?
In some instances you can ask for a business card. In an electronics store, for example, or a high-end clothing store where the salespersons work on commission, asking for a business card won't give you away if you ask near the end of the shop couched in an excuse. "I'm starving. I'm going to go grab some lunch and come back to make my final decision. Can I ask for you when I come back?"
If you know the person's starting initial (from a ring, necklace or earrings) and have a pretty good description, you can leave the store and phone them. "Hi, I was there about 20 minutes ago and there was a girl in the TV section who was just a great help. I think her name started with an "S". She has short blonde hair. Can you tell me her name? I wanted to drop a line to the manager about what great service she gave me." Of course, you won't drop a line to anyone, but if you are calling to praise you're more likely to get the name than if you call with a complaint.
Height I find "estimate the height" a fun game. I know how tall I am in each of my pairs of shoes and as I enter a store or browse a certain department, I'll notice where things "hit" me. So, for example, in a clothes store, the rack hits me two inches below my shoulder. My salesperson looks about an inch taller than me, and the same rack hits three inches below her shoulder, so that is a good confirmation. At a fast food outlet, the counter hits right at my hip bone. It hits the employee right at their waist. In a restaurant, calculating height from a sitting position might be harder and I rely more on my landmarks. Where did the table hit me when I stood next to it? The top of the chair? The bottom of the frame of the painting on the wall?
Age This one can be really tough. For the most part you're going to have to rely on educated guesses. When I was studying for this area, I found training manuals for private investigators to be helpful. Here are some of the extremely general guidelines they provided: Teens generally have shinier skin than twenties, not just on their faces, but on their arms and legs as well. Their conversation tends toward school, friends and hobbies like music. Early-twenties are more likely to have more vibrantly-colored hair (magenta, blue, green, etc.) than other age groups. Friends will still dominate their conversation, but hobbies and interests will be more dominant. Mid-twenties are more likely to have tattoos and multiple piercings, men in this age group are more likely to have goatees or a "soul patch." Work and home, perhaps a pet, is the focus of the conversation at this age.
Upper-twenties to mid-thirties is the newlywed/pregnant/new dad era. In their upper thirties, men begin to soften around the middle and women usually gain one neck crease. (I avoid using facial lines as determiners as sun exposure, dry skin, allergies, smoking and makeup can alter these lines dramatically.) In their early forties, men will usually start to go gray and women might begin coloring their hair (colored hair has a more uniform color where natural hair has individual strands of color.) Women will also start showing thinning of the skin on their hands at this age, allowing the blue veins just under the surface to "pop" a little.
In their upper forties, men are more uniformly gray and the back of women's hands are more wrinkled. Often by their late forties women have gained a second or even third crease in their necks (although carrying extra weight can hide these creases). By the time most men hit their fifties, a definite "spare tire" graces their middle. The skin on the back of women's hands become thinner and more transparent. By their late fifties, women will often have liver spots on their hands that look like large freckles. At about this age, men and women both can develop horizontal lines on their teeth, although this can happen much earlier in smokers.
Again, there are so many variables that guessing age is very tricky. Fortunately, most of the reports I have completed ask for an age range, usually by decade, which is easier for me to estimate than an exact year.
In closing, please do NOT estimate measurements which need to be specific. Elapsed time, the time your shop begins and ends, the temperature or weight of an item, these measurements need to be exact. If you aren't sure, check the information provided with the assignment.
Friday, October 31, 2008
A Scary Halloween Post (Fast Food Shops)
The more often you eat at a fast food outlet, the greater your odds of running into something truly disgusting. Mystery shopping a fast food place is only different in that you are required to taste the food before making a face and throwing it out. Most companies do not allow you to return incorrect orders or food that clearly has something wrong with it. It comes with the territory.
In observance of Halloween, I offer you these True Tales from the Gross Side of Fast Food Mystery Shopping, each experienced by yours truly:
"Recycled" food wrappers You know, the kind that clearly were used before, and not for the same thing you are eating. The tip-off is how badly wrinkled they are and the greasy fingerprints on the outside. There's usually another hint like melted cheese stuck to the inside of wrapper when what you have ordered is a cold wrap.
