It’s pretty common for mystery shoppers to feel isolated in their positions. After all, when you are a mystery shopper you can go months and months without talking to another mystery shopper (except for communications on online forums and in mystery shopping chat rooms). In fact, if you are like most people, the only people you may regularly communicate with about your job and specific assignments are your schedulers. Yet even this communication is sometimes infrequent, as you can request assignments and submit reports for months on end without speaking to a scheduler. So communicating with your scheduler via phone or email can be a rare occasion indeed. Here are some things to keep in mind:
Respect Their Authority. It is pretty easy to view a scheduler as just another “low man on the totem pole,” so to speak, at your provider’s office. This may or may not be the case depending on the internal structure at that provider’s office. However, regardless of how they rank on the corporate ladder, you should know that this person has a lot of power of your work schedule. You should keep in mind that this is the person who doles out assignments. He or she can also adjust your shopper rating, either higher or lower. Many mystery shoppers have found out the hard way that getting on the bad side of a scheduler can hurt their paycheck and income-earning potential in a big way. With this in mind, all communications should be completely respectful, professional, and polite.
When There Is a Problem. If you are trying to reach your scheduler, chances are there is some problem that needs to be discussed. This may be an issue with your ability to complete the assignment, a question on the report, or even an issue getting paid. First, understand that a scheduler is a very busy person, and may or may not be aware of who you are and what your issue is. So first you will need to identify yourself and your problem. It can be pretty frustrating for you and the scheduler alike for you to embark on a detailed gripe only to learn many minutes into your monologue that the scheduler has no clue what you are talking about.
Have an End-Game. When you do approach a scheduler with a problem, in addition to explaining the problem or grievance, you should also offer some solution. For instance, if you cannot complete a site visit as scheduled, offer not one but several different windows of time when you can complete the site visit. If you haven’t received a paycheck, offer to accept a PayPal payment if that is an easier way for them to process the payment. If the problem is one that isn’t resolved immediately over the phone, such as a payment issue, you should set up a time to touch bases again if the matter isn’t resolved. For instance, you should ask when the payment should be processed by, and before ending the call, state that you will follow up and check back in if the payment isn’t received by that date.
If you are like most people, you absolutely dread being tied up in a conversation when you have a million other things to do. Schedulers are very busy people, and so any communications should be concise and to the point. Identify yourself, state the facts, state a suggested resolution, and plan for a follow up if the matter isn’t resolved. Also, while doing this, be polite and professional, too. You don’t talk to your scheduler every day or even every week, so you want to leave a positive impression of yourself with this person!
Hi Maven, you have done it again. This article is so great.I really needed some of your points and suggest that all Mystery Shoppers read it. Thanks Mary
Thank you so much! I wish more mystery shoppers would understand what goes into scheduling shops. Flaking on shops is absolutely the worst thing you can do to a scheduler. If you can’t do a shop, please let your scheduler or mystery shopping company know ASAP. Communication goes a long way in this industry!
Honor and get on your knees when talking to your dispacther/scheduler. The only thing to remember is that they only hold a second to you Momma but then are first if you want to work.
Don’t lie, cry, or be late typing up the report – even if you are still up at 11:39 PM on a Saturday night. Answer “yes, Mamm or no, Sir” as when you are really in a pickle only the scheduler can save your tucas.
Also, volunteer to go reshop an assignment for no pay. Standing up and admitting it was your error and not the computer holds more sunshine and truth for each of you.
Finally, when a “gravy” assignment is given, be sure to say. “thank you for your consideration, I appreciate working with you!”
I take the relationship rather personal is the assigner tries to balance the bad ones and good ones as they come. Some assigners are only a name, but they too are important as they are up all Saturday night watching their assignment rosters close out.
You are doing well in sending out these contacts and I appreciate all the work you put forth.
Sincerly
Dennis Small
Burnsville, MN 55306
MSPA Silver and gold someday
Get on your knees? Really?
Thank you for your insight on this topic. You hit the nail on the head as usual. I know that I have been contacted by other companies due to the referral of schedulers. In this industry word travels fast I know that I do not want to lose work with potential other companies due to lack of communication with a scheduler. You offer grest advice be positive, polite and professional it does pay off.
I agree with you guys for the most part. But, some of the schedulers can really be jerks. I’ve been in situations where I needed assistance immediately and could not get a hold of anyone. I had one scheduler pull an assignment from my log before the time was up. She called while I was on the assignment and did not leave a message, so I could not return the call. A $50.00 assignment that required (4) consecutive days at a mall! Some schedulers are good and some are jerks!
I love my schedulers I mean all of them they are so helpful, and always seem to be polite.