s manager likely is aware of what is going on in his life as well. Also, keep in mind that everyone has something going on in their lives, and they are still required to act professionally to customers. While some compassion is OK, there is a minimum threshold that an employee should meet. While you may want to protect the individual, the store’s reputation for serving its customers should also be a factor worth considering.
A Simple Resolution
So what can you do when you are faced with this kind of dilemma? You should avoid lying, but you can downplay the significance of certain events. If the employee really took ten minutes to greet you when he should have greeted you within 30 seconds, this is a fact that should indeed be reported. However, if he was on the phone or assisting others, this could be mentioned. You can also state the facts as they happened, but when asked to give your opinion, you can downplay the importance of one event and focus on areas where the employee excelled. Sure, he may have made you wait for 10 minutes, but he was exceptionally helpful and knowledgeable when he did talk to you.
You are obligated to tell the truth, but that doesn’t mean that you have to dwell on certain aspects of the site visit more than others. If you feel that the employee overall deserved a good report, then report the facts, but make sure that your report is positive in nature.
El articulo refleja una de las partes mas polemicas, a mi modo de ver, del trabajo de Mystery shopper, pues la realidad es muy diferente en cada escenario y en cada momento del dia, en un mismo lugar, yo estuve esperando el dia ocho de diciembre mas de veinte minutos por un empleado que hablara espanol, para realizar una compra importante, y al llegar era una dulzura su trato, explicaciones y preocupacion para que yo entendiera el equipo que estaba comprando, sali muy agradecido de su actitud como vendedor, es muy claro que no debemos asumir actitudes extremas a la hora de realizar una tienda, tenemos que entender que somos seres humanos y cualquiera tiene un mal momento, pero como buenos profesionales, debemos tratar cada situacion con indulgencia sin dejarnos llevar por el facilismo, pues este puede llevar a que los empleados tambien se acomoden y no cumplan con todos los requisitos establecidos por la compania para atender a los clientes.
@Edel,
Would you consider giving an English translation? Web translations are generally so poor. I think I have the basic idea but my language skills in Spanish are weak. My second language is Japanese but that doesn’t come up much. I think there are many on this site that could benefit from your insights but like me are hindered in their language skills.