Unidentified Fried Objects Yes, I've had a deep-fried UFO stuffed amongst my french fries. I suspect it was just a piece of lemon that fell into the deep fryer, but...ew.
Undercooked Meat Probably my scariest mystery shop of all was the one on which I encountered a lukewarm beef patty. It was seared crisp on the outside and deep, cold red on the inside.
I won't even bore you with the stray hair stories, those are too dull and boring and you've probably encountered them yourself during a quick trip to the drive-thru.
If you go the fast food route, you might want to bring along a digital camera to discreetly document evidence. When I run into something I feel could be a safety issue and not just a nauseator, I'll drop a line to my scheduler and offer my time-and-date-stamped evidence. I've been taken up on my offer more than once, although I'm not privy to the results of my efforts.
My point is that if you are squeamish, perhaps consuming food for a living probably isn't your best option.
In observance of Halloween, I offer you these True Tales from the Gross Side of Fast Food Mystery Shopping, each experienced by yours truly:
"Recycled" food wrappers You know, the kind that clearly were used before, and not for the same thing you are eating. The tip-off is how badly wrinkled they are and the greasy fingerprints on the outside. There's usually another hint like melted cheese stuck to the inside of wrapper when what you have ordered is a cold wrap.
Unidentified Fried Objects Yes, I've had a deep-fried UFO stuffed amongst my french fries. I suspect it was just a piece of lemon that fell into the deep fryer, but...ew.
Undercooked Meat Probably my scariest mystery shop of all was the one on which I encountered a lukewarm beef patty. It was seared crisp on the outside and deep, cold red on the inside.
I won't even bore you with the stray hair stories, those are too dull and boring and you've probably encountered them yourself during a quick trip to the drive-thru.
If you go the fast food route, you might want to bring along a digital camera to discreetly document evidence. When I run into something I feel could be a safety issue and not just a nauseator, I'll drop a line to my scheduler and offer my time-and-date-stamped evidence. I've been taken up on my offer more than once, although I'm not privy to the results of my efforts.
My point is that if you are squeamish, perhaps consuming food for a living probably isn't your best option.
Friday, October 24, 2008
Let's Be Careful Out There
Scam uses 'mystery shopper' hook to lure victims
05:36 PM PDT on Friday, October 17, 2008
PORTLAND, Ore. -- Surviving in our troubled economy is growing more challenging by the day and con artists are taking advantage of the situation.
One of the latest scams hitting Oregonians uses mystery shopping to rip off victims.
Legitimate mystery shoppers really do exist, stores sometimes hire them to survey how clerks treat customers.
Nicole Benson from Salem thought that’s what she was signing up for when she discovered a mystery shopping application on line.
Two weeks ago she got a letter in the mail saying she'd been hired and it included a $3,800 check.
She was instructed to deposit the check into her personal account, then test Walmart's moneygram service by wiring $3,400 back to the secret shopping company. She was allowed to keep 4 hundred dollars for her mystery shopping salary.
Benson said, “I felt really stupid at first, oh my god I can't believe I did this because my Mom said are you sure it's not a scam and I said well the check seems to be good?”
Four days later her bank learned the check was a phony. Benson’s personal bank account was frozen and now she is out $3,400. She says she can’t afford to pay her mortgage payment this month.
She's one of two victims in Marion county in the past two weeks.
In this case the crooks are hiding behind international lines in Canada so there is little local law enforcement can do.
Remember, anytime someone asks you to return money though a wire or moneygram, it should be a huge red flag that something is wrong.
Friday, October 17, 2008
If only they could all be like this
I had a peach of an assignment this week. Walk into a store, look for a certain display. If it's there, mark off on the form where I found it and leave. If it's not there, ask the manager for it, put it up and leave.
Store #1: No display. Got display from manager, put it together in one step, stocked with product, applied price sticker, put on register counter, write down manager's name. Time: 10 minutes
Store #2: Found display. It's stocked, labelled and on the register counter already. Time: 2 minutes
I only traveled 15 miles round trip for both stores and no purchase was required. I figure including gas, the travel time, paper and ink to print the forms, and the amount of time I spent online and offline for this job comes to $5 and about 1 hour.
