Posted by Angie Hullett on Thu, Jun 05, 2008 @ 10:16 PM
Scheduling has been offering advice and trying to post topics of interest but we thought we would take things from a different angle and get the opinion of a Project Manager - someone who is in close contact with the client and see a different viewpoint. I will be posting different topics that we can talk about - starting with rejected shops. Below is an article from Sonja Maccaline - Project Manager and Team Director. Her thoughts on why shops are rejected:
Each client has their own reasons for mystery shopping, but all expect to receive specific and detailed information. Each evaluation is customized to ensure the customer obtains the information they mandate. While we would like for all of our shoppers to be paid every time for their efforts, some shops must be rejected because the client’s needs and expectations were not met.
The most frequent reasons for objections are:·
The wrong scenario was presented·
All necessary observations were not made·
A required part of the shop was omitted (such as a phone call or web inquiry)·
The wrong store was visited·
The wrong associate was evaluated·
The shopper is unprepared and is identified by the associate·
The shop was done on the wrong day/date/time·
Questions from editors and/or the Project Manager remain unanswered
Thoughts?
~Kelly Pecot
Posted by Angie Hullett on Tue, Feb 05, 2008 @ 08:02 PM
Here are the top 3 things that happen (or at times do NOT happen) to cause a reject:
First and foremost shoppers do not read the shopper directions. Eveything that you need to complete the shop is in there. I had a shop rejected one time and I called the shopper to see what happened - why she did not do the shop per the guidelines. When asked she said that she did not read the shopper directions. I told her that those are the life line for any assignment - why would she not read them? Her answer (and it is a good one) was that she did not have enough printer ink. Yes, I said printer ink. I told her that I did not follow her and she said that since she could not print them she did not read them! And, she is not the first to say this. Bottom line, we do not ask you to print them, just read them... =)
Second biggest reason - no interaction with anyone while on a shop. 99% of all shops require you to talk to someone. Let's think about it for a minute......... You go into a store and talk to no one, how can we score a shop when we have no idea how they treat a person? It sounds kind of silly when you think of it like that. Talk to someone or make an interaction while in the store - don't skip that part.
Last thing that really sticks in my mind is no proof of your visit. The client often requests this and it is not something that we can falter on. Make the purchase or grab the business card. Either way - don't forget your POV!
Hope this information helps - And if you have any questions, Please let us know =)