Secret Shopping Brings Conflict Resolution

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As the district manager of a certain region of retail stores, Amanda wanted all of her stores to perform to the best of their abilities. She also wanted all of her employees to be on their toes at all times, making every last customer feel special and attended to. Amanda had also had some suspicions about one of her employees, as she had a phone call to her office from a disgruntled customer about this certain employee being rude to her. She knew that direct questioning would get her nowhere, and she knew that even a surprise visit to this branch of the store would not reveal what she wanted to know. Amanda decided it was high time to find mystery shopper services that would work for her company. She knew that with the secrecy of whomever would complete the task, this could be a possible solution to her problem, and she would know what to do about her problem employee. Also, she knew that it was the most direct way to find out overall how all of her employees were doing, and how the organization and cleanliness of the store were being handled. Amanda even would be able to outline the specific things she wished for the mystery shopper services to inform their worker to look for.

Linda works for mystery shopper services . When she got the call to go to Amandas store, it was one of many that she would be doing for the week. Linda has a child who she usually gets to take with her on most of her jobs, so she loaded up her daughter and headed to Amandas local retail store. She knew from what the mystery shopper services had told her and the forms they had given her, what she would need to especially keep an eye out for.

When she arrived at the store, she met with two very friendly and helpful employees, both of whom at different times during her shop helped her with things she needed or questions she had. She noted that the facility was fairly clean and very well organized. Linda was pleased with most of what she saw. When she and her daughter got to the register to pay for what they were going to purchase, the woman running the register did not smile at her. She barely lifted her head as she completed the transaction and handed Linda the change due to her. Linda smiled and asked how she was doing, and the employee frowned and said she would be doing better if she did not work at this store, she was way underpaid. Linda nodded in understanding and made a mental note.

When Linda got home that afternoon she filled out her report thoroughly, noting everything she had noticed, and emailed it immediately to the mystery shopper services . They in turn, after reviewing it and send it directly to Amanda, the district manager. The total turnover time from when Linda sat down to write her report to when it reached Amandas hands was approximately 48 hours. Amanda was very well pleased. She read over the report and noticed the employee who had been less than friendly. She was happy that the store had had no other problems, though and was generally clean and organized. Amanda ended up having a meeting with her rude employee to help her with tactics to be more agreeable and helpful to customers. The entire process was just what Amanda had wanted and expected.

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.