I was paid a most generous $16 ($8 per store) for this assignment. Now that's the kind of compensation that makes mystery shopping worth doing. $11 an hour isn't CEO pay by any means, but the requirements were so easy and the shop was so quick that it was a real joy to perform.
Store #1: No display. Got display from manager, put it together in one step, stocked with product, applied price sticker, put on register counter, write down manager's name. Time: 10 minutes
Store #2: Found display. It's stocked, labelled and on the register counter already. Time: 2 minutes
I only traveled 15 miles round trip for both stores and no purchase was required. I figure including gas, the travel time, paper and ink to print the forms, and the amount of time I spent online and offline for this job comes to $5 and about 1 hour.
I was paid a most generous $16 ($8 per store) for this assignment. Now that's the kind of compensation that makes mystery shopping worth doing. $11 an hour isn't CEO pay by any means, but the requirements were so easy and the shop was so quick that it was a real joy to perform.
Friday, October 10, 2008
You'll get a thicker skin
I work very hard to earn good scores on my mystery shopping reports. Toward that end I am truthful. The great majority of stores capture you on film from the moment you park your car until you leave the parking lot and can dispute any untruths or exaggerations you report.
Being an independent contractor, my income depends on my scores. It's not a bonus, and I don't have a salary. There are no sick days, no paid vacation and no insurance. I don't get paid extra for finding things wrong with shops, nor for "perfect" shops. I have no incentive for slanting reports in any way. The best shot I have at a great score is to fulfill the shop's requirements, report exactly what happened, quote exactly what was said and get my reports in on time.
If you are a mystery shopper for very long, you will encounter an angry employee who was "burned" by a mystery shopper. Their frustration can stem from what they consider an unfair evaluation, or be directed more at the corporate response to the evaluation. Managers getting bonused without the employees receiving recognition is often a sore spot. Some employees see mystery shoppers as spies, sent by the corporate office to "catch" them being bad.
There has been much discussion among mystery shoppers about a post that was made to a Starbucks message board almost four years ago. I do not post the link here to encourage badmouthing of mystery shoppers, but to warn you: Do this job long enough and you will be outed as the shopper at least once. You will be maligned and slandered, called names, misunderstood and called a liar. It's as much a part of the job as making a mistake big enough to cost you a shop fee. It happens, you learn and move on.
Being an independent contractor, my income depends on my scores. It's not a bonus, and I don't have a salary. There are no sick days, no paid vacation and no insurance. I don't get paid extra for finding things wrong with shops, nor for "perfect" shops. I have no incentive for slanting reports in any way. The best shot I have at a great score is to fulfill the shop's requirements, report exactly what happened, quote exactly what was said and get my reports in on time.
If you are a mystery shopper for very long, you will encounter an angry employee who was "burned" by a mystery shopper. Their frustration can stem from what they consider an unfair evaluation, or be directed more at the corporate response to the evaluation. Managers getting bonused without the employees receiving recognition is often a sore spot. Some employees see mystery shoppers as spies, sent by the corporate office to "catch" them being bad.
There has been much discussion among mystery shoppers about a post that was made to a Starbucks message board almost four years ago. I do not post the link here to encourage badmouthing of mystery shoppers, but to warn you: Do this job long enough and you will be outed as the shopper at least once. You will be maligned and slandered, called names, misunderstood and called a liar. It's as much a part of the job as making a mistake big enough to cost you a shop fee. It happens, you learn and move on.
Friday, October 3, 2008
When the Manager gets shopped
I performed a "reveal and reward" mystery shop this week at a local restaurant. It was an easy shop and a restaurant I enjoy but rarely go to. It was a "reveal" shop, which means at the end of the shop I tell the manager that I have mystery shopped his location and give him the results. This particular shop included a reward if all the requirements for a successful shop were met, and it was a nice little reward: American Express Gift Cards for everyone on shift during my shop! Nice.
It was an easy requirement, too. There was just one "catch phrase" that had to be said when I placed my order. And to be honest, if he had used the "catch phrase," my lunch would have been more enjoyable for me, because it was something I wanted anyway! The person who took my order was the manager himself.
