Preparing for a mystery shop takes some planning, and whether it’s your first or 100th shop, it’s always important to review all of the information you receive.

In talking with shoppers, reading message boards, and talking with coworkers, I have heard feedback and comments about the ways shoppers prepare for shops – some only read the guidelines, others only look at the report questions, and then there are some who read and print out everything.

How can you be sure you have all of the information you need? Below is a guide to the different documentation you may receive and how to use it to best prepare for a mystery shop. Because each company is different, there will be some variances, but you can use this as an overall guide.

1. The invitation email/phone call: this is where you learn the basic details of the shop..dates you can complete the shop, fees and reimbursements, and a basic overview of what you can be expected to do. Before applying, make sure that you are available and willing to complete the shop as stated in the email or during the phone call.

2. Acceptance email: when you are assigned a mystery shop, most systems generate an automated email. Be sure to read through the email carefully; many times this includes pertinent information about the requirements, scenarios, or other important information. If you are working with a Sassie company, the information in the acceptance email is also in your shop log. To find this, simply login, locate the shop in your log, and click on the “comments” link to review the information.

3. Guidelines: Again, this is something that is either emailed to you or found in your shopper log under “guidelines.” There is a misconception that the guidelines include information on every single question in the report and that this can be used as a catchall for the specifics of the shop.

This is typically not the case. The guidelines include important information, including the scenario and general requirements of the shop. It also covers clarification on how to answer certain, but not all, questions on the report. These are typically the most important questions to the client, or ones that need clarification for other reasons. Finally, if there are issues a company sees over and over in shop reports, clarification is provided here.

4. The mystery shopping report: this is the report you will fill out after the shop is complete. It is a good idea, especially when you are new to mystery shopping, to print out a copy of the report prior to the shop. Review the form to know which employe e names/descriptions you need, what timings, if any, you will need to document, etc. As I mentioned, the guidelines do not refer to every question on the report – it is essential that you review (and print) the report.

Why is it done this way? Why can’t everything be included in one place? There are a few reasons…..

1. Comments: for certain types of shops, the scenario may change monthly or even multiple times per month. Using the shop comments/acceptance emails to relay this information is the most effective method. It is also another reminder of the times and days the shop can be completed.

2. If we included information on each and every question in the report, the instructions would be extremely long! The feedback we receive from shoppers indicates that they are generally long enough already – the longer the guidelines, the more information that can be missed. To read about an experiment with shop notes, please read a past post on this topic.

3. The most important information is included in multiple places for repetition sake. The more times you see it, the better you will remember it.

Do you have to print out everything you receive for one shop? If you’re new to the mystery shopping industry, we do recommend it, at least until you become comfortable with the process. Another tip is to read through the material, making notes for yourself on a cheat sheet. Not only will this incorporate all of the important points, the repetition from reading and rewriting will help you remember better. It is also helpful for you to take along as you go on the shop to review one last time before you enter the store/restaurant. NOTE: Never take any paperwork on the actual shop! It is best to keep this hidden in your car. Taking in any type of paperwork will “out” you as a shopper.

Mystery shopping is hard work, and takes some preparation time. However, reviewing all of the information and becoming comfortable before your shop not only makes your shop easier and more successful, but it will give you time to contact the company with any questions you might have before hand.

You may also want to review a recent post with ideas for getting more mystery shops and tips for successful mystery shopping.

Until next time…happy shopping!

Telephone shops seem to be on the rise this year. The beauty in a phone shop is that usually you can live anywhere in the state, or even the country, to complete these.

Because shops are scheduled based on area code or zip code, you may want to update your profiles with the mystery shopping companies you are registered with to increase your chances of learning about phone shops. This will also lessen the need for you to check job boards on a regular basis.

Since Ann Michaels & Associates uses Sassie, I can only speak for this system. When completing a profile in Sassie, it will ask which area codes you are able to shop. Other systems may ask for this information as well. To be sure you are notified for nationwide calls, be sure to include the area codes 800 and 866 – both toll free area codes.

I hope this helps you find new phone shops!

Until next time…..happy shopping!

