In most cases, your schedulers at the various mystery shopping providers you have signed up to work with will be your main business contact as a mystery shopper. In the mystery shopping world, a scheduler is very much like your manager would be at a regular job. A scheduler, will analyze your job performance, and can adjust your shopper rating. By doing this, a scheduler can affect your ability to get future jobs from that provider, and can play a big part in how much money you can earn as a mystery shopper. A scheduler has a lot of power in the mystery shopping world, so you definitely want a scheduler to like you.
But there are times over the course of every mystery shopper’s career when an issue arises and you need to contact your scheduler. How do you best approach the scheduler without coming across as bothersome or demanding?
Know Your Goal. There are dozens of times over the course of a mystery shopper’s career when a mystery shopper has some complaints and gripes, and it is incredibly tempting to shoot your schedule a nasty email or leave them an angry voice message. However, there is very little that can be accomplished when your goal is simply to gripe. In fact, it is altogether likely that when you contact your scheduler with the mere intent of letting them know how you feel about something that you will leave a bad impression that will stay with the scheduler for months and even years to come. However, if you have a legitimate complaint that has a feasible solution, let your scheduler know about your complaint and the intended outcome. Ideally, you will contact your scheduler with a goal in mind when you present a complaint, rather than just call to complain.
Present The Facts. When you have a complaint, you may see the issue clearly in your head. However, your scheduler, sitting at his or her desk, has a million other issues going on and likely doesn’t know the first thing about your issue. Keep this in mind when you approach your scheduler with an issue. Lay out the facts about your issue in a clear and concise way. Some people are better at doing this verbally while others are better writing down the facts in an email. Select the method of communication that you are best at in presenting the facts. However, even when you opt for a phone call, you should still follow up your phone call in writing so you have written documentation of your problem if the issue escalates further. When you present the facts clearly, along with the intended outcome, your scheduler will be better able to see your issue and more likely to work with you towards the outcome you have in mind.
A Professional Approach. When an issue escalates, especially when there is money at stake, emotions can run high. However, often when one person pushes an issue emotionally, the other person involved in the issue will pull back. The result often is not one that either party is satisfied with, and both parties may end up with resentful feelings and negative opinions of each other. As with every other business matter, a professional approach that leaves emotions behind will yield the best results in most cases.
Keep these tips in mind the next time you want to pick up the phone or shoot off an email and contact your scheduler about an issue.