Sadly, the requirement wasn't met. When I gave the manager the forms to sign showing that he had an unsuccessful shop, he was embarrassed. He wanted to rush me through the process of completing the paperwork and get me out of the store as quickly as possible. He knew that because of his mistake his team wouldn't get a bonus and realized they might get upset if they knew he had been the one who "blew it." I was discreet, and didn't let on what was going on, and made a hasty exit as soon as his part of the paperwork was done.
I felt bad for the team. In these days of economic turmoil, every little bit helps. But I felt worse for the manager.
It was an easy requirement, too. There was just one "catch phrase" that had to be said when I placed my order. And to be honest, if he had used the "catch phrase," my lunch would have been more enjoyable for me, because it was something I wanted anyway! The person who took my order was the manager himself.
Sadly, the requirement wasn't met. When I gave the manager the forms to sign showing that he had an unsuccessful shop, he was embarrassed. He wanted to rush me through the process of completing the paperwork and get me out of the store as quickly as possible. He knew that because of his mistake his team wouldn't get a bonus and realized they might get upset if they knew he had been the one who "blew it." I was discreet, and didn't let on what was going on, and made a hasty exit as soon as his part of the paperwork was done.
I felt bad for the team. In these days of economic turmoil, every little bit helps. But I felt worse for the manager.
Friday, September 26, 2008
Certification: Why?
Lila P. from Athens, GA asks,
Gold certification has just recently joined us in the 21st century. In past years, you would need to travel to a nearby large city and attend classes to prepare for the gold certification exam. Depending on where you live and if the travel and seminar dates were convenient for you, the $100 testing fee could be the smallest part of the expense involved. In 2008, MSPA released a DVD version of their gold certification seminar. It is easy to watch the DVD at your convenience in your own home, take notes and then use the provided link for gold certification testing. Once you purchase the DVDs, a link is sent to your email for testing. You must purchase the DVDs from MSPA to receive the link. As of this entry, the cost of the gold certification DVD program is $99 plus shipping.
The gold seminars are still being held, and many shoppers who have attended felt it was a valuable experience. You can't get to know other shoppers in your living room like you could at a seminar. Some seminars have representatives from mytery shopping companies, offering shoppers and companies the chance to meet face-to-face.
The gold seminar includes the nitty gritty details of mytery shopping that often mark the difference between a casual and a professional shopper. You'll learn important details about tax preparation, audio and video recording, and tips for writing a "perfect 10" narrative.
Do you need the gold certification, Lila? Yes and no. Often, shoppers holding gold certification will be preferred over those with no or silver certification, but then only by certain companies or only for certain jobs. It can put you in a group of shoppers considered for higher paying jobs. With other companies it will make no difference whatsoever. The $99 you'll put out for the DVDs can't be recouped by reselling the DVDs, but you can use it as a tax-deduction. You'll need to budget for this business expense, save up, and make the investment in your future only after you know you enjoy mystery shopping enough to continue with it.
Most mystery shopping companies have a place on their application for your certificate level and number. If you change your email address after receiving your certification, you will need to notify MSPA for a new certification number, then update any mystery shopping companies that have your certification number on file.
"On the MSPA website, I saw stuff about certification. What is it and is it something I need to do?"Certification is a step that can set you apart as a mystery shopper. The MSPA has two levels of certification: silver and gold. The silver test is done on their site online and takes about an hour. As of this entry, the cost of the silver certification is $15 and is tax-deductible as relevant business training. The silver certificate indicates that you know the basics of mystery shopping. The test is so simple and inexpensive, I recommend it to every shopper who has reached the point of making a profit from their shops.
Gold certification has just recently joined us in the 21st century. In past years, you would need to travel to a nearby large city and attend classes to prepare for the gold certification exam. Depending on where you live and if the travel and seminar dates were convenient for you, the $100 testing fee could be the smallest part of the expense involved. In 2008, MSPA released a DVD version of their gold certification seminar. It is easy to watch the DVD at your convenience in your own home, take notes and then use the provided link for gold certification testing. Once you purchase the DVDs, a link is sent to your email for testing. You must purchase the DVDs from MSPA to receive the link. As of this entry, the cost of the gold certification DVD program is $99 plus shipping.