Have you ever wondered what happens to the mystery shopping reports you complete? Do companies value the information? How do they use it?

In a past post we reviewed some ways in which companies use the information they receive from mystery shops. Independent studies are also conducted from time to time by mystery shopping providers to look at various customer service issues.

To illustrate this use for mystery shopping, I wanted to share a recent study conducted by Ann Michaels & Associates. This study took a look at a sampling of retail merchants within Downtown Naperville, Illinois. If you’re not familiar with the area, Naperville has a wonderful downtown area, complete with shopping, restaurants, a riverwalk, and much more. People flock to the area on a regular basis to enjoy the downtown area. You can learn more about Naperville here.

Ann Michaels & Associates was curious to learn more about the service provided in the area. A sample of retail merchants were selected, ranging from large corporate stores to mom and pop retailers. Three shoppers visited each of the stores within the study over a period of time, varying days and times to get an overall snapshot of the service levels.

The results were quite positive – the retailers excelled at greeting customers within one minute of entering (71% of the time across all shops), and overall service levels fell into the 80% range. There were many individual retailers who scored well above the average. To read the entire summary of this study, please visit this link.

I hope you enjoy learning more about how the work you do is used by various companies.  It’s an important job, and one that is taken to heart by our clients.

Until next time…happy shopping!

It’s no secret that Five Guys Burgers uses mystery shopping – if you’re expecting to learn which company shops them though, you’re out of luck.

An article was published last July that highlights reasons why Five Guys Burgers is so successful; one component is mystery shopping.  You can read the article here.

What I like most about their concept is that they are using mystery shopping to catch the good, not the bad. That is the key to a successful program. If companies are using it for a “Big Brother” approach, it is doomed to fail. We always guide our clients to use it as a positive tool, and most (if not all) include an incentive or bonus program for high performance.

What is the takeaway for a mystery shopper? Quite simple: remember that your goal during a shop is not to find people doing things wrong, or providing bad service. You serve as an objective, third party source of information. Your job is to simply look at the business based on the company’s standards and culture and report what you find and experience. It’s that simple.

The article highlights the importance of mystery shoppers to be their “eyes and ears in the field.”  It’s nice to see how different companies use mystery shopping, and drives home the point that mystery shoppers play an important role in a company’s success.

Until next time…happy shopping!

Good news for the mystery shopping industry! On October 20th, the Federal Trade Commission (FTC) fined MoneyGram $18 million and have been ordered to launch an anti-fraud program. This is related to the cashier’s check scams that we posted about late last year.

The FTC stated that “that the company allowed its money transfer system to be used by fraudulent telemarketers to bilk U.S. consumers out of tens of millions of dollars.”  Between 2004 and 2008, approximately $84 million was wired through the use of fradulent telemarketers and other con artists.

While this is not solely focused on mystery shopping, it has been a huge problem across the board. This is great news, and hopefully the first step in solving this issue.

You can read the entire press release from the Federal Trade Commission.

Until next time…happy shopping!

Another day, another pay to mystery shop site…..

I’ve recently learned of Shopper Select, a website that charges people to find mystery shops.  I came across this after someone replied to a shop offer from our company. I was surprised because I have a list of sites our staff use to post shops,  and this was not one of them.

After perusing the site, I learned that shoppers have to pay to join. They are provided with training and job opportunities. However, these shopping posts are ones that anyone can find for free. A past post lists some great sites to find available shops for no cost.

In a busy world, I know that there are some shoppers that prefer to pay to find a comprehensive listing of available shops. However, we would rather support these kinds of sites where we are actually posting active shops and are seeking people to complete them. One such site is ShadowShopper – it has been around for years, and it is a site us and many other companies use to find shoppers and post jobs. In the case of Shopper Select, many of the posts people were replying to were outdated and those shops were no longer available.

It’s a crazy world, especially in the mystery shopping industry, and our goal is to educate and help those who are interested in becoming mystery shoppers. If there is a site you have a question about, or if you woudl like to share sites that may not be suitable for mystery shoppers, please feel free to share with the community!

Until next time…happy shopping!