Secret Shoppers (was: Re: coercion)

[Sheryll Townsend]

Susan:

> Some corporations employ "secret shoppers" who test
> the service to 
> customers.
> 
Sheryll:

Yep, I work at place that is subject to regular
"mystery shops". 

Susan:
> I've read some of the criteria..there's some things
> such as if a 
> customer comes within a certain distance, the
> employees in a store 
> are required to greet the customer.
> 
Sheryll:

We are required to greet every customer that walks
into are store. This is scored on our mystery shop.
However, that's not the only reason we do it.
Customers who are greeted know that you are aware of
their presence in the store. This can be a partial
deterrent to some would-be shoplifters. Mostly we just
say "Hello" to people coming in. Regular customers get
more of a greeting, as I've been dealing with them for
over 3 years in some cases. I will ask such things as
"What can possibly be so important as to have you
driving in this weather?" or "What did the kids drag
you down here for this time?". 

Susan:
> Employees who are checking out customers are
> required to say "did you 
> find everything you were looking for?", and are
> required to say 
> things like "have a nice day." Or they are required
> to say "how are 
> you doing today?"
> 
Sheryll:

We are required to ask if a customer found what they
are looking for. Granted, I work in a video store,
with returns constantly coming in, so if a customer
didn't find something on the shelf it's possible that
I have just checked that title in and have it on my
counter.

Susan:
> I find that when I figure out that this is a
> requirement I don't 
> bother to really respond, I just try to be polite,
> and say just fine 
> and you?
> 
Sheryll:
I am not required to ask how people are or to tell
them to "have a nice day". I do thank them for the
purchase/rental. But then, I've worked in customer
service for a long time. Saying please and thank you,
aside being just plain good manners, is pretty much a
habit for me. 

Susan:
> Employees are required not just to tell customers
> where a product is 
> located but to take them over to the product and
> point it out...
> 
Sheryll:

We're supposed to do that, but sometimes it's just not
possible. I won't leave a line-up at the cash to find
something for someone unless it's the customer
currently at my cash who has brought up the wrong
title. 

That said, I know our store so well that if someone
asks me for a James Bond movie I can tell them what
row it's in, what side it's on when walk down the row,
how far down the row and in what position on the rack.
I'm very good at helping customers locate titles
without leaving the till. :)

Susan:
> Etc., etc., etc.
> 
> Now, I think it's absurd to have people say "we're
> having a great day 
> here".... but I ran a 24 hour crisis line for many
> years, and we had 
> some problems with staff/volunteers answering the
> phone in a bored, 
> tone..when someone would call seeking help, some
> people would say 
> rude or insensitive things...when another
> professional would call and 
> say "this is so and so", some people would say
> "uh-huh"....or "what?" 
> 
> We did have to establish standards of practice and
> how to speak to 
> people...to ensure that we were delivering the best
> possible service 
> and giving the best possible impression of our
> organization...
> 
Sheryll:

I think that's a lot of the reason why some businesses
employ mystery shoppers - to help establish standards.
Let's face it, lots of people working in retail are on
their first job and have no idea how to properly deal
with customers. 

> Susan
> Who still believes in caring, respect, and
> compassion, which means 
> that you greet people in the way they want to be
> greeted, and you are 
> careful not to further marginalize people who are
> oppressed, 
> depressed or in trouble...
> 
Sheryll:

I agree, which is why I greet people with a simple
"Hello". It's not my place to ask how someone is, or
anything else non-business related, unless I know them
well enough to be asking that question. 

Sheryll, who once had a customer play the race card on
her when the refusal of service was for not having
proof of identity to access an account 


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