The gold seminars are still being held, and many shoppers who have attended felt it was a valuable experience. You can't get to know other shoppers in your living room like you could at a seminar. Some seminars have representatives from mytery shopping companies, offering shoppers and companies the chance to meet face-to-face.
The gold seminar includes the nitty gritty details of mytery shopping that often mark the difference between a casual and a professional shopper. You'll learn important details about tax preparation, audio and video recording, and tips for writing a "perfect 10" narrative.
Do you need the gold certification, Lila? Yes and no. Often, shoppers holding gold certification will be preferred over those with no or silver certification, but then only by certain companies or only for certain jobs. It can put you in a group of shoppers considered for higher paying jobs. With other companies it will make no difference whatsoever. The $99 you'll put out for the DVDs can't be recouped by reselling the DVDs, but you can use it as a tax-deduction. You'll need to budget for this business expense, save up, and make the investment in your future only after you know you enjoy mystery shopping enough to continue with it.
Most mystery shopping companies have a place on their application for your certificate level and number. If you change your email address after receiving your certification, you will need to notify MSPA for a new certification number, then update any mystery shopping companies that have your certification number on file.
Friday, September 19, 2008
Finding Companies
You'll want to be very, very careful when signing up with a mystery shopping company. There are scams galore that pass themselves off as mystery shopping companies or opportunities. Providing your name, address, phone number and Social Security number online is a recipe for identity theft. But those are the very pieces of information required by shopping companies. What to do?
Do your homework There are sites that warn shoppers of scams and questionable companies. The Mystery Shopping Provider's Association can be trusted, and on their website is a forum for shoppers to discuss scams and questionable companies as well as a listing of their member companies. The MSPA checks out their member companies very thoroughly.
Ask fellow shoppers There are a number of forums for mystery shoppers to connect with each other, including the Mystery Shopping Forum, the forums at Volition.com, the WAHM forum, the Yahoo group Lila's Lounge and Mystery Shop Resources, to name just a few. As you read posts, you'll find a group that meets your needs and likely fall in with a great group of people.
Use common sense I don't want to insult anyone's intelligence, but I need to say it: If you are completing an online form and you are asked for personal information, you need to be on a page that begins https:// and not just http:// The "s" stands for secure. It's not foolproof, but it's a layer of security beyond nothing. Remember, do not put any details on a non-secured website that you don't want published in a newspaper with world-wide readership.
Let's be careful out there.
Do your homework There are sites that warn shoppers of scams and questionable companies. The Mystery Shopping Provider's Association can be trusted, and on their website is a forum for shoppers to discuss scams and questionable companies as well as a listing of their member companies. The MSPA checks out their member companies very thoroughly.
Ask fellow shoppers There are a number of forums for mystery shoppers to connect with each other, including the Mystery Shopping Forum, the forums at Volition.com, the WAHM forum, the Yahoo group Lila's Lounge and Mystery Shop Resources, to name just a few. As you read posts, you'll find a group that meets your needs and likely fall in with a great group of people.
Use common sense I don't want to insult anyone's intelligence, but I need to say it: If you are completing an online form and you are asked for personal information, you need to be on a page that begins https:// and not just http:// The "s" stands for secure. It's not foolproof, but it's a layer of security beyond nothing. Remember, do not put any details on a non-secured website that you don't want published in a newspaper with world-wide readership.
Let's be careful out there.
Friday, September 12, 2008
Payment Problems
At some point in your mystery shopping career, you will experience a problem with the way a shop was paid. The wrong way to handle payment problems is to get your scheduler on the phone and start yelling and accusing.
The Right Way Good thing you've been keeping excellent records! You have been keeping excellent records, right? Look up the issuing company's IC Agreement you signed with them and read up on their payment policies. It will outline the dates they pay, the method of payment and what to do in case of a problem.
