Last week we got mystery-shopped by an a$$hole who: 1. Said that the manager didn't acknowledge her, when the films show that they had about a minute long conversation. 2. Didn't even go through all of the departments, saying instead that he couldn't find anyone. 3. Couldn't speak English very well with and had a thick accent.
Another local store said that the same guy did the same to them a few weeks ago. Why am I not surprised that the people that are hired to tell me that I'm not doing my job right, aren't even doing their job. I've been shopped twice in the the past 6 months, failing the first one completely due to being new to the department, and failing to acknowledge the second accidentally because I was doing my job and filling. I hate how so much is based off of these and they decide to sent people who blow it off. I've heard they where going to challenge the shop, but I don't know how they will go about it. Until then, we wont be getting our 1000 bonus fuel points that they bribed us with.
Sorry, I know this is a bit unrelated to your question, but how do mystery shoppers work? I worked front end for almost a full year and was never informed that I had been shopped.
Sorry about your experience though.
-- Edited by WrongTender on Tuesday 8th of September 2015 08:43:18 PM
It's a good thing that what mystery shoppers say about people is just hear-say. If anyone says otherwise get ready to file a grievance. The store can't hold you accountable based on what a mystery shopper says.
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Would you like fries with th... I mean, your milk in a bag?
What's the point of there even BEING a mystery shopper if they don't go through all the departments? It's like taking a car for a test drive and doing a U-turn before you even get off the lot. You learn nothing from it.
Those mystery shops have always been a bunch of BS. Just more paperwork to harass the already overworked and underpaid Kroger employees so that they'll quit before their pay rate goes up.
Our idiot store manager would prattle on about acknowledgement at every single morning huddle, and the all-in chant become "Hello!" instead of "Awesome!". God forbid on some super-busy weekend you missed a couple of customers that were dodging around everyone in the store just to get by. Jobs threatened regularly.
Common sense, Kroger. You pay almost everyone near minimum wage and expect them to be the customer's food psychiatrist on top of the other overwhelming tasks you shove down their throats. Customers don't want to talk when it's busy... they want to get their stuff and leave! Why is it so hard to believe this when you have to threaten your employees (who happen to be consumers themselves) to get them to keep dishing out "HELLO! HELLO! HELLO!" for hours on end to customers that don't care?
Sorry, I know this is a bit unrelated to your question, but how do mystery shoppers work? I worked front end for almost a full year and was never informed that I had been shopped.
Sorry about your experience though.
-- Edited by WrongTender on Tuesday 8th of September 2015 08:43:18 PM
They work like this: the shopper goes into the store to 'shop' they visit a few depts or the entire store asking key questions like, how fresh is this cake? Is this fruit sweet? Etc. That's a cue to answer the question and offer a sample. They may ask where a product is located, (although reg do this too) that's an escort oportunity. its up to the checker and bagger to offer service out. The secret shopper may decide to have this "lost confused" look and stare at something. This is a cue to anticipate what help they need.
secret shoppers almost give cues to what attribute they want you to do:
I hate that "acknowledge everyone" crap. I know people are just doing their jobs, but when I go shopping I actively try to avoid employees now. I'm a shy person and I honestly just want to be left alone while I shop, unless I approach someone for help.
Had one guy tell me of a mystery shopper that just put down name of someone they remembered and gave them a great score. Only problem, they died 2 years before that.
Had one guy tell me of a mystery shopper that just put down name of someone they remembered and gave them a great score. Only problem, they died 2 years before that.
I remember someone on this forum telling that story a while ago, myself.
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When someone asks me where things are I'll tell them the isle and location then ask "Would you like me to show you?" Most of the time they say "No, thanks, I think I can find it" or they will say "Yes, please." and then I show them or help them look.
This normally works quite well with people and just skirts by with what corporate wants us to do and what management expects.
If someone is standing in front of the shelf looking intently I'll normally ask "Excuse me, but are you looking for something specific?" I'll try and help them find it if they say "yes". Sometimes they will say things like "Na, just looking to be looking" or "Just looking around. Thanks, anyway."
Regardless of what they say it's best to ask if they need assistance than just ignore them. Whether they be a mystery shopper or just normal people.
I'll always end the conversation with "If there is anything else you need - don't hesitate to ask!" It tends to work out quite well. If I'd say so myself.
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Would you like fries with th... I mean, your milk in a bag?
Had one guy tell me of a mystery shopper that just put down name of someone they remembered and gave them a great score. Only problem, they died 2 years before that.
I remember someone on this forum telling that story a while ago, myself.
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When someone asks me where things are I'll tell them the isle and location then ask "Would you like me to show you?" Most of the time they say "No, thanks, I think I can find it" or they will say "Yes, please." and then I show them or help them look.
This normally works quite well with people and just skirts by with what corporate wants us to do and what management expects.
If someone is standing in front of the shelf looking intently I'll normally ask "Excuse me, but are you looking for something specific?" I'll try and help them find it if they say "yes". Sometimes they will say things like "Na, just looking to be looking" or "Just looking around. Thanks, anyway."
Regardless of what they say it's best to ask if they need assistance than just ignore them. Whether they be a mystery shopper or just normal people.
I'll always end the conversation with "If there is anything else you need - don't hesitate to ask!" It tends to work out quite well. If I'd say so myself.
What do you reply if they say they are looking for their spouse?
Had one guy tell me of a mystery shopper that just put down name of someone they remembered and gave them a great score. Only problem, they died 2 years before that.
I remember someone on this forum telling that story a while ago, myself.
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When someone asks me where things are I'll tell them the isle and location then ask "Would you like me to show you?" Most of the time they say "No, thanks, I think I can find it" or they will say "Yes, please." and then I show them or help them look.
This normally works quite well with people and just skirts by with what corporate wants us to do and what management expects.
If someone is standing in front of the shelf looking intently I'll normally ask "Excuse me, but are you looking for something specific?" I'll try and help them find it if they say "yes". Sometimes they will say things like "Na, just looking to be looking" or "Just looking around. Thanks, anyway."
Regardless of what they say it's best to ask if they need assistance than just ignore them. Whether they be a mystery shopper or just normal people.
I'll always end the conversation with "If there is anything else you need - don't hesitate to ask!" It tends to work out quite well. If I'd say so myself.
What do you reply if they say they are looking for their spouse?
It depends on how they mean it. If they are looking to marry me I politely laugh and tell them that "I'm not interested in love, sorry, but I'm flattered". Which is true.
If they are looking for their current partner then we can go looking for them, together.
Are you looking to marry me, Anonymouse? We can talk~ ;)
-- Edited by BagBoy on Saturday 12th of September 2015 09:06:05 AM
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Would you like fries with th... I mean, your milk in a bag?
