It can be frustrating to spend so much time and effort on a mystery shop, only to have the report sent back to you for revisions. There’s a lot of time involved in doing a shop – such as preparing for the shop beforehand by reviewing requirements, and actually completing the shop and filling out the report. When you push that “Submit” button to send your report off through cyberspace, you don’t want to think about that shop again until you get paid for it. We all know that’s not always the case, but there are steps you can take to decrease the possibility of the report coming back to you with revisions.
A Little Preparation Goes A Long Way! If you’re not already doing it, you should spend a fair amount of time preparing for the shop by reviewing the shop instructions before you set foot in the shop door. Know ahead of time what areas the shop report will be asking you about, such as displays, service, fitting rooms, and so forth. Know if you need to make note of the name of the salesperson that helps you. Some shops absolutely require the name of the salesperson, even if they aren’t wearing a name badge. Little nuances of the shop requirements like this may require some forethought and planning on your part. If they aren’t wearing a name tag, how can I get their name without appearing suspicious?
Grab A Pen! Obviously you can’t take notes while you are on the shop. Or can you? I’ve known shoppers who have very inconspicuously taken down notes along the way. How many shoppers really try on the clothes they take into a fitting room? Instead, sit down and pull a pen and paper out of your purse or pocket and write down the details you’ve been required to remember up to that point, such as what time you entered the store, how many staff and customers were on-site, and the name of the salesperson helping you.
Or on a grocery store shop, write those notes down on a “shopping list” as you go down the aisles. It’s advisable to keep your list folded over so store staff can’t take a peek at your “list” when you are talking to them.
Grab your cell phone and pretend to be texting a friend as you walk through the store, all the while you are really sending notes to yourself.
When dining alone in a fast food restaurant shop, how many regular fast food patrons don’t get out a phone, PDA or notepad to fiddle with while they munch on their food? If you’re in an environment where it’s not suspicious to have (or you’re not visible with) a pen and paper, go ahead and write those notes down on-site. Or again, act like you are texting a friend on your cell phone. Just be careful not to get caught or act out of the ordinary!
Follow The Report Instructions. Different shops may have very specific reporting instructions. Some shops only want written explanations to accompany negative answers while others want a written response to every question. Be sure to read the report instructions to ensure you complete the report based on the requirements. This will keep the scheduler from coming back to you asking for revisions to your report.
Also keep in mind at all times that your reporting should not reflect your personal opinion unless it is specifically asked for. You are reporting back to the company on the factual events of your visit. So don’t say, “I was upset when nobody approached me for nearly five minutes after I entered the store. The two associates were clearly gabbing about their weekend plans in the back of the store.” Instead, try, “After entering the store, I was not approached by either of the two associates visible to me for five minutes. During those five minutes, I observed them talking to each other in the back of the store.” Usually there is a question or two that will ask for your opinion when you can provide more detail on your emotions and beliefs rather than just the cold, hard facts.
When you follow these steps on your next shop assignment, you will be more likely to get your shop approved the first time so you can move on to the next money-making assignment!
On one shop I did, I did not give enough details about what the employees were saying to me after I asked them a question. They wanted detailed interaction which was not in the shop guidelines, and which you have to expect from now on, so I always carry a digital pocket recorder and turn it on before I enter a shop. It also helps me to record details about employees and times while I seem to talk to myself out of the way of everyone. When I get home, I have everything I need to write in my report.
I make a shopping list for some of my shops and on the list I also note down the important things that I am to observe. I also use the tablet to write down names and observations out of the view of store personnel. This helps me keep track of everything.
I still like my pocket recorder because I can have the whole conversation played back at my convenience without missing any details. While going through the aisles looking for other details of the shop, I casually talk to myself and record everything. It’s a small investment for piece of mind when it comes to remembering details!
I have been doing the same as Daryl for the past 8 yrs. I just recently bought a new recorder. It has helped extremely. I stick it in an outside pocket on my purse and press the record button before I enter and it’s good to go. You’d be surprised at how well it picks up the conversation.
Some people can’t see the forest for the trees, but I have to see all of the trees so that I can get through the forest with an approved shop. This business is about seeing all of he trees. Thanks for the suggestions of carrying a recorder. I love talking to myself so havign a recorder might work for me. I have gone on shops where I had to purchase something reimbursable and I decided to purchase lots of index cards. I always carry 3 x 5 index cards in my car and in the side of my bag. I can slip out a card when I’m not in view of any in-store cameras or employees. On some shops, employees might think that it is my shopping list. When I sign up for a shop, I usually make “Cheat Notes” in a Word document to help me to remember all of the pertinent points. In the beginning I found it difficult to remember everything, and I personally found that making “Cheat Notes” work for me. There is a process that happens for me when I am reading something and typing it into a document. I also include the questions from the questionnaire/report. Yes, it does take a bit of time to type up the “Cheat Notes,” but it is easier then havign to read everything again. I can always use the notes again in the future. I print them and review them without having to read through pages of instructions again. When I sign on for the same shop again, I compare the current instruction with my “Cheat Notes.” If there are changes, I update my ” Cheat Notes” for the current shop. I take my “Cheat Notes” and the report form with me and leave them in the car. I can jot little things down on my index card fold it in half and stick it in my pocket or purse. I already have 2 three ring binders with over 300 “Cheat Notes.” They make for great reference material.
I have a PDA I use doing my shopping and have used a PDA for several years before I ever started mystery shopping. My grocery list is on my PDA and I record every financial transaction on my PDA. Being familiar with a PDA and having used one for so many years I’ve found my PDA very valuable as a mystery shopper. If I’m in a coffee shop or restaurant I can record names I need, the times while I’m waiting on my food. A PDA is not easily seen or rather not easy for anyone to see what you are writing. By the time my waitress comes by the table with drinks I am playing a game on my PDA.
Forgot to mention I always use spell checker and grammer check I do my narratives on Word Perfect then copy and paste them in the narrative sections.
I keep them all and refer back to them and change the verbage on each visit.
Grammer and spelling are the most important two things in writing your narratives.
For the grocery chain I do a lot of shops for, they specifically advise not to use a list, or talk on phone, etc., some of the things I can do is go use the restroom to jot notes.Also, I keep descriptions of the people in that store, as I do visit a lot.
The article and commentary were very useful in providing suggestions to do it right, the first time, and move on! Thank you.