Now go to your assignment form, shop form and receipt. Double check everything to make sure you completed the assignment exactly as you were instructed. It is common for a mystery shopping company to deduct from your pay or not pay you at all if you started a shop even one minute too early, ended it too late, did not spend the right amount or forgot to upload a receipt. Take it one step at a time and check everything on your end first.
When you have all your information in order, contact the company using their preferred method. Be calm, have your facts ready and be willing to work with them instead of insisting on your way.
I have experienced payment issues in less than 3% of my shops, and about half of those were my fault. I don't push to get paid for a job I do if I did not complete the assignment as it was explained to me. There have been times when the paperwork indicated a certain purchase was optional, but the payment was denied me because the purchase wasn't made. Because I have the original paperwork, exactly what was agreed upon can be read to (or scanned and a copy sent to) the person helping me. If a scheduler offers me a bonus but it doesn't appear in the paperwork, I don't insist upon being paid the bonus. Part of my job includes making sure my paperwork is in order before I do the shop. If I fail to do that, any payment issues must be abandoned as "Contractor Error," in other words, my fault.
The Right Way Good thing you've been keeping excellent records! You have been keeping excellent records, right? Look up the issuing company's IC Agreement you signed with them and read up on their payment policies. It will outline the dates they pay, the method of payment and what to do in case of a problem.
Now go to your assignment form, shop form and receipt. Double check everything to make sure you completed the assignment exactly as you were instructed. It is common for a mystery shopping company to deduct from your pay or not pay you at all if you started a shop even one minute too early, ended it too late, did not spend the right amount or forgot to upload a receipt. Take it one step at a time and check everything on your end first.
When you have all your information in order, contact the company using their preferred method. Be calm, have your facts ready and be willing to work with them instead of insisting on your way.
I have experienced payment issues in less than 3% of my shops, and about half of those were my fault. I don't push to get paid for a job I do if I did not complete the assignment as it was explained to me. There have been times when the paperwork indicated a certain purchase was optional, but the payment was denied me because the purchase wasn't made. Because I have the original paperwork, exactly what was agreed upon can be read to (or scanned and a copy sent to) the person helping me. If a scheduler offers me a bonus but it doesn't appear in the paperwork, I don't insist upon being paid the bonus. Part of my job includes making sure my paperwork is in order before I do the shop. If I fail to do that, any payment issues must be abandoned as "Contractor Error," in other words, my fault.
Friday, September 5, 2008
Looking good, seeing well
Earlier this month I performed a shop at one of those super-upscale sunglasses stores at the mall. They had models ranging from $50 (on clearance sale) to $500 (included bluetooth to attach to your phone, ipod or PDA). It was a fairly easy shop, evaluating the store's atmosphere, cleanliness of the displays, salesmanship, etc.
It has been a while since I've seen the latest tech in glasses, I guess, because I felt like a real dinosaur. I saw one model that didn't have screws at the temple for adjusting the fit and asked about it. I nearly jumped a foot in the air when the salesman snapped the arms right off the glasses! Handy for sports she said, or babies-in-arms, I thought. That memory metal is very cool, and who knew titanium was so light?
I settled on a pair that cost about $150. That's way more than I'd normally pay for something like sunglasses, but after my shop fee, the cost went back down into my budgeted range. Of course, even a "deal" isn't a deal unless it's something I'd buy anyway. But I really needed a pair of shades. A summer's worth of squinting has deepened my crow's feet and not done my retinas any good.
Who knew mystery shopping could be so educational?
It has been a while since I've seen the latest tech in glasses, I guess, because I felt like a real dinosaur. I saw one model that didn't have screws at the temple for adjusting the fit and asked about it. I nearly jumped a foot in the air when the salesman snapped the arms right off the glasses! Handy for sports she said, or babies-in-arms, I thought. That memory metal is very cool, and who knew titanium was so light?
I settled on a pair that cost about $150. That's way more than I'd normally pay for something like sunglasses, but after my shop fee, the cost went back down into my budgeted range. Of course, even a "deal" isn't a deal unless it's something I'd buy anyway. But I really needed a pair of shades. A summer's worth of squinting has deepened my crow's feet and not done my retinas any good.
Who knew mystery shopping could be so educational?
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